Mobil pohotovost
Shops and service centers specializing in the sale of mobile phones, tablets and accessories.Initial situation in the company
Customers were calling with their inquiries and demands to stores, however, salesmen were serving customers and therefore couldn’t answer the calls. This resulted in a relatively big amount of negative feedback on Facebook related to the company’s customer care.
Needs
- improve the perception of company’s customer care
- divert phone calls from stores and route them to a trained customer care team
- call recording
Solution
We deployed the OptimCall phone system running on OptimSys’ servers to operate the customer care line. We connected the system to the existing customer-owned VoIP numbers and set it up to meet customer’s requirements.
Benefits
- Support from anywhere: Customer care operators can work from home, they only need a computer with a web browser and a software phone.
- Corporate Social Responsibility: Thanks to the possibility of working from home, the customer support line can be operated by operators with disabilities.
- Costs optimization: Thanks to the possibility of working from anywhere, the Prague-based company can employ cheaper work force from regions.