3 September 2015
«Foxtrot» improves communication with buyers
The contact center of home appliances and electronics leading retailers celebrates its 10 years in September. The company points out a significant contribution of the jubilee to the business leadership in the market: the average customer satisfaction by «Foxtrot» network service for 8 months of 2015 amounted to 98%, and by the end of the year, thanks to innovations introduced, the network plans to increase this figure to 99.5%.
«Foxtrot» contact center, being created 10 years ago, thoroughly studied over the years the customer needs and provided them not only with the information support, but also with their problems solutions.
- The call-center of web sales and customer support is a team of 100 employees: excellent communicators, psychologists and analysts, working 7 days a week from 8:30 to 22:00 – commented Eugene Kuchmar, head of sales and web customer support of «Foxtrot» trade network. – With proper innovation center of communication with the customer, we will quickly introduce new services and standard operation.
In August 2015 trade network «Foxtrot. Home Appliances» has introduced new software solution, integrated with electronic displays and allowing to evaluate and improve the efficiency of the contact center. The information displayed on the monitor, gives the ability to guide the network in real time, to monitor the work of the whole center in the context of operators campaigns and key performance indicators. The system displays the number of served and lost calls, peak load, service level and allows you to react promptly to any quantitative changes, introducing necessary adjustments.
This know-how gained urgency after the merger as part of the multichannel strategy of the two call-centers (supporting offline stores and online service direction) integrated in the call-center of web sales and customer support. Now «Foxtrot» allows customer dial any of 4 phone numbers, including a hotline number, select right department to connect and get advice, order or ask questions they are interested in.
- The service improvement is a constant process at all levels as the effective communication with buyer – is the core part of our business successful development. To be useful for all 100%, to form the positive experience of communication and comforting buys, even surpass the clients` expectations – this is the meaning of «Foxtrot» slogan – «the leader makes more», – summed up Vyacheslav Povroznyk, «Foxtrot» trading network chief executive.