To manage more than 3,000 incoming calls in one day is a hard work. Add a nice dose of emails and troubles are here.
Keep smiling and all goes better. This is what almost all of us know in Cortex :-)
By using inbound telemarketing (administration of incoming calls) the customer gains the space for fast reaction to the marketing campaign, can receive required information (Green lines), order selected goods (order lines), use technical support (Help desk) or reply to contest questions (contest lines).
The company Reader´s Digest Výběr is especially known as a manufacturer and distributor of magazines, books, music carriers, videos and other products. Currently, the company has branches in...
The company Reader´s Digest Výběr is especially known as a manufacturer and distributor of magazines, books, music carriers, videos and other products. Currently, the company has branches in 45 countries all over the world.Alongside other activities CORTEX arranges also the customer contact centre for this company.
Customers of the company Reader´s Digest Výběr have several focused information lines at their disposal. All lines are in operation every weekday from 7 to 18 O?clock.
For usual questions the customers can use either the common phone line or a blue line for a better rate. VIP customers use the green line free of charge. Essox line is intended for customers who own the Essox´s payment card and a special financial line can be called by customers who need to solve any problem when they are unable to pay back in time for the goods ordered.
During the phone call the operator can access the system, which contains all relevant information about the customers who contacted the information line including the history of their demands and their previous contacts with the customer line. The operator has the knowledge of every particular customer about his/her orders, their status, and date of dispatch and pick up of the goods ordered. In the case of non-delivery of the shipment by the Czech Postal Services, the operator is able to arrange immediate shipping of the spare shipment, and initiate the claim at the Czech Postal Service. This all helps optimal processing of the request from the customer. However, it is necessary for the operator to orientate in the database and also in all auxiliary programs which are used for processing of questions without any mistakes.
To ensure as high efficiency as possible, some operators work at the time of lower utilization of the line on active calls. Besides the operation of the information line the operators are trained for processing emails and letters.
Within this project about 8,000-13,000 calls and 4,500-8,000 emails are processed every month. As well as in other projects the number of calls ranges during the day and in longer time periods. The highest number of calls is served by the information lines between 10 and 11 O?clock. Utilization slowly decreases and the lowest number of calls is made after 15 O?clock.
From the point of view of utilization of the information line during the entire year, there are critical times, especially in the autumn months, and also the time after the deadline and ballot of the winners of contests which are organized by RDV for its customers.
The call centre guarantees for the company RDV 80% calls served within 20 seconds, 90% calls within 50 seconds and at least 98.5% of all calls.
