Of course it would be ideal if we could calmly discuss the questions of every customer, with a smile over a cup of good coffee in a cosy cafe.
With respect to the fact that on the projects Tono and Miriale we process up to 15,000 questions every month, it is necessary to communicate with the customers by using other channels. The more work we spend on preparation and training of operators, the better feeling the customers from our services will have.
Every customer is a unique original and individual. One to one communication keeps this fact in mind and strives to understand the wishes and needs of particular customers. By using tailored solutions we try to change prospective customers into real customers. This is the only way to achieve success and efficient valuation of invested money.
The Swiss mail-order company Provea offers underwear for women of the Miriale brand and men?s underwear of the Tono brand to its customers in 15 European countries. Contact with...
The Swiss mail-order company Provea offers underwear for women of the Miriale brand and men?s underwear of the Tono brand to its customers in 15 European countries. Contact with customers in the Czech Republic is a task of the CORTEX customer centre. A team of trained operators runs the information line every weekday from 8 to 18 o?clock. Currently operators solve all customers´ questions related to their orders, payments, and changes in addresses, claims or exchange of goods.
Besides phone contact, which covers the main part of the working hours, the operators process email correspondence, letters, faxes, input orders into the system, returned shipments and arrived invoices.
Information line utilization during the day as well as in the course of longer time periods varies. The highest number of phone calls is in the morning hours (8-11) and later afternoon hours (16-18) and at the period after shipment of orders (shipments are sent in waves of approx. 5 weeks lapses of time). For this reasons, besides the stable operators of this information line, we train reserve operators, who are ready to cover the peak time in the number of phone calls.
Trainings are an important part of the work load of the operators. Especially for this area we have worked out a system, which should not only pass the information about the project to the operators, who take care of this project in the communication centre, but especially arrange their motivation and mediate their feedback.
The operators go through the product trainings in regular cycles - training in communication skills and listening to classic randomly selected calls.
In the course of the training the operators can inform us about their feelings towards the project, their comments and proposals.
The communication centre processes 20,000 phone calls and 10,000 other contacts within the project Miriale/Tono every month.
