Computer and technology retailer Incredible Connection has renewed its call centre contract with JSE-listed Faritec for another year.
Incredible Connection's call centre operates out of Faritec's Services Centre and employs a team of staff trained as product and service specialists.
Cecil Harris, Faritec service delivery manager, says: “We have built a system that is not only robust, but can cater for any eventuality that a call centre agent may come across.”
The call centre will also be responsible for running “regular customer satisfaction surveys and providing information to Incredible Connection to help ensure its business runs smoothly and that it is able to satisfy its customers' varying needs,” Harris adds.
John Beetge, Incredible Connection's operational services manager, says the company is growing its operations across SA and “achieving superior customer satisfaction levels remains the cornerstone of our business philosophy”.
He adds that the call centre solution is integral to that objective. “We expect our service providers to live up to the high standards of service that we have set for ourselves. Faritec's performance for the duration of the contract has consistently exceeded the required SLA.”
Earlier this month, Faritec CEO Fanie van Rensburg said the company should report a profit - however small - in the year to June 2010. It aims to do this by securing contracts that attend to clients' specific needs, he explained.
One stop
The contact centre solution is designed to integrate all interactions between Incredible Connection, its customers and the call centre agents - giving the retailer a 360-degree view of the service experience.
Contact centre agents have access to Incredible Connection's internal retail systems and can check stock levels, store details and prices. They can also connect callers with sales or technical staff at each store.
The call centre operates six days a week and handles around 6 000 calls per month - varying from customer complaints, suggestions, product enquiries, technical assistance and store enquiries.
Incredible Connection has 55 stores nationally. It will now make use of additional capacity in the call centre to coordinate and monitor new services, which include customer data recovery, on-site technical support and customer satisfaction surveys.
Its data recovery service is aimed at recovering data its customers may lose if a hard drive crashes, for example. Incredible Connection's on-site technical support service offers installation and maintainable services away from the store environment.
Share