Equipment distributor Barloworld Equipment Handling has carried out a number of developments on its call centre in an effort to bolster customer relations and achieve international call centre standards.
Barloworld call centre supervisor Yvette Gouvea claims the latest addition to the centre - a satellite tracking system - will benefit both the company and the consumer. "We are now able to give more information to the consumer.
"The satellite tracker relays hour-meter readings to our computers, eliminating the need for telephone calls to customers," says Gouvea. "It also frees our technicians who have had to travel to customers to collect this data, who in turn can enjoy the immediate benefit of even faster response times and accurate billing."
Gouvea adds that one of the key advantages of the new system is the elimination of paperwork, making it impossible for valuable information to go missing.
However, Gouvea hastens to add that the company has only recently completed testing on the system, which began in October last year. The official roll-out will take place in the near future, says Gouvea. "It will probably be available in about a month."
Feedback to the system has been positive, says Gouvea, adding that consumers are noticing a change in the standard of service offered. "They say it is a lot more professional, and they can get all the information they need from one place."
Despite the positive feedback, Gouvea concedes that reaching international standards will require further developments. "It requires constant updates. We must ensure we are always using the latest technology."
Gouvea adds that all Barloworld controllers recently completed a further training course as a move towards achieving these objectives.
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