Defy South Africa has opened a call centre in Pretoria West as a way of strengthening the support and service it provides to its customer.
The company says the call centre will feature real-time response software which is supported by a dedicated team of 28 agents.
It says the call centre is dedicated to support customer service-related enquiries and provides 24-hour support through a range of technical support, remote management initiatives for digital appliances and service support via dispatched technicians.
We have integrated software which ensures that calls are directly linked to all branches on a live system," says Werner Lucas, national group service and spares manager at Defy.
"Our customers will see a major improvement in our repair turnaround time, as well as a new feature on our Web site which allows you to log a service request."
In order for this seamless integration to take place, the domestic appliance manufacturer says it has issued 102 tablet computers to its technical team, which will make the process of issuing warranty slips and invoices to customers much easier.
Call centres are starting to introduce the high tech elements into their functionality, says Lucas.
Brand consciousness is at a high, therefore call centres need to be trying constantly to improve their service delivery targets.
"As the world becomes more digitalised, we saw fit to embrace new capabilities so we can stand by our brand promise: always believing in better," says Lucas.
Defy says the call centre will also be used for training and development with the aim of improving customer relations.
In addition, it will allow Defy to monitor call data continuously, to improve after sales service to the consumer.
The service call centre will manage all Defy and Grundig after sales support and consumer queries to all regions.
Defy says it will still make use of its individual service operations around the country to manage the technology and liaise with customers in a bid to improve service quality levels.
The call centre's nationwide contact telephone numbers are: 086 100 DEFY (3339) and
086 GRUNDIG (147 8634).
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