Johannesburg, 20 Nov 2009
Computer and technology retailer, Incredible Connection, has expanded its customer call centre after renewing its outsourced contact centre with Faritec, the JSE-listed IT services and solutions company, for an additional year.
Incredible Connection is one of South Africa's largest technology retailers, with 55 stores in locations right across South Africa.
The retailer recently launched new value-added services to its customers, adding to its existing portfolio of service offerings, with the aim of cementing its position as the number one technology retailer in South Africa for both products and services.
In terms of the renewal, Incredible Connection will utilise the additional capability in its call centre to co-ordinate and monitor these services, which include customer data recovery, OnSite technical support and carrying out customer satisfaction surveys.
The new data recovery service is aimed at helping Incredible Connection customers recover lost data in the case of a hard drive crash, data corruption or any other form of damage to customers' storage hardware.
The OnSite technical support service offers the expertise of Incredible Connection technicians to the retailer's customers on the customer's own premises. The technicians are able to support the customer's PC environment, install new equipment, supply additional hardware/software and make suggestions for network optimisation.
The contact centre will continue to offer Incredible Connection customers who phone in limited first-level technical support and in-depth product and store information.
According to John Beetge, Operational Services Manager of Incredible Connection, the retailer remains confident that Faritec is the right partner for this crucial aspect of its business.
"As we grow our operation across South Africa,” Beetge says, “achieving superior customer satisfaction levels remains the cornerstone of our business philosophy. The call centre solution is integral to that objective and 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.”
Incredible Connection's call centre operates out of the Faritec's Services Centre and employs a team specifically trained as Incredible Connection product and service specialists.
The contact centre solution, itself, is designed to fully integrate all interactions between Incredible Connection, its customers and the call centre agents - giving the retailer a full 360-degree view of the service experience that it delivers to customers.
Contact centre agents have access to Incredible Connection's internal retail systems, with the ability to check stock levels, store details, prices and also the ability to directly connect callers with sales or technical staff at each store in a single telephone call.
The call centre operates six days a week and handles in the region of 6 000 calls per month - varying from customer complaints, suggestions, product enquiries, technical assistance and store enquiries - giving customers a single point of contact.
“We are very pleased that Incredible Connection has made the decision to trust Faritec with its customer service operations for another year. We are dedicated to the continual proactive management of these operations to Incredible Connection's highest standards,” explains Cecil Harris, Faritec's Service Delivery Manager.
“This includes 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.
“We have built a system that is not only robust, but can cater for any eventuality that a call centre agent may come across,” Harris says.
Through its past interactions with the retailer, Faritec has developed an in-depth understanding of Incredible Connection's business, which has enabled the company to develop a customised call centre solution that allows the retailer to provide superior customer service in the highly competitive and commoditised market.
“It's undoubtedly a formula that works and we're honoured that Incredible Connection has continued to trust Faritec as its partner to deliver services and solutions that match the retailer's own levels of quality and professionalism,” Harris concludes.
For more information, please visit http://www.faritec.com or the contacts below.
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