where 400 calls a day are dealt with by trained operators|
Help just a phone call away
ONE of the cornerstones of Brilliant Business Systems's new way of operating is to provide users of its software products the best possible support.
A sophisticated new call centre at the company's head office in Sandton has greatly improved service levels for customers seeking telephonic software support.
BBS, a division of Softline Limited, puts great emphasis on providing fast and efficient service and support. It is able to do this better than ever due to a sophisticated Voicematix telephonic system.
Says BBS sales director Pete Whalley: "The new call centre enables our staff to turn around customer support queries in less than one hour.
"Before the installation of the system it was difficult to track support calls; to determine how many people had phoned in and whether their problem had been solved or not."
Even though each of BBS's software packages has its own direct support telephone number, customers are also able to call the switchboard, from where they will be connected directly to an expert in the required package. Consultants receive constant training and their knowledge is tested regularly.
With the call centre, a support manager and two support supervisors are able to constantly monitor all incoming calls, ensuring that customers are not kept waiting and that the support staff are able to solve problems within a reasonable time.
Should a consultant not be able to solve the problem within 10 minutes, another will be called in to assist.
Customers are asked to leave a message if their call is not answered within six minutes. The company then undertakes to respond within half an hour.
The call centre has provided exceptional benefits to the support team, including the ability to produce reports on specific lines. The report generates information about which extension answered the call, the time, which package was involved and at what times the consultants are idle.
In future, the system will also be able to qualify calls. Customers will be prompted to input their licence number and those who do not have one will automatically be connected to the licensing department. This will save invaluable time for the support staff, who currently have to check on licensing details before solving problems.
Another future development is a new section on the BBS Web site containing common problems and their solutions, a facility Whalley feels will greatly assist regular users who experience problems after hours.