Our Customer Care Center is the heart of our daily activities that support our customers. We have the systems, the processes, and the people in place to ensure satisfaction. In 2014, we redesigned our Care Center to enhance our level of service we are able to provide. Improved technology at it's best!
It starts with the advanced Mitel Contact Center System. We queue the calls and make sure they are answered in a timely fashion. This can be seen on the LCD monitors hanging in the center. We regularly meet our goal of answering 90% of the calls within 20 seconds. Our service dispatch system is used to create the service tickets and track completion based on our customer service contracts.
Service requests are immediately routed to our senior technical specialists in the Customer Care Center. They determine if we can correct the problem remotely, saving both time and money. We are able to take care of requests remotely about 30% of the time.
When on-site, our technical staff members have access to our senior staff in the Customer Care Center and to the manufacturer’s Technical Assistance Center to help if needed. We always verify with the customer that their request has been completed before we close the ticket.
The Customer Care Center staff is also available at the push of a button for in-call help for users of our multimedia conferencing service, MeetingService
. The service is monitored to ensure that everything goes well on each call. Service contracts are closely monitored so they are renewed without a break in coverage.
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