Clearly Contacts Growth Affects Call Center Strategy
Clearly Contacts, the internets largest optical store, has created an industry leading call centre to deal with its rapidly expanding customer base. As most companies are cutting back, Clearly Contacts continues to grow, and keeping up with that growth can be a challenge.
Vancouver, British Columbia (Vocus/PRWEB ) May 26, 2009 -- Clearly Contacts, the internets largest optical store, has created an industry leading call centre to deal with its rapidly expanding customer base. As most companies are cutting back, Clearly Contacts continues to grow, and keeping up with that growth can be a challenge.
"Operating in 150 countries requires our call centre to deal efficiently with multiple languages and dialects, time zones, local customs and currency conditions on a 24 hour, seven day a week basis." stated Kam Dhillon-Josh, Director of Customer Service at Clearly Contacts.
Staffing, training, and personality-fit are the keys to establishing a successful international call centre. At Clearly Contacts the average communications totals exceed 1200 incoming calls and 400 emails on a daily basis. In addition, there are numerous outbound calls made by customer service representatives to follow up on previous transactions and customer enquiries generated on its leading website www.clearlycontacts.ca. As the business grows, the call center has had to adapt to be able to supply the same personalized "wow" customer service to a growing number of customers.
"We have to make sure our employees are well trained in superior call centre procedures as well as the fundamentals of the vision care products we sell, such as contact lenses and eyeglasses. We have expanded our ongoing in-house training program to ensure a constant education." says Dhillon-Josh. "When you combine that training and education with the freedom our representatives have to interact one on one with our customers the result is outstanding customer service."
Automation has proven effective in increasing that "wow" factor. "Sending a customer a waybill while you are talking to them on the phone makes them feel connected to the company." adds Dhillon-Josh. "And it's appreciated."
Call Centre representatives are not required to repeat pre-scripted responses to customers concerns that are so common to many other call centres. At Clearly Contacts, the Call Centre prides itself on positive customer feedback that confirms the success of their operating techniques.
"It is a personality we look for; someone who is willing to go the extra mile, and is understanding and helpful." says Dhillon-Josh. "We use peer interviews for new hires, we promote from within and our people on the front lines are encouraged to suggest new ideas to further improve our services."
About Clearly Contacts:
Clearly Contacts, a subsidiary of Coastal Contacts, is one of the world's fastest growing online vision care suppliers. Providing contact lenses, eyeglasses and other complimentary vision care products to consumers worldwide, Coastal Contacts is proud to provide an affordable, convenient option for high quality vision care products. With its world class operations in North America, Europe and Asia, Coastal Contacts offers a unique blend of private label and branded products to over 150 countries across the globe. Already #1 in many of its markets, Coastal is rapidly advancing toward its goal of becoming the "World's Vision Store."
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