![]() ![]() How you handle your customer service can literally make or break your business! Don't let a Missed Call be a Missed Opportunity.ĥ9% of 25-34 Year-Olds Share their Customer Service Experiences Online Before social media, a poor review or customer complaint was received in-house in the form of a phone call or letter, and rarely spread beyond your office doors. No matter which industry you’re in, hiring an outsourced call center provides you with many diverse customer service options to help your business evolve and thrive on multiple levels, including: Customer Service The High Cost of Poor Customer Service is $41 Billion per year They work tirelessly to improve all aspects of the customer service process and help to drive sales, increase productivity and ultimately improve your company’s bottom line. Highly trained call center agents know how to turn prospects into customers, nurture leads, close deals, service customers, increase customer retention and brand loyalty. ![]() The best inbound call centers offer a wide range of customer engagement solutions using the most advanced technology, including answering services, multichannel and multilingual support, advanced analytics, up-selling and cross-selling, webchat and email support, and other effective customer communication strategies and solutions. This shows how service is integral to the company’s success.Inbound Call centers have come a long way since the days of switchboard operators whose sole responsibility was to simply answer the phone, provide minimal assistance and transfer calls to appropriate in-house departments.įortunately, inbound call centers have evolved significantly over the years to keep up with the increasing demands of fast-paced industries, and their complex customer service needs. Even at the end of the chain, when goods are being delivered, the Hermes Einrichtungs Service offers a half-day delivery slot, assembles furniture and disposes of the packaging. If problem products are discovered, the company gives tips on how the manufacturing process can be modified. If goods have to be tested at the point of production, Hermes Hansecontrol is ready and waiting. Hermes Fulfilment offers detailed reporting of all goods movements. Customs clearance for the import and export of all goods is part of its standard programme. Like HLGD, Hermes Transport Logistics offers its clients an efficient GPS tracking system enabling the current position of every transport unit to be monitored constantly around the globe. ![]() This is designed so that both systems can be used by a number of Hermes companies, including Hermes Logistik Gruppe Deutschland, Hermes-Otto International and Hermes Fulfilment, with different access rights. Kiss and the customer relationship management (CRM) systems are based on the same technical platform. Its 200 – 220 employees – this number is doubled in peak periods such as Christmas – deal round the clock with up to 25,000 customer contacts a day. The nucleus of Kiss is the centralised call centre in Hamburg. It provides customer service employees with an internet platform which supplies them all with the same level of information. How should one take care of one’s clients in a competent and responsible manner? Hermes does so using a system known as the “Customer information and control system”, or “Kiss” for short (based on its German name). ![]()
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