Defy South Africa has opened a new national call centre in Hermanstad, Pretoria West, featuring realtime response software supported by a dedicated team of 28 agents.
“We have integrated software which ensures that calls are directly linked to all branches on a live system,” says Werner Lucas, national group service and spares manager at Defy. “Our customers will see a major improvement in our repair turnaround time, as well as a new feature on our website which allows you to log a service request.”
Apart from improving customer service through efficient technology integration, the call centre will also be used for training and development with the aim to improve customer relations. This call centre will also allow Defy to monitor call data continuously, to improve after sales service to the consumer.
In order for this seamless integration to take place, Defy has also issued 102 tablet computers to its technical team, which will make the process of issuing warranty slips and invoices to customers much easier.
“As the world becomes more digitalised, we saw it fit to embrace new capabilities so we can stand by our brand promise, always believing in better,” says Werner.
The service call centre will manage all Defy and Grundig after sales support and consumer queries. Defy will still make use of their individual service operations around the country to manage the technology and liaise with customers in a bid to improve service quality levels.