Zamil Air Conditioners, a sector business of Zamil Industrial Investment Company "Zamil Industrial" and the leading international manufacturer and service provider of air conditioning systems in the Middle East, announced the launch of its new Customer Contact Center, a high-tech facility that has already begun to expand and improve the customer service experience for Zamil Air Conditioners and Zamil CoolCare clients in Saudi Arabia.
Tamer El Gendy, manager of the new Contact Center, reports that the facility's new Cisco telephone system provides a variety of powerful features, including automatic call distribution, conditional call routing, call-in-queue and expected wait time messages, enterprise data analysis, real time data, historical reporting, interactive voice response (IVR), computer telephony integration and call treatment.
The Contact Center PRI Line (Primary Rate Interface), containing 30 channels, and the new customer service number (92 0000 468) have been activated. The line can be accessed from any phone – land based or mobile. Customer service representatives also have the capability to use email and fax to supplement client communications, resulting in increased capabilities to provide a more satisfying overall service experience for all parties concerned.
The center uses Salesforce.com, the world leader in customer relationship management (CRM) services. The application is an international award winner, receiving some of the most prestigious industry accolades, including the Technology Award of the Year from InfoWorld, the CRM Excellence Award from Customer Inter@ction Solutions and the CODIE Award for Best CRM.
Utilization of the most efficient call categorization and routing equipment and software available has shaped the goals of Contact Center employees. According to Tamer El Gendy, "The tools available in the new contact center have helped the company to meet current internal and external customer service goals. We seek to exceed our customers' service-level expectations by satisfying each of their needs and requests; monitoring the process with relevant interdepartmental communications; updating customers on the progress of their requests, and tracking customer satisfaction via detailed surveys and evaluations administered at the closure of their case."...