Festo opens Regional Contact Center for U.S. and Canadian CustomersIn an effort to provide a faster, more streamlined solution to U.S. and Canadian customers requiring information or assistance, Festo has optimized its services to provide answers in a timely and efficient manner.
As of March 4,2010, all queries from customers regarding placement or tracking of orders, request for quotes, product support or technical assistance will be directed through the new Regional Contact Center (RCC) located at Festo's Canadian headquarters in Mississauga, Ontario.
Festo is amalgamating its Contact Centers in Montreal, Quebec and St. Louis, Missouri to better serve the more than 20,000 customer calls and 9,000 faxes and e-mails it receives monthly from across the two countries.
"We want to better serve our customers," explains Contact Center Manager Greg James. "Festo customer service representation in both Canada and the U.S. has always been superlative, and the new RCC will allow us the opportunity to increase our efficiency."
The new RCC offers:
More Festo customer service employees to reduce customer wait-time;
Bilingual agents for French-language customers;
Extended hours of operations from SAM to 8PM EST;
Increased service during both U.S. and Canadian holidays;
Larger outbound calling team to apprise customers of all new product innovations;
Centralized product support team with knowledge of the more than 30,000 Festo products, including in-depth specialists for all electrical and mechanical enquiries;
Increased management overseeing regional growth of the Festo Online Shop.
Structured to answer 80 per cent of all incoming calls within the first 20 seconds, the RCC will employ a new fully automated inbound call and document distribution
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