Bullet Implements State-of-the-art Phone System to Enrich Customer Experience
Bullet, the Hialeah, Fla. supplier, announced the implementation of a new phone system to generate a superior customer experience. Providing a positive impact for the low-price leader's customers, this initiative strengthens the company's ability to provide exceptional service, reliability and quality at industry-leading prices.
The phone system has been implemented in the general call center and pre-production customer service departments. By tracking incoming calls and current call volume, the system distributes calls to employees with the applicable area of expertise and reduces customer wait times. By providing a system to track customer interactions, representatives can quickly assess the current status of an order and determine the appropriate information needed to release the order to the next step in the production process, expediting both call times and order fulfillment.
Management also utilizes the system to track call progress. In the event that a customer's concerns are not able to be quickly addressed, the system alerts the manager who can step in to provide assistance, ensuring that complex requests are handled quickly and accurately for the customer. The system further assists management by prioritizing orders, which guarantees that deadlines are met and orders are shipped when promised.
Global metrics for service levels, issue resolution and call volumes are reviewed on a regular basis to ensure that areas of improvement are quickly rectified. The resulting continuous improvement initiative allows customers to experience extremely efficient service, and helps Bullet maintain its low prices. Enio Martinez, senior customer operations manager, led the initiative to implement the system.
"By elevating customer needs to the forefront, our clients can trust that Bullet will provide exceptional service and will strive for complete customer satisfaction," Martinez said.
For more information, visit www.bulletline.com.