To address the need for a cost effective and efficient solution to service its customers, Whirlpool corporation — manufacturers and marketers of home appliances — has deployed an integrated server based contact centre solution called Paragon, developed by Parsec, solution providers for the contact center industry
Paragon call center has been implemented by Whirlpool in 5 cities to service customers.
The challenge for Whirlpool was to find a cost effective and efficient solution to service it’s customer complaints and queries.
A. Natarajan, Manager, customer support, Whirlpool Corporation said, “Earlier Whirlpool was using Lucent’s Definity call center for its Delhi operations. The operation and maintenance cost of this center was very high. The other big issue was of lack of suitable MIS and the additional cost of integration and implementation of CT enabled services like integrated screen popup, IVR and integrated fax on demand. Paragon addresses these needs effectively. The inbuilt IVR front-ends all customer calls offering various options. Based on the caller’s input, IVR plays out the requisite information or connects the call to a free and suitable agent, along with a Screen Pop-Up detailing the client interaction history.”
Natarajan added, “By using Paragon call center solution, Whirlpool has also been able to establish a complaint logging customer care center for servicing its customer 24/7. Now customer service representatives can handle existing customers, record their complaints and schedule them to be attended by the service engineers more efficiently. This in turn reduces the response time of field support team leading to higher customer satisfaction.”
From CXO Today