Indesit

The Background

Indesit is one of Europe’s leading manufacturers and distributors of electrical appliances, such as cookers, fridges, washing machines, dishwashers and microwaves. Indesit hold many ties to other big brand names and speak passionately of their ability to offer customers a seamless and efficient service, delivering reliable and energy efficient products.

The Challenge

• Offer a quicker and faster solution to their customers, enabling them to speak to local agents.
• Increase call answer rate
• Enable better staff training and development

The Solution

The customer calls 902 133 133; once the number has been dialled, Elite would then use the caller’s geographic location, determined by the caller’s postcode, to quickly route the call to the customer’s nearest and local Indesit call centre.

An effective IVR platform means customers are able to navigate through the menu to press to speak to a customer service agent, which is when Elite would route the call.

Elite also helped implement a call recording solution to ensure that calls were always monitored, which could assist with training and developing call agents.

The Result

Increased answer rate – Indesit is no longer losing calls; the average answer rate is now 99%
Increased customer service and customer satisfaction – Network call recording allowed the quality of calls taken by service centre technicians to be up to standards.
This Elite solution included the following products and services:

• IVR
• Business Telephone Lines
• Call Recording

Featured Services

A full range of quality business Phone System solutions from Elite Group

Unified Communications

Expert systems for any business; Elite provides productivity-enhancing voice solutions in the Cloud, on-premise or via Voice over IP.

A full range of connectivity solutions from Elite Group

MPLS

A big business must-have. If you operate over three sites or more, we design bespoke high-speed networks which improve reliability and control.

A full range of IT and Cloud services from Elite Group

IT & Cloud Services

Power your business with a world-class datacentre, utilise our unrivalled firewalls solutions and unify your communications with a state-of-the-art hosted desktop solution.

A full range of Business Mobile solutions from Elite Group

Business Mobile

We offer the best business mobile and tablet plans across all major mobile networks with the widest and latest range of devices.