News: Customer Service/Care
Customer service training helps US apparel firm
05 November 2007
Robust customer service training has meant that US apparel company vineyard vines can keep on top of incoming customer orders.
The company sells high-quality patterned silk neck ties, colourful patchwork shorts, and beachwear and dresses for women. It has recently installed a communications system from service provider Avaya.
Avaya's IP Office means that each incoming call that the firm receives is answered by a live agent, meaning that customer service is really top notch.
"With IP Office, we can ensure each call is answered by a vineyard vines employee. If our agents in the call centre are all busy, an incoming call can spill over to the sales, design or production teams. We all go through customer service training, and we all know how to enter orders."
The transition to new Avaya system was made easier because the company was able to re-use many of its existing Avaya digital phones.
"Being able to migrate easily and quickly without losing all of our initial investment was one of the key deciding factors in choosing Avaya IP Office," said the company's telecoms manager, Quinn Veysey.
