As a leading household appliance manufacturer, our customer is committed to promptly repair appliances when contacted by customers. Repairs under warranty are “no cost” to the customer but, represent a significant cost to the vendor. Challenge Field services are expensive and require scheduling during business hours, thus extending usage disruption and aggravating customers often when they are not at home. On the other hand, over the phone resolutions, when possible, are immediate and cost effective. But with hundreds of call center agents working in 10 different languages and with 40 different types of technical fixes the call center was challenged in

Join for free to read