Clearly Contacts, positioned as the Internet’s largest optical store, has created a call center to handle its rapidly expanding customer base. The company is facing the growth challenge head-on in an environment where many companies are cutting back.
"Operating in 150 countries requires our call centre to deal efficiently with multiple languages and dialects, time zones, local customs and currency conditions on a 24 hour, seven day a week basis." said Kam Dhillon-Josh, director of customer Service at Clearly Contacts, in a Tuesday statement.
The company understands that staffing, training and personality-fit are keys to the establishment of a successful international call center. Clearly Contacts currently handles more than 1,200 incoming calls and 400 e-mails on a daily basis.
Customer service agents also make numerous outbound calls to follow-up on previous transactions and customer inquiries generated on its website. As the business continues to grow, the call center has had to adapt to be able to continue to deliver the same personalized customer service to a growing number of customers.
"We have to make sure our employees are well trained in superior call centre procedures as well as the fundamentals of the vision care products we sell, such as contact lenses and eyeglasses. We have expanded our ongoing in-house training program to ensure a constant education." said Dhillon-Josh. "When you combine that training and education with the freedom our representatives have to interact one on one with our customers the result is outstanding customer service."
Automation has proven to be an effective tool in increasing the quality of the customer service that Clearly Contacts is able to deliver. Dhillon-Josh noted that sending a customer a waybill while interacting with them on the phone makes them feel connected to the company. These customers appreciate this level of service.
Clearly Contacts also hopes to stand out in the international call center space as its representatives are not required to repeat pre-scripted responses to customers’ concerns that are so common to many other call centers. The company prides itself on positive customer feedback that confirms the success of their operating techniques.
"It is a personality we look for; someone who is willing to go the extra mile, and is understanding and helpful." added Dhillon-Josh. "We use peer interviews for new hires, we promote from within and our people on the front lines are encouraged to suggest new ideas to further improve our services."
Clearly Contacts is taking an innovative approach to customer service and its current growth demonstrates that the company is on the right track in serving its customer base. It is the company’s response to this growth and the level of customer service they are able to deliver over the long-term that will determine their ultimate success in the market.