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Leading bathroom, kitchen and heating distributor BCG has gone back to basics and consulted its customers on what direction they would like to see the business going in. The result is that BCG has totally reorganised its contact centre operation, offering a more personal service and enabling calls to be directed more effectively.
BCG has created four regionally focused teams for Scotland, North, Midlands, and Wales/South and each team member has been directly assigned to an ASM for that area.
Menu options have been simplified directing customers' calls more quickly and effectively. The New Business Team has been strengthened, with more personalised service for new customer accounts, whilst many key accounts now have designated personal contacts.
Other projects in the pipeline are automatic voice messages informing customers if they are approaching their credit limit; a voice portal to allow customers to carry out stock and pricing enquiries by phone 24 hours a day; and the possibility for more customers to place orders electronically.
www.bcgxl.co.uk offers real time stock availability with answers to their stock queries at any time of the day. Contact BCG to register free of charge for BCG's E-Services
0870 60 60 601
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