Contact Centre specialist KNOWHOW, which provides customer care and support for well-known high-street retailers Currys and PC World, is upgrading the communications infrastructure at its Sheffield call centre, and providing its 1,250 staff with Plantronics EncorePro 700 Series headsets.
The investment is part of a wider upgrade to its telephony systems, which sees a new Avaya system installed to enable staff to focus on delivering and maintaining high-quality communications and relationships.
A long time Plantronics customer, KNOWHOW is upgrading to the EncorePro 700 Series from SupraPlus headsets providing greater comfort for users and clearer call quality for Currys and PC World customers.
The new Plantronics headsets bring a range of benefits, including:
•Over-the-head Binaural or Monaural preferences for the wearer, ideal for lengthy or complex calls
•Extendible boom means users can adjust the microphone so it is in the best position for them to maintain customer call quality
•Designed to withstand everyday bumps and knocks, with Quick Disconnect so users can walk away from their desks without having to take off their headsets
•Future-ready with intelligent calling features and VoIP-optimised functionality to help maximise the return on investment for continued growth in multi-channel contact centre
As well as providing the headsets, Plantronics conducted on-site training for KNOWHOW staff, helping to ensure optimum call quality and guidance on how best to use the full range of features, including noise cancelling.
“Our customers have high expectations and calls can sometimes be long or complex in areas such as product functionality and support advice, so it’s important that we deliver a high level of first call resolution and customer service to meet their expectations,” said Jason Roberts, Head of KNOWHOW Customer Contact Centre. “We handle upwards of 12 million calls a year, so it’s vital that we provide our staff with a comfortable, lightweight yet robust headset that delivers high quality audio performance with both call quality and noise cancelling.”
“Plantronics has made the move incredibly smooth for us,” said Jason. “They took the time to give staff full training and to answer any questions; meanwhile, the headset swap was a seamless overnight process, with everything ready and working the following morning. Our team loves the new headsets, and indeed our colleague enablement scores have moved forward 6 points since launch, with many referencing the new Plantronics equipment as a reason.”
Judith Hogan, Head of Corporate Sales at Plantronics said: “Any PC World or Currys customer who needs help with delivery, installation, support, or repair and protect will need to speak to one of KNOWHOW’s call centre team, so for brand reputation and customer satisfaction, it’s vital that every call goes as smoothly as possible. Having the right headset can make all the difference to call quality, and to the comfort and wellbeing of the customer service agent.”
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