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News : Shaker Group Unveils New Customer Contact Center
Jeddah, Dec 16, 2013 -- Shaker Group officially announced the launching of its new Customer Contact Centre, a facility that has already begun to expand and improve the customer service experience for Shaker Air Conditioners and all other Shaker brands in Saudi Arabia.
Shaker Group launched a centralized call center in Jeddah to cater to its customers around the kingdom. A dedicated toll-free 800 number and a unified number were introduced to facilitate and enhance customer's service by directing service calls to the call center at any time to ensure quick and efficient service.
This call center would be serving the whole group with the different brands throughout KSA. It would be located / centralized in Jeddah. Initially starting with 25 agents and easy to extend. It would be following Call Centre international standards and service level according to Shaker KPI's.
Shaker's new contact centre provides a variety of powerful features, including automatic call distribution, conditional call routing, call-in-queue and expected wait time messages, enterprise data analysis, real time data, historical reporting, interactive voice response (IVR), computer telephony integration and call treatment.
We seek to exceed our customer's service-level expectations by satisfying each of their needs and requests; monitoring the process with relevant interdepartmental communications; updating customers on the progress of their requests, and tracking customer satisfaction via detailed surveys and evaluations administered at the closure of their case." said Sheikh Hakam Abu Raeesha, COO Al Hassan Ghazi Ibrahim Shaker Company .
Posted by Veronica Silva Cusi, news correspondent
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About Shaker Group:
The Shaker Group is a full service transporation company offering logistics solutions to our customers distribution challenges.
Published: Monday, December 16, 2013