UTI Direct CALL CENTER is operational
The launching of a unique center that assures the direct contact with the customers represented a challenge for UTI, challenge that no other company with such a large customer portfolio would resist. The necessity to implement modern techniques in the management process, involves first of all a new approach to the relationships with the customers, meant not only to maintain the good relationships, but also to extend them.
The above mentioned correspond to the UTI Mission to permanently identify the customers’ needs and to provide global solutions, flawless services and valuable products. We consider that one of the possibilities of being as close as possible to our customers is the direct contact, 24 hours/day, 7 days/week, 365 days/year! Today, the direct contact with our customers is accomplished through UTI Direct Call Center!
UTI Direct Call Center represents the functional entity able to communicate in real time (voice/data/audio-video) with its customers. It serves simultaneously two categories of customers: internal (used by the management for coordination) and external, assuring the customers’ operative connection with representatives of our company.
Thus, not only have we reduced the time necessary to answer to a customer’s request, but we have also noticed an improvement of the customers’ satisfaction level, the operators having instant access both to the customer’s specific data and to the complete history of the interactions with the customer. The permanent concern with the improvement of the customer’s satisfaction led to new initiatives, namely, to provide in the near future a system that should monitor the answers provided to the customers, that should improve the measuring process of their satisfaction, answers formulated upon testing the customer’s satisfaction level by the Operational Management Department and Quality Management Department within UTI Group, as well as a system of direct monitoring of the settlement stages of the registered requests by the customers.
UTI Direct Call Center is at our customers’ disposal as Service Desk ever since the second semester of 2004 and we intend, by the end of 2005, to develop the service range provided to the customers with Help Desk services and inbound services (call reception) for any type of information related to products, services, documentations/procedures.
UTI Direct Call Center currently assures the taking over of all technical assistance and service calls, both during and after the warranty period. A specialized operator records all the information necessary for the efficient and prompt settlement of the customer’s request. The registered requests are immediately transmitted to the person in charge within UTI. Each registered call receives a unique ID, used for the verification of the settlement stage of the caller’s request.
UTI Direct Call Center is the result of the effort made at all management levels within UTI. Carefully structured procedures have been elaborated and implemented, so that they could cope with any situation. The service personnel understood that the new provided service, namely Service Desk, does not only help them, but also assists the customer in its needs. The service-desk operators are aware that each customer must be treated promptly and attentively, this approach leading to a very successful collaboration with the service teams.
The report drawn up periodically by UTI Direct Call Center provided us with some very useful information in order to remove the noticed deficiencies, both in the activities provided to the external customers, and the deficiencies noticed within the internal organization of the activities. The capitalization of this information led to a correct definition of the operational processes and to the assurance of a unitary work mode within the companies belonging to UTI Group.
The setting up of the IT Help Desk service, in its first stage available only for internal implementation, becoming available for external customers in the near future, led to the substantial increase of the labor productivity within the IT Department. This experience led to the decision, taken by the UTI management, to accelerate the implementation of the project for other services as well, such as the administrative, quality management, financial services.
The technology used by UTI Direct Call Center assures the rapid taking over of all intervention requests, their transmission to the operational personnel, as well as the monitoring of the incident settlement from its initial stages to its finalization. Each claim is automatically registered and the intervention period mentioned for each contract in turn is also monitored. The customer database is updated permanently, assuring thus the service traceability.
UTI Direct Call Center supports its customers, by providing them with Technology for a safer world!
