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[September 2004]
Sacmi's Call Centre Proves Popular
With an average customer satisfaction rating of 4.5 (out of a maximum of 5), Sacmi (Imola, BO, Italy) says that its ceramic division call centre passed its first test with flying colours. Launched at the start of 2004, it has already been used by over 150 customers, most of them from outside Italy.
By the late summer about 30 calls were coming in each week. The help desk, complemented by the group's web-based services, is designed to provide a fast response 24 hours a day in English, Italian, French and Spanish. Sacmi operators register the customer's request immediately and then put them in touch with specialised technicians as soon as is possible.
So far, those technicians have been able to start solving problems within 24-48 hours. The call centre transfers the requests efficiently and quickly to the various customer care offices, each specialised in a specific stage of the production cycle.
The service is available to all tile manufacturers and is accessible by 'phone, internet and e-mail.
Get the links at: www.e-support.sacmi.com
ENDS