Saturday, July 10, 2010

One day @ the Fix-All call center

Many of us would have heard the recordings of interactions between call center agents and customers. Hilarious :) So, What is it like to be on the receiving side in the Fix-All call center? – First hand narration.

What is the objective of 95660 58885? Customers reach us on this number to register their service request. We take the customer details including the address, phone number and preferred time of visit by out technician. We work with our technicians to service the request. We have serviced customer calls at 5:00AM (yes you heard it right!) and 11:30PM (that is early morning for people like me who sleep at 9:30PM). We ensure that the technicians reach our customers on the agreed upon time. Once the request is serviced, we call up customers to get feedback. Feedback plays a very important role in our process. We take feedback in 100% of service requests. This helps us fine tune our services towards the goal of “customer delight”. Over the last few weeks of operations, one thing has become clear. Our customers and potential customers are storing our number, once they get it, and calling us back when required. This is really encouraging.

Last week was interesting, first time we offered our service to a temple in Vadapalani :) Auspicious! We received calls from customers requesting for people who can provide with cloth ironing services :)Shows people are thinking about us and what we offer, though at times, imagination runs wild. Mylapore and Ashok Nagar seem to have taken a liking to our services. We are working on a complete makeover of our website, and brochures are ready. We are also launching new subscription services that will add value to our customers. We look forward to sharing with you all soon and getting your feedback.

Last but not the least, may the best team win the soccer world cup and may the best team be Netherlands :) Have a great weekend.

Thanks,
Fix-All team

3 comments:

  1. You guys are just doing it amazingly! Good Luck and Have Fun!

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  2. Pretty good concept..Heard a lot about your good services in chennai from one of my friend who was your customer and will love to use your services. All the very best.

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  3. Dear All..
    Who is the owner of this company.. I didn't get good response from this Fix all people.i just inquired
    to provide the services in Ramapuram but they told to send message and they will refer to some other services. is it trust services or fake..

    ReplyDelete