Plantronics, global leader in audio communications, has been recognised with the 2016 Global Frost & Sullivan Award for Customer Service Leadership. Each year, Frost & Sullivan presents this award to a company that has demonstrated outstanding timeliness and quality in offering a service.
Plantronics provides the customer service department, and thereby the customers themselves, with immediate access to managers and executives across the company when needed. Customers interact with technical support representatives (TSRs) who do not use a script. Instead, they are encouraged to proactively make decisions and engage with customers through genuine conversation.
“The TSRs are empowered to make decisions and take relevant action for each case, rather than apply a one-size-fits-all solution,” said Frost & Sullivan Research Analyst Jarad Carleton. “Multi-year training and coaching ensure that the TSRs understand when a goodwill gesture is warranted. Such methods will go a long way in enhancing customer satisfaction and loyalty.”
TSRs are provided with rigorous training and given hands-on experience with different headset configurations to improve first-call resolution (FCR). Unlike many contact centres, Plantronics doesn’t require customers to create an account to access help tools or go through a series of questions before speaking to someone. It simply provides toll-free numbers for customers to contact TSRs quickly without any hassle.
Another innovative aspect of customer service provided by Plantronics is its dedication to in-warranty replacement. The company offers online tools that facilitate simple in-warranty replacements. In 70 percent of its global operations, Plantronics replaces the product within 48 hours by shipping the replacement before it has received the defective device from the customer. These efforts have pushed up satisfaction in the replacement process by 14 percent and increased the timeliness satisfaction score by 11 percent.
“We believe that providing great customer service is valuable to the overall Plantronics business,” said Paul van den Berg, vice president, global customer care, Plantronics. “Receiving this award is a testament to our continued investment to empower our people with training and tools they need to best meet our customer’s needs. As customer support becomes more important than ever, we continually look at our internal training tools and customer service procedures, so we can further build on the high standards we set for ourselves in creating a positive and lasting experience for our customers.”