The hardware distributor Window Ware has reported a response rate of 99.02%. This means that, since October last year, members of Window Ware’s customer service team have picked up an average 99.02% of all calls within their target time of 10 seconds (three rings) or less.
Sarah Binns, Window Ware’s internal sales and marketing director, said: “Our customers are always under pressure to hit deadlines and complete jobs, so the last thing they want is to put their busy work schedule on pause while they wait for sales or technical support. That’s why we make it our mission to answer the phone quickly, every time.
“As a supplier, we absolutely must ensure reliable and responsive communications for customers. Our current phone response times demonstrate we are doing just that.
“But it isn’t just the speed of the response that makes a difference, a personal response matters too. Whenever a customer calls Window Ware, they’ll speak to a real human being rather than a robot, who will be able to give them precisely the answers they need.”
To help maintain its quick response times, Window Ware created a new role within its sales office. Sales coordinator Emma Ajibawo, who joined the company in September, deals specifically with quote requests, invoice queries and making sure that customer credit notes are processed quickly.
“We are always looking at ways to improve our response times,” added Sarah. “Emma has not only helped us provide more efficient and more focussed query resolution, she has also enabled the rest of the sales team to concentrate on processing orders, responding to product queries and ultimately getting the goods out to the customer right on time.
“Our inside sales team consistently pull out all the stops to maintain a constant and responsive point of contact over the phone for customers and provide the friendly, ever-professional and expert voice they need.” For more information about Window Ware, call 01234 242 724, email sales@windowware.co.uk or visit windowware.co.uk.
