Bell opens new call centre

Bell opens new call centre

7-Oct-2011 Source: Bell

Bell Helicopter, a Textron Company (NYSE: TXT), has implemented a new call center for customers of its Aeronautical Accessories brand and its Repair and Overhaul operation in Piney Flats, Tenn.

The call center simplifies the process of incoming customer calls and increases routing capabilities, resulting in reduced overall call time and more rapid inquiry resolution.

“The implementation of the new call center is the first phase of our global initiative to better respond to customer needs and enhance the customer experience,” said Danny Maldonado, Senior Vice President Customer Support and Chief Services Officer. “We are very pleased with the reaction from our customers and are continuing to find new solutions, like the call center, to support them now and well into the future.”

As part of the call center, sales administrators received new Voice-Over-Internet-Protocol telephones and a mission specific messaging system designed to address inquiries based on function and need, such as high priority aircraft on ground (AOG) calls.

“Through the new call center, we are able to provide our customers with personal attention from dedicated sales representatives that understand their business objectives,” said Jennifer Lunceford, Aeronautical Accessories Sales Manager. “We can now guarantee a subject matter expert is on hand to answer specific inquiries and ensure customers receive the most current and accurate information.”

Overall, the customer feedback on the new call center has been very positive.  “We have noticed a tremendous improvement in call response and significant reduction in the time it takes to reach a sales representative,” said Victor Aviles of Heliworks, Inc. “We appreciate the way Bell Helicopter has made it easier to purchase and gather information about Aeronautical Accessories parts and applaud their efforts in constantly improving customer communications.”

Development and testing of the system began early this year as part of Bell Helicopter’s strategic initiative to expand on its industry leading customer support. A similar call center approach will be launched throughout other parts of the company in 2012.

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