CALL CENTRE/HELP DESK

As part of the total commitment to customer service, Gilbarco has its own call centre located in the Head Office building. This is currently an inbound call centre that is staffed 24 hours a day 365 days a year. All calls are answered according to the customer's response requirements, and all calls are answered personally - not by voice mail or interactive voice recordings.

A range of 0800 free phone numbers are available to customers and operators respond to calls for all aspects of company business.

A staff of 8 take up to 5000 calls a month from customers and employees throughout the country. The subject matter can vary from an EFTPOS fault in a retail store to a major product spill on a service station forecourt.

When they are not taking calls, operators are involved with call data analysis, reporting and management, on-line job closure, emergency management and other administrative tasks centered around the provision of excellent customer service.

The call centre is poised to become an even more vital 'hub'. The purchase of new software in 2005 allows operators to undertake more of a help desk role providing a faster, more efficient and complete resolution to customers' problems.

This advance also enables the call centre to expand and offer a high quality service to other companies customers as a third party call management operation. Please contact us if our help desk can assist your customers!