One of the
biggest companies Toshiba has requested training about a CRM program that has
been used for its global call center.
Toshiba Europe needed a new training session for the new agents of the Call Center to give a technical support for notebooks of Toshiba for all over Europe. There they decided to work with Disual for its experience on especially Siebel Customer Relationship Management Applications. Siebel CRM enables world-class customer service with real-time, multi-channel customer interactions. Also it execute Internet-based to identify and acquire new customers, and to develop customized product and service offerings that meet customer requirements and expectations
Siebel Contact Center and Service product family helps businesses deliver quicker, better, and more-efficient customer service. Whether a company needs hosted, mobile, or on-premise solutions, these applications provide optimal resource deployment, speedy issue resolution, one-and-done request handling, and powerful tracking and analytics capabilities. As a result, businesses can increase customer satisfaction while cutting costs at all touch points around the globe.
The Toshiba's Siebel training took place in 2 different places. These trainings include the agents and the supervisors training.
The first one was in Rabat / Morocco on 24 May until 1 June. 18 new agents of Toshiba Call Center have been informed about Siebel usage. The first interaction with the customer, registration processes, warranty verification process, troubleshooting the problem of the customer and editing the database, Order creation and all other procedures was included in this training. The training in Rabat was in French language even though the data base will be used in English.
The second training was in Barcelona / Spain on 13-17 May. 15 more agents was ready to take this training. Although the support that they will be giving will be the same, the procedures that they will follow were completely different. So new procedures and different types of data entry took place in this training. All types of behavior on Siebel was set and explained during this training. The language of the training was in half English half Spanish so the agents were much more in control.
The both areas go live in 1 week period time after their training sessions and the training was really successful. They can now easily handle all the customers via Siebel CRM application. Toshiba's agents can provide a global and qualified support via Disual's training.