Online Tour (page 23) - Telephone Sales
Next stop in the Service Center is our Telephone Sales
area. Our phone sales representatives an average of 1,200 calls each weekday, and up to 2,800 at peak times. During major ad campaigns, such as national Parade
Magazine ads, our inbound call volume can peak to over 10,000 per day. We
also send out an average of 3,000 e-mail notifications daily to customers who
have asked that we let them know when special pieces have arrived. Click
here to learn more about our E-mail Request Program!
Typical inquiries received in our phone sales area include
questions regarding piece or pattern availability and pricing, order placement,
identification assistance requests, and product history questions. Representatives
working tiered schedules are available at 1-800-REPLACE (1-800-737-5223) 9 am – 10 pm ET, 7 days. We always look forward to your call!
Another company initiative, to help keep our telephone answer
speed fast (we average about 10 seconds to answer a telephone call), is to cross-train
employees from other departments to assist on the phones during peak times. This
includes our senior management, and our owner, Bob Page! All of these people are
already product experts, and are very qualified to assist customers during peak
times such as holiday seasons or special ad campaigns.
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