Contact Center Solutions Featured Article

December 13, 2012

Hawker Beechcraft Selects Callcap's Callsurance to Enhance Aftermarket Customer Service

By Sujata Garud

TMCnet Contributor

Callcap has been selected by Hawker Beechcraft Corporation to continually enhance its aftermarket customer service. As per the contract, Callcap will focus on the enhancement of the aircraft manufacturer’s customer experience, including aftermarket care for its customers.

Callcap’s Callsurance system will enable Hawker Beechcraft Customer Service Center call recordings to filter through the Callcap listen center in near-real-time for evaluation by call analysts. Evaluation criteria will be custom created through a collaboration between the Callcap team and the Hawker Beechcraft Customer Service team, and will help identify training opportunities to improve the overall aftermarket customer experience.

The selection was made due to the former’s excellent track record of helping clients improve CSR (News - Alert) (News - Alert) performance and increase revenue through call recording and evaluation.

David Keeton, co-founder of Callcap, said, “HBC continues to show an unrelenting dedication to its customer base. Callcap is excited to be a new vendor, and our team is 100 percent committed to assisting HBC continue its outstanding aftermarket experience.”

Will Steinhoff, president/CEO at Callcap, said, “Callsurance was originally designed around sales effectiveness. Today the service acts as an experience net; improving sales, operations, customer satisfaction, and loyalty. We’re very proud to serve Hawker Beechcraft and their dedicated customers.”

Recently, Callcap partnered with Sears Home & Business Franchises to manage the tracking and recording of all their corporate marketing phone numbers. Callcap products and services are an ever growing suite of Web-based business solutions to assist users in effectively managing their business, helping it grow without a huge investment in expensive equipment or time consuming monitoring.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert) (News - Alert). Follow us on Twitter.

Edited by Brooke Neuman

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