Contact Center Solutions Featured Article

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

December 13, 2012

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

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!