CSL News
Kuehne + Nagel Invests $250k in Contact Center Upgrade
An extensive upgrade to Kuehne + Nagel's Critical Service Logistics (CSL) Contact Center telephone system has been completed. The upgrade enables calls to be automatically routed to the most appropriate customer-service representative, based on the caller's selection criteria.
The Naugatuck, Conn., Contact Center, established in 1993, consists of more than 60 customer service representatives, team leads and supervisors, providing support and order management to CSL customers around the clock. Each month, the staff handles more than 20,000 calls and 25,000 orders, with a call-abandonment rate of under 2.5 percent.
This new routing capability allows specifically trained representatives to better serve the customer. If a call is waiting in the queue over a specified amount of time, it is then directed to an alternate line to allow for enhanced and highly effective customer service.
The upgraded system also offers call prioritization. The order in which calls are received is controlled, allowing for prioritized staff response by call importance. Detailed reporting is also offered, both real-time and historical. Reports can be scheduled to run from any time period. The system allows for greater flexibility and control without having to alert other departments.
"Our customers will reap the rewards of this investment. They will be able to place product orders with our staff using set delivery options, as well as receiving order status and general product information anytime," says Tom Fernandes, Senior Director of Critical Service Logistics. "We're continuing to make significant investments to support our customers, as well as our internal growth initiatives."
Brown says the investment will pay for itself with the expanded capabilities of the Contact Center staff, giving Kuehne + Nagel a significant advantage over competitors.
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