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Cooper Lighting and Security has expanded and upgraded its Doncaster call centre to handle sales inquiries for all three of the company's brands, namely Crompton Lighting, Menvier and JSB.
Now employing more than 40 sales co-ordinators, the call centre operation has shunned the use of a computerised answering system, preferring instead to provide customers with a personal service when they contact the company. As part of this approach, the sales co-ordinators are divided into regionalised teams so that they build up knowledge of their own customers' requiremnets. In addition, some personnel are dedicated to co-ordinating major contracts.
With both stock availability and distribution information at their fingertips, the sales co-ordinators can deal effectively with incoming calls. Order inputs are linked directly to the company's scheduling and production systems, ensuring that sufficient quantities of raw materials and components are purchased to meet future demands.
As well as employing additional staff, Cooper has also installed many new ISDN lines and invested in a sophisticated call handling system equipped with the latest ACD (automatic call distribution) technology. Using regualr reports from the system to monitor call patterns, Cooper is able to cater for peaks and troughs, therby ensuring that it maintains a fast-response personal service.
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