Expolink, the leading Wiltshire-based provider of multi-channel contact centre services, has been awarded a contract by Dometic UK to provide first line telephone support for customers using the company’s comprehensive range of accessories for camping, caravanning and motorhomes. Dometic UK is part of the Dometic Group, a customer-driven, world-leading provider of leisure products for the recreational vehicle, automotive, truck and marine markets.
According to Imogen Clarke, Customer Services Manager of Dometic UK: “Expolink understood what we were trying to achieve and demonstrated a successful track record in the delivery of similar projects for other clients. Working in partnership with Expolink will have a significant impact on the business by enabling us to enhance the customer experience and build a positive perception of the Dometic brand across the UK.”
Expolink is now handling all calls to Dometic UK’s main customer enquiry number during weekdays. Callers, who include end user customers, speak directly to an Expolink agent who directs them to sources of information to resolve their queries.
The service went ‘live’ in August after a comprehensive training programme to familiarise more than 20 agents and team leaders with Dometic’s range of products for camping, caravans and motorhomes. These include air conditioning, awnings, windows and roller blinds, sanitation systems, kitchen products, safety solutions, generators and battery chargers.
“Customers are quickly connected to a friendly and knowledgeable agent at the end of the phone to help resolve their queries and enable Dometic UK to deliver an even higher level of service,” added Expolink. “We are also providing additional resources to scale up operations to meet seasonal changes in call volumes and ensure that all calls are handled consistently and efficiently.”
The initial results have already been extremely positive and Dometic is now planning to take advantage of Expolink’s outbound calling expertise with a number of campaigns as part of its ongoing marketing strategy.