VOXX Electronics Corp. has announced that significant service level improvements have been achieved by its VOXX Technical Support Group.
According to a statement, these improvements were “based on new initiatives put in place over the past year designed to deliver an even higher level of service to its installers.”
The new initiatives started with ensuring that the call center was being utilized to its full potential and capabilities by implementing improved monthly, weekly and daily reporting. The reports were designed to assist management in forecasting staffing needs based on call volumes and call center activity. Replacing old desktop technology and installing a new data system provided technicians with insight into tracking information based on customer and incident, allowing the team to respond and react quickly and efficiently to tpotential problems. The Technical Support Group also instituted an individual performance evaluation report that held each technician accountable, and improved productivity.
The Tech Support Group is dedicated to providing VOXX technicians with a “hands-on” experience through an enhanced installation program at the company’s R&D center and test facility in Hauppauge, N.Y.
“We recognize the importance of providing the highest level of tech support to our installers and are thrilled to announce the success these new initiatives have had within our Support Group over the past year,” said Tom Malone, President of VOXX Electronics Corp. “The new programs put in place under the experienced direction and leadership of Carl Peters, Support Group Vice President, have assisted us in increasing the knowledge base of our phone techs, thus improving installer satisfaction and reducing our lost call percentages into the low single digits; helping to support one of our biggest remote start seasons.”