IT Australia
Consumer complaints
For more than 10 years Micromex’s call centre has been responsible for all ITA’s consumer complaints. Over that period of time a database in excess of 100,000 consumers has been compiled with the logging of approximately 19,000 calls per year.
Overview
ITA chose to outsource their consumer complaint requirements and Micromex was able to offer an efficient and cost effective solution.
What were the biggest challenges?
-
Designing a customised database to enable data integration with ITA’s existing systems
-
Providing daily, weekly and monthly reports to head office as well as the manufacturing facilities in New Zealand, Japan, Europe and England
-
Integrating complaint data with sales data to establish benchmarks
-
Putting place reporting procedures in the event of critical complaints such as medical, legal, contamination (foreign matter) or threats
-
Provide instant address verification
-
Provide for the return and replacement of defective goods
-
Warehousing of replacement stock
Data collected
Data collected includes:
-
Name, address and phone number
-
Nature of call (manufacturing/non-manufacturing)
-
Call details
-
Place of purchase
-
Coded details from packaging which provides date and time of manufacture and machine details
Follow up - fulfilment
Consumers with manufacturing complaints are requested to return the faulty goods using a Reply Paid postal address or alternatively, a Reply Paid package is sent to the caller for the purpose of retuning the goods. All faulty goods are replaced.
Reports
Apart from the regular reports additional details are often required. These include:
- Daily, Weekly and monthly reports detailing:
|
