Voice Contact Center from the OEX Group is developing their cooperation with Rossmann
Voice Contact Center supports customer services for drugstore Rossmann, supporting both in-store and online customers. During the pandemic, the demand for online drugstore services doubled.
The cooperation began at the end of 2018 in order to ensure costumer service for clients interested in the popular Black Friday sales.
“During the time when Rossmann has sales it is always a period of increased activity in the Customer Service Department. Partial outsourcing gives us the opportunity to adjust better to the fluctuating changes and manage current peaks in sales. A reliable outsourcing partner enables us to pursue our goals and quality standards in the most optimal manner.” - Says Anna Chmielewska, Manager of the Customer Service Department in Rossmann. After the sales period was over, Rossmann has decided to continue the cooperation with Voice Contact Center in the area of customer experience.
Consultants support drugstore clients everyday through the means of telephone or email communication. Voice Contact Center’s task is to support clients in both their in-store and online shopping. They provide information regarding current sales, product offers, compliant rules and return policy.
„We wish to guarantee our clients the most professional support in all areas of the firm that they might encounter. An easy access to the most crucial information and a fullsome support as soon as possible. The Voice Contact Center Team helps us in pursuing our goals, especially in the periods when there is an increase in customer activity. “ - Says Anna Chmielewska.
As mentioned before, during the pandemic there was a significant increase in activity in the Customer Service Department therefore, the scale of actions performed by Voice Contact Center has doubled.
„The meaning of a perfect service has been defined during the pandemic because, more clients have decided to order products through e-commerce websites. We had many enquires regarding the new version of the app as well as the benefits of being a member of the Rossmann Club. We also answered to questions regarding the functioning of stores during the lockdown.” – Comments Krzysztof Banaś, Director of Voice Contact Center Operating Center in Łódż.