Automated outlet locator solution

 Eckoh in association with business partner BT, provide Electrolux UK with an automated outlet locator solution. Before the automated service was introduced, customers calling Electrolux to locate their local service centre  from a non-geographic number (e.g. mobile phone), were transferred to an Electrolux contact centre agent. Eckoh's automated solution uses interactive voice response technology to capture the customer's home phone number and then carries out an instant match with the "Arealink" database of Electrolux outlets to provide details of their required service centre outlet. This enables Electrolux to route customers calling from non-geographic numbers quickly and efficiently to their local service centre, without the need to transfer to a live call centre agent.

Benefits to Electrolux

• Increased operational efficiency due to automation of routine call types
• Extended customer service offering on an around-the-clock basis
• Increase in contact centre agent satisfaction due to reduction of routine calls
• No requirement for costly in-house systems
• Seamless integration with back-end databases
• Ability to track volume of calls handled

Benefits for Electrolux Customers

• "On the move" access to service outlet information on a no wait, no queue basis
• 24/7 service availability
• Ability to transfer to a live agent if required
• More customer service choice

About Electrolux

Electrolux is the world's leading international appliance company. Each year, some 55 million consumers in more than 150 countries choose Electrolux products, such as cookers and cooktops, ovens, fridges and freezers, dishwashers, washing machines, tumble dryers, room air conditioners and vacuum cleaners. That translates to two products bought from us every second, every day of the year. In addition, Electrolux help hundreds of thousands of professional users manage and develop their businesses with solutions for professional food service and commercial laundry, as well as with Electrolux forestry, industrial cutting and professional garden care products.