Client Case Study – Dow-Jones Plumbing
Dow-Jones Plumbing Services is a 30-year old legacy brand that renders plumbing, maintenance and repair services in the Johannesburg area, with a wealth of customers in the public sector. Dow-Jones reeled CallWorx in to render a professional inbound after-hours answering service and to ensure all queries and requests for emergency services are handled efficiently.
The Task at Hand
As a well-established plumbing services company, Dow-Jones receives high volumes of after-hours inbound calls that includes general inquiries and requests for quotes, as well as requests for emergency plumbing services. CallWorx was tasked to implement a call centre service to ensure that all of these queries and requests are handled speedily and professionally.
The CallWorx Approach
CallWorx established an end-to-end after-hours inbound call centre service for Dow-Jones, with a comprehensive range of functions to provide for effective management of their high volumes of queries and requests. The full details of every call is recorded for Dow-Jones’ records and for follow-up, quality control and reporting purposes. In the event of requests for emergency services, the standby technicians are notified accordingly, and escalation processes are implemented, which includes SMS and email notifications to their managers.
Outcomes
CallWorx renders a complete service for the handling of Dow Jones’ high volumes of after-hours calls, which helps to expand their operational capacity. All inquiries and requests for quotes are recorded for follow-up, and requests for emergency calls are dispatched swiftly. This helps to ensure that Dow Jones retains their sterling client service track record and maintains the utmost professionalism.
