New Plantrocare Service Aims to Help Call Centres of all Sizes Improve Customer Service and Grow their Business in Today’s Economic Climate
Plantronics, Inc. (NYSE: PLT), the world’s leading provider of
lightweight communications headsets, today unveiled the industry’s first
wrap-around service portfolio to help organisations preserve their
investment in both new and existing headset equipment in order to reduce
operational costs through increased productivity. The new program,
called Plantrocare, was designed specifically to help call centres of
all sizes focus on their core business and increase customer
satisfaction in order to maximise growth, an important issue that’s top
of mind for all organisations in today’s unstable economic climate.
“As a pioneer in the headset industry for nearly 50 years, we recognized
a gap in the market for organisations that have made the initial
investment in headset equipment but need help streamlining their
processes to control spending,” said Richard Kenny, European Manager of
Contact Centre products at Plantronics. “With Plantrocare, we’re
providing call centres and organisations the opportunity to pick and
choose from a range of innovative and valuable services – based on their
individual unique business needs – to help them organise their spending
on headsets at a fixed level, and in return, implement a more controlled
budget and free up their capital for business growth activities.”
Leasing Option
The Plantrocare portfolio of services introduces a budget-friendly
leasing program that helps customers maximise the performance of all
their assets and use their capital in the most effective way. Ideal for
organisations looking to spend their capital on growth activities, the
new leasing program is a flexible solution that covers hardware,
software, training, maintenance and more, in one simple, regular payment
– including an upgrade option for newly released headset models or
migrations to new technology, such as Unified Communications. When the
lease term ends, customers simply return the old equipment and renew
their contract to receive brand new replacements across all centres.
Warranty Program
Due to the company’s supreme confidence in their products, Plantronics
offers a comprehensive warranty across their professional range of
headsets and audio devices. For organisations looking to maintain their
investment in Plantronics products for a longer period, Plantrocare also
includes the option to extend the warranty for another year for a
minimal additional cost. In the unlikely event of a defect or
malfunction, Plantrocare offers two options for quick and easy return:
1) via the Plantronics self-service internet portal, which is available
24/7 and ideal for smaller call centres; 2) or Plantrocare’s premium
replacement service, which enables businesses to bypass the self service
portal and make a single call to cover all their needs, including
pick-up, diagnostics, replacement for warranty products and proper
disposal for out of warranty products in accordance with WEEE
regulations.
Portfolio Management - Maintenance Contract Service
Plantrocare’s innovative new maintenance contract service enables
organisations to protect their headsets investment, establish and
implement a clear health and safety policy and help streamline the
management process across multiple sites – ultimately freeing up the
business to focus on improving customer service. Ideal for call centres
with multiple sites to manage a large installed base, this new service
ensures that all faulty headsets are collected and checked by the
leading experts at Plantronics’ service centre – regardless of the
headsets’ age, make or model – all from just a single phone call.
Applicable to products both in and out of warranty, Plantrocare’s
maintenance contract service is available for a fixed fee per year that
is based on the number of headsets owned by the organisation.
Expert On-Site Service
The first of its kind, Plantrocare’s new Expert On-Site Service was
designed to transfer Plantronics’ fifty years of headset expertise
directly through a highly experienced team that will focus on areas
which directly impact an organisation’s business, enabling employees to
improve their first call resolution through improved audio. With the new
Best Practice Clinic, organisations learn directly from the experts at
Plantronics how to ensure to that their employees are getting the most
from their headsets, including how to wear and care for the equipment
properly. In addition, Plantrocare also features an advanced Technical
Assistance Centre that provides superior native language support
delivered by highly trained professionals for all main European
languages via toll free phone or email service.
In order to help call centres improve their overall agent and customer
service experience, Plantrocare also offers a Background Noise Test to
map background noise levels at different times of the day, as well as an
Advanced Noise at Work Testing, which details the exact exposure levels
across multiple individual agents within a contact centre and presents
the results in a full report along with a recommended course of action.
Finally, an important concern for work environments where germs can
spread quickly and easily, Plantrocare also offers a Hygiene Program
that replaces the consumable items for high contact areas, such as ear
cushions and voice tubes, which are included in all of Plantronics’
professional headsets.
For more information, please contact Plantronics on 0800 410014
