Connextions` contact centers successfully handled a high increase in email and call volume over a one week post-holiday time period
ORLANDO, FL - March 3, 2003 - Connextions, a leading business outsourcing company, today announced they seamlessly handled a 60% increase in customer service volume during the post-holiday week on behalf of Olympus America. Connextions provides customer and end-user technical support for digital products sold by the Consumer Products Group of Olympus America Inc. Connextions successfully handled 14,000 calls and 4,700 emails from new camera owners during a one week time period, December 26 through January 2.
Through proactive planning, an increase in training and additional holiday staffing, Connextions and Olympus worked together to prepare for the expected post-holiday increased volume in customer inquiries and was able to service all the incoming customer service and technical support calls and emails at an efficient and effective rate.
"We are thrilled to report such high customer service levels on behalf of Olympus America," said Jack LeFort, CEO of Connextions. "The post-holiday season is always such a busy time with customers calling in with technical questions about their new holiday gifts. Olympus recognized that this is a crucial time to develop great customer relationships and worked with us to best prepare for the influx in inquiries."
"Connextions was able to provide us with the high level of customer service we wanted to offer our customers during the post-holiday season," said Robert Guida, Vice President, Operations and Administration at Olympus America. "Our customers are our number one priority and we rely on Connextions to enhance the customer experience for every inquiry that comes through."
Connextions managed Olympus` increased volume through methods such as extending hours to weekends to spread out the call volume, adding an additional 40 customer service representatives for the holiday rush and creating innovative Interactive Voice Response (IVR) systems to handle more calls electronically. This resulted in many satisfied customers at a cost-effective price for Olympus.
Olympus Optical Co., Ltd., with its wholly owned subsidiaries, is a global leader in developing new technologies and designing, manufacturing and marketing optical-digital product solutions for healthcare and consumer segments. The company leverages R&D; investment in technology and manufacturing processes across diverse business lines that include:
· minimally invasive diagnostic and surgical endoscopes;
· advanced clinical and research microscopes;
· chemistry-immuno analyzers and lab automation systems; and
· digital and film cameras, and digital voice recorders.
In the U. S. and Canada, Olympus America Inc. serves healthcare, scientific and commercial laboratory markets with integrated product solutions and financial and other service offerings and is the leading brand in gastrointestinal endoscopy and clinical and educational microscopes. The company`s market-leading consumer camera products and services business spans North and South America. Olympus America Inc. works collaboratively with its customers and parent company to develop state-of-the-art products and services that are innovative, intelligent, and easy to use. For more information, visit www.olympusamerica.com.
Based in Orlando, FL, Connextions, www.connextions.net, manages the essential business functions of some of the world`s largest companies at its state-of-the-art eBusiness campus, which contains two separate computerized fulfillment warehouses, three integrated multi-channel call centers, and advanced data and Web hosting centers. Serving the needs of customers such as Mercedes Benz, Nextel, EarthLink, Olympus, JP Morgan Chase, Pearson Education, Blue Cross Blue Shield, and others, Connextions has built a proven track record of excellence and success and a reputation as a true outsourcing partner.