A 24-hour customer support center recently established by Eurocopter for its European customers will go global late this year, according to the company.
The CSC takes all customer calls, enters requests in the centralized information system and responds immediately to simple requests for information concerning availability, price catalogues, etc. More complex requests get passed to a multi-skilled workforce of specialists, staffed by a dedicated team in a single location. The center also includes a team dedicated to contract administration.
Perceived as an improvement over the previous “call center,” whose activities were limited to AOG inquiries, the newly established facility brings extra benefits to two areas: for simple questions, it centralizes the company’s information systems and know-how, while offering technical assistance, ranging from fault isolation and dissemination of documentation to the shipment of a part, for calls relating to a sudden event.