Media release written by Closer Communication
Australia calling – Whirlpool returns call centre down under
Melbourne, Australia, XX September 2018 – Whirlpool, a global leader in innovative home appliances and whitegoods, has today announced it will be partnering with Customer Management Centre OneChat to bring its customer service call centre back to Australia. The move will see the formation of a dedicated team who will be fully trained and equipped across all Whirlpool appliances, with an extensive showroom also located onsite for hands-on customer support in real-time.
This announcement is part of a range of new initiatives that continue to reinforce Whirlpool’s commitment to and investment in the Australian market, with new and improved infrastructure and processes.
Previously based in Manila as part of Whirlpool’s regional call centre, the Australian team will buck the global trend for off-shore call centre support to increase the response times for all consumer enquiries and improve the effectiveness of each call. By empowering Whirlpool-focused consultants to deal with all manner of incoming calls, there are also less people than previously utilised in the regional call centre.”
Far from just being a call centre, the partnership includes an extensive showroom onsite at OneChat featuring all existing and upcoming products available in Australia, enabling the customer service team to physically access any appliance from the range and help customers with all product enquiries.
“While Whirlpool is a big brand globally, we can only be measured as a brand by how we perform at a local level, and we believe that bringing our call centre back to Australia demonstrates just how focused we are on getting the entire customer experience right for local consumers.” said Liam Bryers, General Manager Marketing, Whirlpool Oceania.
“A customer’s experience extends long after the purchase has been made, so to build brand loyalty locally, we are also focused on how we service customers post-purchase as a critical indicator. Our initial KPIs are to improve the customer experience by 25% in first-call resolution, but this is only the tip of the iceberg for the overall benefits we believe it will deliver to our business.”
“When we first met with the Whirlpool team, their passion for getting things right all the way through the customer experience and having Australian consumers dealing with locally-based, highly knowledgeable support staff was clear,” said Graeme Sala, VP Asia Pacific, OneChat.
“We’re proud to partner with Whirlpool who have gone so far as to set-up a fully operational showroom in our call centre, and we’re excited to be on this journey with them.”
The Whirlpool customer call centre is located inside OneChat at Scoresby, Victoria, and is now live and fully operational.