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Wella relies upon customer feedback it was imperative that the chosen solution ensured that customers weren’t kept waiting and that they were put through to the correct extension as quickly as possible. For this reason, the product particularly won favour for featuring a personPerson-specific Specific announcement Announcement function that answers calls with a personalised pre-recorded greeting that is consistently welcoming and professional however busy the operator is.
Within the first week of rollout, the operators at Wella were successfully hitting their 7-second call-answering target and all calls were correctly routed. This signalled a significant improvement in time usage and operator efficiency.
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