Partnership with Faber Telecom & Data
From day one, Conny has been working with Faber for its telephony. The Dokkum based company offers smart solutions for business telephony, (wireless) networks and camera security. 'That's a funny story,' Conny says. 'When I registered at the Chamber of Commerce, there was a trade show in the building next door. I had just become an entrepreneur and was looking for a new phone. And then I came across Faber at that fair. That day our collaboration started and I'm still happy with that. It's nice to work with a party in the same region; you know each other and I can call day and night, so to speak. If there is anything, they are there for us.'
Not a call center but a customer contact center
Today, Conntact's team consists of twelve employees. They answer the phone for many different companies, from physiotherapists, installation companies, health care institutions, lawyers, real estate agents to construction companies. 'We are not a call center,' Conny stresses. 'We are a customer contact center. The values we hold are 'personal' and 'trusted.' That means we really feel a part of the companies for whom we answer the phone.' Conntact deals with both inbound and outbound telephony. 'We call that inbound and outbound. We answer the phone for our customers, but also, for example, make appointments for account managers, follow up on offers or follow up on events.'
Strong in both Friesland and Groningen
Conntact works for companies throughout the Netherlands, but is particularly strong in the north of the country. Conny: 'We answer the phone for many Frisian and Groningen companies and speak to the people who call in their own dialect.' That regional approach is appreciated by customers. 'We have clients who used to work with a large national call center. Then you might as well get a Limburger or a Brabander on the phone. And that does not always work well, then you also have to deal with cultural differences.'
Smart telephony by Xelion
Conntact works with Xelion's communications solution and is very satisfied with it. All our customers' calls come in on it. We are not used to anything else. We have never had any problems, it just works. When we start in the morning, Xelion starts up automatically. On my screen I can see which colleagues are logged in. I can also see at a quick glance who is available, who is on break or has left her seat for a while. I also like the reports. Sometimes a customer asks 'how many calls do you actually make in an hour?' I can see all that on the easy-to-read wallboard.
Wealth of information
Faber itself also switched to Xelion last year. Like Conny, Foppe is very enthusiastic about it: 'Of course every change takes a few weeks of getting used to, but I wouldn't want it any other way. I am often on the road and also work a lot from home. At work, I connect my laptop to a docking station and a headset and I can get to work. At home, I have the exact same configuration. Via Xelion's Windows app, I can be reached anywhere on the same number.' What Foppe particularly appreciates about Xelion is the wealth of information the solution offers. 'Besides Xelion we offer another platform, but that is a bit more stripped down in terms of features. Conny and her colleagues benefit more from Xelion in the sense of the rich customer information, all the details, the wallboard, things like that. You can do just a little bit more.'
Link to WhatsApp
At Faber, they use the WhatsApp link with Xelion. This allows customers to contact Faber via WhatsApp as well, and that communication is also visible to everyone in Xelion. “That's something for us, too!” Conny exclaims. 'We now have a separate 'work mobile,' which is where our WhatsApp comes in. But sometimes colleagues don't notice that, then that phone is somewhere else, for example. So we don't see it immediately when customers app us. I want that link too, Foppe!
'Xelion has everything we need. I find Xelion very reliable, user-friendly and clear'
Reliable, user-friendly and clear
Conny is still happy with the choice of Xelion. 'Xelion has everything we need. We once had a presentation of a much larger system, but we don't need that at all. I find Xelion very reliable, user-friendly and well-organized,” she summarizes. Conny is enthusiastic about features such as the WhatsApp link and curious to see if there are any more handy functions she doesn't know about yet. 'I'm always looking to improve, so I like to hear if there are any new features or things I don't yet know about Xelion,' she concludes.
