Customer service - from good to excellent!

The energy industry chooses to work with Plainstream call centre because it’s not cost effective to hire permanent employees due to the payment cycles and unpredictable damage claims. Besides, customer service is required at a 24/7 basis.

This industry has also found a significant benefit in cooperation with insurance companies that insure household electrical appliances. This collaboration allows customers to learn about energy-related services offered by insurers.

A service of attracting and switching new customers is also used within the competence of the call centre. Effective energy industry customer service allows you to save money and increase customer satisfaction.

Plainstream company has strong experience in this complicated industry. The Ministry of Health needed to create a call centre system and increase the availability of the service to general practitioners outside working hours, on a 24/7 basis, 365 days a year.

The Plainstream company carried out personnel selection, introduced and provided this service as the first in Latvia, by creating a system and setting the service and quality standard.

On the other hand, as part of the vaccination project, the main goal of which was to sign up clients for vaccination, the call centre had to show its limits in terms of rapid personnel selection, training, system creation and handling a large number of calls. Such amount of work required cooperation with TET and CSC Telecom companies in order to achieve the set goals.

Applying for new cases to the 24/7 Plainstream call centre by phone is a service used by insurance companies on a daily basis. The unpredictable nature of calls, as well as the 24/7 availability of Plainstream’s call centre, is an important point for them. In order the insurance company could immediately provide information about the circumstances of the case as a result of an accident, immediate action is required from the affected person, and this is an important moment for first-class customer service. The customers don’t need a highly qualified specialist to fix the accident. They need a clear instruction for providing accurate information.

Speed of customer service is important to the fast food industry which serves food to take away or delivers it. This industry has strong seasonality, as well as its “hot hours”, e.g. weekends or evenings. A company that has reached a critical number of customers (which could be around 100 orders per day) usually starts looking for additional options and usually finds a call centre as the best solution. The existing employees who work on site are engaged in the primary provision of food service, which is cooking and packaging, and in order to create a positive experience for the customer, the call centre is the solution that will satisfy the customer both during peak hours and, for example, during public festivities and holidays when there is big amount orders.

This unique industry relies on Plainstream’s 24/7 call centre team to maintain high levels of trust and meet customer needs. A continuous, uniform, and specific approach is required for each customer in the fuel retail industry. The needs consist of the same cycles and problems. Our customers have divided the service into two levels. In the first level, they are dealing with routine issues which are repeated every day and don’t require more specific knowledge from the operator. Moreover, the qualifications of service operators differ from the rest of the team, which makes it difficult to include this staff in the team and delegate work with routine matters to them.

The forest industry includes the management of forest lands, the preparation and marketing of forest products. In Latvia, forest areas make up 53% of the country’s territory and the forest industry makes up 5.1% of GDP. There are around 135 thousand private forest owners in Latvia. These are natural persons who mostly own small forest properties (up to 10 ha). About 80% of the total amount of property belongs to natural persons.

The forest industry provides these individuals with services that would not be profitable for them to do themselves. Selling services over the phone or buying property from individuals is a daily routine in the fores industry. Entrusting this to a call centre has proven to be effective for several companies, because, first of all, the specifics of this industry are different from customer service. There are many customers, and the call centre can handle the calls quickly and efficiently, finding new customers for foresters.

FinTech industries in Latvia can be proud of high competences and developed technological platforms. They export their services and can be compared to other Latvian stories of success. For a call centre, their service requires the same high-class competences and knowledge. Plainstream’s call centre has provided FinTech companies with full-cycle services, from problem solving for existing customers to direct sales.

As the most significant benefit, the FinTech company recognized the implementation of innovative solutions that were able to satisfy the customer’s high and precisely developed requirements for primary service, sales and control.

Plainstream knows from experience that good customer service in this industry needs to be readily available, operators should know their customers and products well in order to provide quality advice before the purchase. Remote communication with the merchant before and after purchasing products is essential for an e-commerce customer. The customers, depending on their experience, age and habits, also may use such services as chat, e-mail or direct call for communication. The call centre can provide all of these services and even more to existing customers. Our service is valued by e-commerce companies as essential, as it is a support after marketing activities, after-hours evenings or weekends, covering calls at Christmas or at the start of a certain season, depending on the specifics of the e-commerce company.