Even with winter ice and snow storms hitting Dalton within two weeks of each other and many roads in North Georgia shut down, the Beaulieu America call center stayed on the job servicing all the normal needs of their customers.
“The customer shouldn’t be inconvienenced because we had bad weather. They just want their business handled,” said Regina Jones, customer service director.
The secret, explains Jones, is the combination of special Voice Over Internet Protocol (VoIP) and soft phone technology, three years of practicing a disaster/recovery plan and a department full of very dedicated people.
“Years ago, Beaulieu invested in computer technology that allows our customer representatives remote access from home, with no loss of call monitoring or voice quality,” Jones pointed out. “We practice by rotating our agents constantly so we are always prepared when tornados, ice storms or whatever are approaching.”