The new program, called Plantrocare, was designed specifically to help call centres of all sizes focus on their core business and increase customer satisfaction in order to maximise growth, an important issue that’s top of mind for all organisations in today’s unstable economic climate.
“As a pioneer in the headset industry for nearly 50 years, we recognised a gap in the market for organisations that have made the initial investment in headset equipment but need help streamlining their processes to control spending,” said Richard Kenny, European Manager of Contact Centre products at Plantronics. “With Plantrocare, we’re providing call centres and organisations the opportunity to pick and choose from a range of innovative and valuable services – based on their individual unique business needs – to help them organise their spending on headsets at a fixed level, and in return, implement a more controlled budget and free up their capital for business growth activities.”
The Plantrocare portfolio of services introduces a budget-friendly leasing programme that helps customers maximise the performance of all their assets and use their capital in the most effective way. Ideal for organisations looking to spend their capital on growth activities, the new leasing programme is a flexible solution that covers hardware, software, training, maintenance and more, in one simple, regular payment – including an upgrade option for newly released headset models or migrations to new technology, such as Unified Communications. When the lease term ends, customers simply return the old equipment and renew their contract to receive brand new replacements across all centres.
Due to the company’s confidence in their products, Plantronics offers a comprehensive warranty across their professional range of headsets and audio devices. For organisations looking to maintain their investment in Plantronics products for a longer period, Plantrocare also includes the option to extend the warranty for another year for a minimal additional cost. In the unlikely event of a defect or malfunction, Plantrocare offers two options for quick and easy return: 1) via the Plantronics self-service internet portal, which is available 24/7 and ideal for smaller call centres; 2) or Plantrocare’s premium replacement service, which enables businesses to bypass the self service portal and make a single call to cover all their needs, including pick-up, diagnostics, replacement for warranty products and proper disposal for out of warranty products in accordance with WEEE regulations.
Plantrocare’s innovative new maintenance contract service enables organisations to protect their headsets investment, establish and implement a clear health and safety policy and help streamline the management process across multiple sites – ultimately freeing up the business to focus on improving customer service. Ideal for call centres with multiple sites to manage a large installed base, this new service ensures that all faulty headsets are collected and checked by the leading experts at Plantronics’ service centre – regardless of the headsets’ age, make or model – all from just a single phone call. Applicable to products both in and out of warranty, Plantrocare’s maintenance contract service is available for a fixed fee per year that is based on the number of headsets owned by the organisation.
The first of its kind, Plantrocare’s new Expert On-Site Service was designed to transfer Plantronics’ fifty years of headset expertise directly through a highly experienced team that will focus on areas which directly impact an organisation’s business, enabling employees to improve their first call resolution through improved audio. With the new Best Practice Clinic, organisations learn directly from the experts at Plantronics how to ensure to that their employees are getting the most from their headsets, including how to wear and care for the equipment properly. In addition, Plantrocare also features an advanced Technical Assistance Centre that provides superior native language support delivered by highly trained professionals for all main European languages via toll free phone or email service.
In order to help call centres improve their overall agent and customer service experience, Plantrocare also offers a Background Noise Test to map background noise levels at different times of the day, as well as an Advanced Noise at Work Testing, which details the exact exposure levels across multiple individual agents within a contact centre and presents the results in a full report along with a recommended course of action. Finally, an important concern for work environments where germs can spread quickly and easily, Plantrocare also offers a Hygiene Program that replaces the consumable items for high contact areas, such as ear cushions and voice tubes, which are included in all of Plantronics’ professional headsets.