In an effort to improve member services, the NWFA has significantly lowered the cost of its Technical Call Center program that handles tech calls for specific manufacturer products, and it has opened the program to more participants.
The service directs technical calls for specific manufacturer products through dedicated toll-free telephone numbers to NWFA staff members who are trained and knowledgeable about its products. The service saves manufacturers time and money since their own sales staff are able to focus attention on sales rather than fielding calls about technical performance issues.
"Our technicians are trained to handle both consumer and trade professional inquiries related to wood flooring, so it's a great customer service tool that can be utilized for a lot less than the cost of hiring and training a full-time staff person," said NWFA CEO Michael Martin.
The service is available from 8 a.m. to 5 p.m. Central, Monday through Friday. After hours, calls go into a voice mailbox system and are answered on the next business day. The cost of the program includes a monthly fee plus a per-call cost.
McMinnville Manufacturing Company already participates in the program. "For our company, most of the time, the caller would find that no one would be immediately available to take their call," McMinnville's Donna Millard said. "Knowing the caller can get prompt service is extremely valuable to us. We could not employ a person in-house to handle these calls for the cost of the service. It really sets up apart from our competition, and our customers appreciate the prompt attention."
For more information on the program, call (800) 422-4556.
