Kathrin Schwarz, Head of Customer Service:
“Our experiences with CreaLog over the last eight years has been excellent. The collaboration has been remarkable for a true spirit of partnership and a high degree of flexibility. Innovative approaches and fast turnarounds exactly meet the demands that a market leader such as PAYBACK faces.”
“Thanks to state-of-the-art voice recognition technology, callers will find the dialog easy to use. What is more, the Voice Portal offers one essential customer-friendly advantage: the PAYBACK service is always accessible without any queuing or annoying BUSY tones.
“It’s at call center level that you can reduce overheads. In the past, the advisors at the PAYBACK Call Center have ha d to give the points info themselves over the phone and it’s precisely that kind of service that is easy to automate – simple procedures that the Voice Portal can take over. Then, when it comes to more complicated things such as complaints or detailed queries about ordering prizes, advisors are on hand to deal with the matter personally.”