Finaref Conseil : a hotline for Finaref’s partner stores
If a salesperson at one of Finaref’s partner stores has a question about a private label card or runs into a problem, they can get in touch with the customer care representatives at Finaref Conseil.
The aim of the Finaref Conseil call centre, which has been up and running since 2004, is to deal quickly and efficiently with any questions that a partner store may have. And our partners’ salespeople never seem to run out of questions! Some 40 Finaref Conseil customer care representatives answer queries about card issuance, running through a rigorous procedure accompanied by a series of checks. They tell partners about the many ways that cards can be used, and give them information about matters such as payment and credit options. The hotline is there when partners need it – seven days a week, from 8 in the morning to 10 at night Monday to Saturday and from 10 in the morning to 10 at night on Sundays and bank holidays. In 2006, the team handled a total of 200,000 calls.A friendly voice with all the answers
Finaref Conseil’s customer care representatives are famed for having all the answers at their fingertips and for being friendly and courteous. They are recruited for their commitment and their ability to handle customer relations. They are thoroughly trained to know all about the partner stores and their private label cards.
One of the things that makes the job so interesting for Finaref Conseil representatives is that they have to adapt to the very distinct personality of each partner store.
 |
99% of incoming calls answered |
A few figures will give a better idea of Finaref Conseil :
■ 36 people, of whom four are store team managers, eight have chosen to telecommute, and 23 work on site
■ 200,000 calls handled in 2006 and over 600,000 accounts opened
Finaref Conseil also opens store customers’ accounts once their application is complete
■ 99% of incoming calls answered |
 “Couldn’t do without them.”
“The staff are truly professional and highly competent. They know the procedures like the backs of their hands. They are charming, and you can ‘hear’ them smiling on the other end of the line! Here at the Haussmann Printemps store, we couldn’t do without them. They have become a vital part of our sales team.”
Annie Chaperon, sales coordinator for the Printemps card at the Boulevard Haussmann store in Paris.
 “Good listeners”
“Finaref Conseil’s customer care representatives are very good listeners. They’re not just reading a script: they really respond to our salespersons’ questions. I am also immensely grateful for their telephone manner. That may seem like a small thing, but it is a mark of courtesy and builds trust.”
Anne-Sophie Pointeau, sales manager at the Etoile Fnac store in Paris.
A mark of trust that says much about the quality of service at Finaref Conseil…
|
![FINAREF [back to homepage]](img/finaref.gif){kind=small}
