Callcap, the premiere call tracking and evaluation service in North America, has signed a contract with aircraft manufacturer, Hawker Beechcraft Corporation (HBC), that will focus on enhancement of the company’s customer experience, including aftermarket care for its customers.
Callcap has an excellent track record of helping clients improve CSR performance and increase revenue through call recording and evaluation. This is one of the primary reasons they were selected by HBC.
“Hawker Beechcraft continues to show an unrelenting dedication to its customer base,” said Callcap co-founder David Keeton. “Callcap is excited to be their new vendor, and our team is 100 percent committed to helping HBC continue its outstanding aftermarket experience.”
The Callsurance system will allow Hawker Beechcraft Customer Service Center call recordings to filter through the Callcap listen center in near-realtime for evaluation by call analysts. Evaluation criteria will be custom created through a collaboration between the Callcap team and the Hawker Beechcraft Customer Service team, and will help identify training opportunities to improve the overall aftermarket customer experience.
“Callsurance was originally designed around sales effectiveness,” said Will Steinhoff Callcap President/CEO. “Today the service acts as an experience net; improving sales, operations, customer satisfaction, and loyalty. We’re very proud to serve Hawker Beechcraft and their dedicated customers.”