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Sacmi’s call center proves popular with customers

Just six months after its launch, the call center has already been used by over 150 customers

With an average customer satisfaction score of 4.5 (out of a maximum of 5), Sacmi’s ceramic division call center passed its first test with flying colours. Launched at the start of the year, it has already been used by some 150 Group customers (most of them from outside Italy). So far, about 30 calls have been coming through each week. The help desk - complemented by the Group’s web-based services - is designed to provide a fast response 24 hours a day, in English, Italian, French and Spanish. Our operators register the customer’s request immediately and then put them in touch with specialised Sacmi technicians as soon as possible. So far those technicians have been able to start solving problems within 24-48 hours. The call center transfers the requests efficiently and quickly to the various customer care offices, each specialised in a specific stage of the production cycle such as preparation/spray-drying, firing, handling etc. The service is available to all tile manufacturers and is accessible by phone, internet and e-mail. The call center was set up to raise the standard of our services even further – services that have made Sacmi the world’s leading producer of machines and complete plants for the ceramic industry.


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