Mitsubishi Electric’s Customer Care Center Yields Significant Benefits

Monday, July 02, 2012

SUWANEE, Ga. - July 2012 - The Mitsubishi Electric Cooling & Heating (Mitsubishi Electric) Customer Care Center began operations on Tuesday, May 1, 2012, after 3 weeks of intensive training for the Customer Care Advisors.

Within the past two months, the advisors have handled nearly 22,000 calls from contractors and distributors.

Mitsubishi Electric has seen significant benefits since the integration of the Customer Care Center. These benefits include:

  • A higher volume of orders being processed in a shorter timeframe
  • Calls, previously handled by supervisors and managers, are being routed to the appropriate representative to focus on more in-depth inquiries, significantly reducing the delay in call resolution
  • Supervisors and managers are able to focus on employee development as a result of the effectiveness of the successful implementation of the Customer Care Center.
  • A significant reduction in callback response time

Based in Mitsubishi Electric's headquarters in Suwanee, Georgia, the center operates between the hours of 8:00 a.m. and 7:00 p.m. EST, handling operations- and service-related calls. After 7:00 p.m., service-related calls will be handled by a third-party call center.

For more information regarding the Customer Care Center, send an email to marketingdepartment@hvac.mea.com.