T&S Brass, a manufacturer of foodservice and commercial plumbing products, has completed a renovation of its customer contact center to provide additional space for the growing department and improve service to customers.
Prior to renovation, the contact center had reached seating capacity thanks to T&S' growth in recent years. The renovation and expansion boosted the contact center's capacity by 25 percent and provided updated facilities for customer service representatives.
Representatives work in teams to provide mutual support and backup throughout the day, and the contact center was organized into pods that help interaction and collaboration among team members.
In addition, enhanced lighting, adjustable seats and standing desks, and sound-buffering tiles were added to improve the working environment for the team.
The contact center, housed at T&S' Travelers Rest, South Carolina, headquarters, handles several hundred customer interactions per day, including 300 to 400 calls, hundreds of emails and text and online chats. The standard is for 90 percent of calls to be answered within 30 seconds and emails responded to within 24 hours, though most are actually answered within minutes.