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Warranty Service (with EAS)
Issue 4 September 1995
11-15
In both vectors the first step routes calls to queue if the number of contracted
calls is not exceeded. Otherwise callers receive busy signal.
Warranty Service (with EAS)
Example 7 deals with a major appliance company that offers one year warranties
and extended warranties on its major appliances (dishwashers, refrigerators,
washers, and dryers). The warranties are printed in English and Spanish to
accommodate customers who speak and understand these languages.
Naturally, callers need to speak with someone who is familiar with the appliances
they have bought and who speaks the appropriate language. Accordingly, 800
numbers are provided for calling English-speaking agents as well as Spanish-
speaking agents. Bilingual agents with Spanish-speaking Skills are hired so that
they can back up the groups of English-speaking agents. Agents are trained first
on all appliance models of a certain type and then on all appliance models for a
room (such as the kitchen, the laundry room, etc).
The following Skills are needed for the warranty service call center:
Table 11-3. Skill Table for the Warranty Service Call Center
Appliance English Spanish
Type Skill # Skill #
Kitchen Appliances 10 20
Dishwashers 11 21
Refrigerators 12 22
Laundry Appliances 30 40
Washers 31 41
Dryers 32 42
Supervisors 100