T&S Brass, a leading manufacturer of innovative foodservice and commercial plumbing products, has completed an extensive 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 simplify and encourage interaction and collaboration among team members.
In addition, enhanced lighting, adjustable sit and stand desks, and sound-buffering tiles were added to improve the working environment for the team.
“While we were fortunate to already be working with advanced customer service technology, these updates mean the contact center itself is now a fresh, modern space that will allow our representatives to continue offering some of the best customer service in the industry,” said Glenn Evans, customer service manager.
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.
For more information about T&S and how to reach its advanced customer service team, visit www.TSBrass.com.
About T&S Brass: T&S Brass and Bronze Works, Inc. has been a leader in providing innovative equipment solutions to the foodservice and plumbing industries for 70 years, since 1947 when it developed the first pre-rinse unit. Today, with facilities on the east and west coasts of the U.S., in Shanghai, China, and in Europe, T&S leads the way in environmental initiatives from eco-friendly manufacturing processes to development of award-winning water- and energy-conserving products. T&S is among the first commercial plumbing manufacturers to be registered by UL to ISO 9001 Certification, the most stringent a corporation can receive. For more information, go to www.tsbrass.com.
