NWFA Upgrades Technical Call Center Program

St. Louis, MO, Oct. 11, 2011 -- The National Wood Flooring Association said it is enhancing its Technical Call Center program in an effort to help wood flooring manufacturers reduce the burden on their sales staff.

The service will direct technical calls for specific manufacturer’s products through dedicated toll-free telephone numbers to NWFA staff members who are trained and knowledgeable about their products.

The program, NWFA said, will save manufacturers both time and money as sales staff will be able to focus attention on growing sales rather than fielding calls about technical performance issues.

“The nice thing about the technical call center,” says NWFA CEO Michael Martin, “is that it allows our manufacturer members to refocus their attention on selling their products and growing their companies, instead of handling tech calls. Our technicians are trained to handle both consumer and trade professional inquiries related to wood flooring, so it’s a great customer service tool that can be utilized for a lot less than the cost of hiring and training a full-time staff person.”

Mullican program participant, Neil Poland, agrees. “The NWFA Tech Call Center is one of the most efficient services available to a wood flooring manufacturer as you receive the benefit of having an industry expert on your team for a fraction of the cost.”

“We have utilized the Tech Call Center for three years and have increased the level of Tech Service that our company can provide to our distributors, retail dealers/contractors and consumers.”

The service is available from 8 a.m. - 5 p.m. central time, Monday through Friday. After hours, calls go into a voice mailbox system and are answered on the next business day. The cost of the program includes a monthly fee plus a per-call cost.

The program currently has several NWFA manufacturer members enrolled, and handles approximately 100 calls per month per participating company, NWFA said.