OEX VCC Supports Customer Service for the British Company Evolution Power Tools

Evolution Power Tools has become a client of OEX VCC, starting a partnership aimed at building a strong team of agents to deliver top-notch contact center services.

Evolution Power Tools (EPT) – Company Overview

Evolution Power Tools is a leading British manufacturer of power tools, such as miter saws, circular saws, and table saws, with a presence in the United States, the United Kingdom, France, and Poland.

The company offers a wide range of products tailored to the needs of both novice DIY enthusiasts and professionals. Evolution Power Tools’ products enjoy significant popularity among customers, generating numerous inquiries related to orders, deliveries, product availability, selection of the right tools, as well as warranty and repair issues.

Outsourcing Services Provided by OEX VCC

OEX VCC provides comprehensive customer service for Evolution Power Tools through our multilingual team, LinGO, in Polish and German, with plans to expand support to Romanian, Spanish, and Italian.

The services include handling phone lines and email correspondence, with plans to introduce chat support. The agents are responsible for resolving issues related to:

• orders deliveries,
• product availability,
• product selection,
• warranty,
• repair matters.

To ensure the highest level of customer service, OEX VCC utilizes advanced platforms such as Salesforce, Shopify, Linker, and 8×8.

Megan Burgos Figueroa, Head of Customer Service at Evolution Power Tools: “Several factors influenced our decision to start cooperating with OEX VCC. Firstly, their offer was tailored to our specific needs. Unlike other contact center companies, VCC provides holistic services that can be customized. We were also impressed by their commitment to employee well-being and their well-structured organization. Additionally, effective communication from VCC representatives played a crucial role in our decision. Thanks to the training and the project manager’s dedication, the team was quickly prepared to start working on our project.”

Agents Deeply Aligned with the Brand: The Key to Better Customer Service for EPT

Agents who are well acquainted with the brand can effectively represent the company and provide top-quality services. EPT places great emphasis on creating a team that strongly identifies with the Evolution Power Tools brand. Product training sessions have been conducted, and a visit to the company’s headquarters is planned so that the consultants can see firsthand how the enterprise operates and better understand its mission and values.

We are excited to support Evolution Power Tools in creating top-tier customer experiences (CX).