ST. PETERSBURG, Fla. – June 20, 2018 – iQor, the only global managed services provider embedded in the flow between product, people and services, today announced the official opening of its customer service support center in Memphis, Tenn., making its Memphis facility the first U.S. integrated hub for customer and technical support services. The opening is marked by a ribbon-cutting ceremony and series of speakers, which will take place on-premise today at 10:00 am CT.
The newly integrated services hub introduces a unique 360-degree service offering, combining repair technicians who are providing advanced product support with customer service professionals to provide leading technology brands with a highly cohesive and streamlined full-spectrum support solution. Coupled together with data and analytics, this 360-degree model enables iQor to inform its clients as to how, where, when and why products need service or are being returned, as well as how to improve the lifecycle of products and create a better experience for the customer.
“In today’s digital economy, customer experience is proving to be a competitive advantage and technology brands are quickly realizing that they can longer separate how they support their products from how they service their customers,” said Hartmut Liebel, CEO of iQor. “Our integrated support model is revolutionizing customer and technical support because it provides brands with the insight, data and analytics to make more informed business decisions while creating an enhanced customer experience. Having knowledgeable customer service professionals on-site with product repair experts will expedite the resolution process and help prevent unnecessary costly product returns.”
iQor’s Customer and Product Experience 360 (CPX 360 ™) Survey reports that 22 percent of consumers dealing with a connected device issue chose to return the product for a refund. The cost to the U.S. economy for returns is $260 billion a year and, according to Deloitte, many technology brands spend 9-15 percent of their revenue handling returns. Connecting the consumer and product journeys and using those insights to create a more frictionless and less frustrating consumer experience will build brand loyalty while reducing the cost of unnecessary, and expensive, product returns.
iQor’s Memphis facility is also testing and applying cutting-edge technology—such as Industrial Internet of Things (IoT), robotics, machine-learning and automation—in technical product repair services on the facility floor and to secure forward-looking insights on technology products. iQor’s Customer Experience Lab simulates a real home environment and operates with the goal of deducing if an IoT device is failing because of a technical problem with the device itself or because other outside factors, such as a strain on the internet router or connectivity issues between smart devices. Insights from the Customer Experience Lab will help Memphis customer service employees coach consumers through the product resolution journey to determine if a device needs to be returned for repair.
iQor’s Memphis 570,000-square-foot facility provides post-sale product support services to leading technology, IoT, connected home, and telecom brands. Services range from providing failure analysis testing to repair and refurbishment, supply chain management and sustainable recycling services.
“Memphis is the logistics hub of North America, and our new integrated center is helping to put Memphis on the map for its burgeoning and innovative tech scene,” said Autumn Braswell, COO, LinQ Integrated Solution at iQor “Our Memphis facility provides a unique advantage to technology companies looking to drive innovation while delivering expedited product returns. Our fully integrated facility touches almost all aspects of the product support lifecycle, ranging from product development to distribution, service and support to failure testing, reverse logistics to repair, precious metals extraction and now, an integrated customer service offering that provides a 360-view of the product and customer experience.”
This is iQor’s second integrated services contact center to date—the company also has an integrated hub at its Central European product support facility in Bydgoszcz, Poland, about three hours from Warsaw.
For more information about iQor or to learn more about career opportunities at iQor’s Memphis center, please visit jobs.iqor.com.
iQor is a managed services provider of customer engagement and technology-enabled BPO solutions. With 45,000 employees in 18 countries, we partner with many of the world's best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. Our award-winning technology, logistics, and analytics platforms enable us to measure, monitor, and analyze brand interactions, improve business processes, and find operational efficiencies that lead to superior outcomes for our partners across the customer and product life cycles. For more information, please visit us at www.iqor.com or follow us at www.twitter.com/iqor.