- Zhou Weifeng, operation information manager, customer service center, Kingdee
Headquartered in Shenzhen, China, Kingdee was founded
on 8 August 1993. The Group has established Software
Parks in Shenzhen, Shanghai and Beijing, and R&D centers
in the above three cities as well as in Chengdu, Guangzhou
and Singapore. It operates 108 branch offices for sales and
customer services around the globe. It also works with
over 2,400 business partners to provide distribution, consultancy,
technology, and implementation support for over
1 million customers. Driven by the vision of “providing
timely response to customer requests and offering all-lifecycle
service”, Kingdee has grown into a market leader in
China’s software industry.
The broad business network and extensive geographical
coverage requires an efficient call center to deliver timely
and focused customer services. Kingdee’s call center is
composed of 250 staff members with 2900 daily inbound
calls. However, the headsets previously deployed by Kingdee’s
call center were uncomfortable to wear due to their
inappropriately large size and poor engineering design.
They also suffered from loud background noise and poor
connection, leading to unstable and inefficient communication.
Kingdee was fully aware of the severity of the problem
as it understands the importance of individual engagement
and devotion in promoting the overall
performance of the call center. “As our staff has to wear
headsets for long hours, the wearing comfort of headsets
is crucial to avoid ear pains and mental distraction which
would lead to low engagement into conversation and client
service”, said Zhou Weifeng, Kingdee’s operation information
manager, customer service center.
To improve the employees’ work efficiency with a more
comfortable communication device, Kingdee began to look
for a replacement solution, and finally decided on the Jabra BIZ 2400 headsets which have proven capability of reducing
background noise and to guarantee smooth conversations
with enhanced wearing comfort.
“The compact and light design of Jabra’s headsets can effectively
reduce the pressure on ears and significantly improve
working efficiency of our staff. In addition, the superior
brand image of Jabra also contributed to our purchase
decision”, said Zhou Weifeng.
Kingdee has purchased Jabra headsets for two consecutive
years since 2010. According to staff’s feedback, the Jabra
BIZ 2400 headset can effectively reduce noise, guarantee
undisrupted and smooth conversations, and is comfortable
to wear, making it a top pick for Kingdee call center.
Now, approximately 250 people at Kingdee use Jabra’s
headsets to deliver quality services. Kingdee expects to
roll out the headsets in future to meet the increasing demand
as its call center continues to expand.
The Jabra BIZ 2400 headset itself combines a variety of enhanced
technologies, which serve to improve the communication
efficiency with clear voice quality, great wearing
comfort and durability. It completely meets the special demands
of call and sales centers.
To ensure superior durability, Jabra BIZ 2400 headsets utilize
surgical steel to build key components and Kevlar fiber
to reinforce corded structure. It can meet the conversation
requirement in the most demanding working conditions
such as call centers.
Comfortable wearing experience
Comfort is a major factor when designing the Jabra BIZ
2400 headsets. The product maximizes wearing comfort to
secure a smooth and focused communication. Hence, the
staff in the call center doesn’t have to suffer ear pains and
uncomfortable feelings even when they wear headsets for
Professional brand image
Jabra is renowned for its premium brand image in the
headset industry. “Jabra’s logo itself conveys the professional
image of the brand. For us, Jabra means superior
quality and excellent service,” added Zhou Weifei. “This
was why we picked Jabra out of a long list of suppliers to
provide headset products for us and it turned out to be a
Improved long-term cost savings
Surgical steel and kevlar materials were used to construct
and reinforce key components of the Jabra BIZ 2400 headsets.
The use of such durable materials provides maximum
headset lifespan while requiring minimal maintenance.
With fewer breakdowns, Kingdes’ call centers experienced
better return of investment over the long run.