Customer Contact Centre
With every action we strive to make customers’ lives a little easier every day and to achieve this, we set extensive goals and expectations for ourselves. 80% of customers calling us to get connected with an agent in less than 40 seconds. We solve queries for both private and corporate customer segments as well as our stations through multiple communication channels and in 11 different languages. We provide support for our customers in Europe (both Circle K and INGO brands) and North America. For us to be successful, thinking and acting globally is one of our most important cornerstones; moreover, we have employees of 14 different nationalities, occasionally even working in different parts of the world.
Business Enablement Tools
We acknowledge the need for digital solutions in customer service which can be accessed any time and any day. In the Customer Contact Centre, we work with digital tools such as Chatbot and the telephony system (PureCloud) to make sure our agents are equipped with the newest technology to communicate with customers more efficiently. The Circle K Virtual Customer Assistant (VCA), otherwise called Chatbot or simply Kay, is an artificial intelligence tool that can hold human-like conversations about any topic necessary. Currently, Chatbot is enabled for Denmark, Norway, Sweden, and North America (on the car wash subscription app) and is constantly monitored, improved, and updated with the most relevant information.
We are a team that also works with Salesforce platform initiatives, operations, and new requirements. BET team is a link between business and IT, translating & analysing business needs regarding Salesforce solutions and usage into IT language and vice versa. We provide support & seek solution improvements together with everyone who uses Salesforce – marketing, sales, customer contact centre, and accounting. We provide support for all Salesforce users across Europe and North America within two brands (Circle K & INGO) and support several production processes such as fuel, cards, electric vehicle charging solutions.