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Scottish call centre introduced to reduce machinery issues

An Aberdeen based reprographics company has enhanced its level of customer service with the introduction of a new Scottish call centre.

Northeast Reprographics (NER), based at Marywell, on the outskirts of Aberdeen, is a premier partner of Xerox, which supplies machines and services including printers, copiers, multifunction devices, document management and scanning solutions throughout the UK and Europe.

The new call centre based in Greenock will give customers a better experience when calling to resolve machinery issues. The call centre service is exclusive to NER and their sister company Solution X based in Inverness.

The call centre, which has created five new jobs, will support NER customers with service queries, consumable, ordering and provide unique telephone support to resolve issues quickly. Members of staff are highly qualified on Xerox devices with 25% of faults resolved over the telephone, reducing the downtime for customers.

All of the Xerox model types are based at the help centre to ensure the experienced engineers can understand the issue and offer fast solutions whilst a customer is on the line.

NER Managing Director, John Sheran, said: “The introduction of a Scottish call centre will improve the overall service NER provides making it easier, quicker and more efficient for our customers. The staff at the centre are all local, therefore clearer instructions are given which reduces the time of the phone call leading to a quicker resolution. Northeast Reprographics and Solution X, in Inverness, are thrilled to be the only businesses using the call centre and the reduction of call time allows us to concentrate on proactive support for our customers. We are committed to improving the service we give our customers so this is a vital investment in our infrastructure.”

Launched in 1995, NER, which has 54 employees, cater for hundreds of small local businesses and global organisations. NER offers a wide range of business services including document archiving, document shredding and office supplies.

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