“Made in Germany”: The hallmark of quality
AIC’s client base is mainly comprised of companies whose customers spend a lot of time on the move. Because we have consistently focused on the needs of these “mobile customers”, we have established a reputation for speed, flexible communication and efficient solutions. It is especially when people are away from their home or office that they appreciate problem solving competence. Brand loyalty and the provider’s reputation are significantly influenced and shaped in such situations by the availability and quality of service.
That is why we at AIC have placed quality at the core of our business. This obviously determines the care with which we recruit our staff, the way we induct them into the job and the further training that they work towards. Our training program focuses especially on how to deal with customers and handle the follow-up processes. We also set great store by further training at AIC, so we are constantly carrying out skill audits, monitoring performance, organizing training courses and taking steps to improve qualifications. We have a longstanding policy of job enrichment as well as job enlargement. This not only increases the motivation of our workforce but also the skills of individual members of staff at all levels of the hierarchy. We leave nothing to chance.
By focusing on quality in the handling of customer calls and associated processes, we put the relationship with our employees on a sound long-term footing. We are very proud of the extremely low turnover amongst our workforce, the actual “capital” upon which our business depends and which our in-house team of trainers is constantly working to develop.
Our quality expectations naturally extend to other areas of our business as well. We use the most modern telephone equipment and IT systems, plus we have a secure infrastructure and connections to avoid technical outages. The proof of our success can be seen in our outage rate to date – almost zero.
Why “Made in Germany”? We have had very positive experiences with Germany as a location and with the people we have recruited here. Our customers value our proximity and the clear and unambiguous understanding that characterizes our dealings with each other. They also value the associated legal security and established infrastructure in terms of power supply, telecoms network and geographical accessibility. We regard “Made in Germany” as a key component in our warranty of satisfaction. This virtue is reflected in the international composition of our client and contact base – something we can be proud of.
