DMM LLC is a Japan-based electronic commerce and Internet company with a diversified group of over 60 businesses that includes the DMM.com entertainment site. The group’s contact center provides customer support for many of their different companies, handling enquiries across a large range of products and services. With their existing corded headsets coming to their end of life, DMM wanted to move to wireless headsets.
The Challenge
The company were interested in wireless headsets because their operators increasingly needed the freedom to walk about to check equipment while on the phone to customers.
The company decided to try out several headsets, including Jabra's, before making its selection.
“With a wired headset, you can't leave your seat while wearing the headset, and you have to put the call on hold when you go to pick up equipment to resolve customer issues. This reduced productivity and, more importantly, kept our customers waiting," said Mr. Nakagawa, Chief of the Customer Support Department at the company. DMM invested in the Jabra Engage 55 stereo headsets for their operators.
Faster call handling. Increased customer satisfaction
The ability for operators to move around and pick up equipment while still on the phone to customers means that calls are now resolved faster, without having to put customers on hold. Operators can also now answer calls while away from their desk, enabling operators to handle more calls during a shift. Supervisors can also now easily walk round to an operator who needs extra support during a call to give immediate assistance.
The final verdict
The introduction of the Engage 55 headsets has been welcomed by the staff. Operators and supervisors highly rate the headsets saying that it is "luxurious and looks cool," "comfortable to wear," "the sound quality is excellent” and “I'm very happy with it!"
A graduate of DeVry Institute of Technology, Doug has been in the Technology industry since 1976 and actively oversees Fearing’s daily operations. Along with his wife, Lois, and three others, Doug started Fearing’s in a 600 square-foot facility in Portage, Wisconsin. In the 25 years since, the company has grown to over 30 employees with offices in Madison and Milwaukee, Wisconsin. Doug likes to say he’s a “TV Technician with a dream� going back to his history with the family’s original business-Fearing’s TV and Appliance.
Doug values time with family, watersports, hiking, snowshoeing and skiing. In addition to being a devoted member of his church, Doug serves as Board President for Kinship Mentoring of Columbia County, Board member of Schools for Haiti and Scripture Chair of the Gideons-Portage camp.
A graduate of MATC, Lois oversees Fearing’s daily book keeping along with various HR responsibilities.
Along with Doug, Lois is deeply connected to community outreach, serving as a Board member and Fundraising Committee Chairperson for Kinship Mentoring of Columbia County. She also serves on the Schools for Haiti Fundraising committee. In addition, Lois’ ongoing passion and commitment to provide care for the elderly comes from her 10-year history of working in a Reedsburg, Wisconsin Nursing home.
Lois enjoys singing, hiking, sunny days on the pontoon, and spending time with her 4 grandchildren.
Ehren drives Fearing’s technology by continually seeking out trends to enhance capabilities while supporting Sales, Engineering and Installation teams. Throughout his years with Fearing’s, Ehren’s talent and vision have joined forces to create a wide variety of projects and strategic solutions that exceed expectation.
Ehren loves music, family time, movies, nature, sustainability efforts and electric vehicles.
With 10 years with Fearing’s and over twice that long in the industry, Ben continues to lead, coordinate, and develop the Commercial AV team.
By consistently delivering an outstanding experience and outcome, Ben contributes to the Fearing’s legacy of long-lasting partnerships that truly make a difference. Whatever the Commercial AV need may be, Ben and team deliver at the highest level.
Ben is an avid fisherman and photographer. He enjoys coaching his sons and other youth.
Chris has been with Fearing’s for 20 years and in the industry for over 2 decades. As a Certified leader in Sales Acceleration and trained in EOS (Entrepreneurial Operating Systems), Chris successfully utilizes his skills to lead the Fearing’s Salesforce. Chris and team are motivated and driven to develop new client partnerships while continuing to reinforce loyal long-term relationships with ongoing Service excellence.
Married for 19 years with 3 children, Chris enjoys skiing, hiking, fishing, boating, hunting, camping and golf. He’s also been actively involved as a Youth Football and Softball coach for his family and others.
