Behind the Scenes of the Under Armour Call Center

Greet Your Audience

Welcome to the world of Under Armour, where innovation meets passion! In today’s digital age, customer experience is more important than ever before. That’s why the Under Armour call center is a vital component of their customer service strategy. Whether you’re an athlete, gym enthusiast, or a casual wearer of Under Armour gear, you probably have interacted with their call center at some point. Have you ever wondered what happens behind the scenes at the Under Armour call center? This article is here to give you an in-depth look at what happens in this critical customer service hub.

The History of Under Armour

Under Armour was founded in 1996 by Kevin Plank, a former football player. The company started as a simple T-shirt brand that kept athletes cool and dry on the field by wicking away sweat. Today, Under Armour has become a global phenomenon, with a presence in over 170 countries. They are known for their innovative athletic wear, shoes, and accessories that cater to all ages and genders.

The Importance of Customer Service at Under Armour

At Under Armour, customer service is a top priority. They understand that positive customer experiences can have significant impacts on brand loyalty and sales. That’s why they invest in their call center’s infrastructure and their customer service representatives.

👍 Fun Fact: The Under Armour call center is the company’s largest customer service center, with over 500 employees handling an average of 50,000 calls each week.

The Role of the Under Armour Call Center

The Under Armour call center is responsible for handling a variety of customer inquiries, including product information, order tracking, and returns. The call center team is trained to provide personalized experiences and offer solutions to customer problems. They also handle complaints and work to resolve any issues that customers may have with their products or services.

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The Under Armour Call Center Environment

Under Armour’s call center is designed to be a comfortable and efficient space for their customer service representatives. The call center is equipped with state-of-the-art technology to ensure that representatives can access customer data quickly and efficiently. The environment is also designed with the health and wellness of their employees in mind, with ergonomic chairs and adjustable workstations.

Under Armour Call Center Training

Under Armour’s customer service representatives go through a rigorous training program before they start taking calls. They are trained to understand the company’s products thoroughly and how they compare to competitors. They are also trained in communication skills, conflict resolution, and customer relationship management.

The Technology Used at the Under Armour Call Center

Under Armour’s call center uses sophisticated technology to ensure efficient service delivery. The technology includes automated call distribution, which routes calls to the most qualified representative based on the customer’s needs. They also use a customer relationship management (CRM) system, which enables them to track interactions with customers and resolve issues efficiently.

The Metrics Used to Measure Success at the Under Armour Call Center

At Under Armour’s call center, success is measured using several metrics, including customer satisfaction scores, average handle time, and first call resolution rate. Customer satisfaction scores are based on surveys that are sent out to customers after their interaction with the call center. Average handle time indicates how long it takes a representative to resolve a customer issue. First call resolution rate measures the percentage of issues that are resolved on the first call.

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The Benefits of Working at the Under Armour Call Center

Working at the Under Armour call center offers several benefits to employees. Customer service representatives receive competitive salaries, health insurance, and retirement benefits. They also have access to on-site amenities, including a gym and fitness classes.

The Future of the Under Armour Call Center

As Under Armour continues to grow globally, the demand for exceptional customer service will only increase. The company plans to continue investing in their call center infrastructure and technology to ensure that they can deliver an outstanding customer experience.

Table: All About Under Armour

Year Founded 1996
Founder Kevin Plank
Headquarters Baltimore, Maryland
Number of Employees 16,400
Revenue $5.3 billion (2019)
Main Products Athletic wear, shoes, and accessories
Presence Over 170 countries

FAQs

1. What is Under Armour’s return policy?

Under Armour offers a 60-day return policy for items purchased from their website, retail stores, or authorized resellers.

2. Does Under Armour offer free shipping?

Under Armour offers free shipping on orders over $60.

3. How can I track my Under Armour order?

Customers can track their Under Armour orders by logging into their account on the Under Armour website.

4. What is Under Armour’s phone number?

The phone number for Under Armour customer service is 1-888-727-6687.

5. Does Under Armour offer student discounts?

Yes, Under Armour offers a 10% discount to students who verify their eligibility through UNiDAYS.

6. Does Under Armour have a loyalty program?

Under Armour’s loyalty program is called UA Rewards, and members receive points for purchases and other activities on the Under Armour website.

7. Does Under Armour offer gift cards?

Yes, Under Armour offers physical and digital gift cards that can be redeemed online or in retail stores.

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8. What is Under Armour’s mission statement?

Under Armour’s mission statement is “To make athletes better through passion, design, and the relentless pursuit of innovation.”

9. Does Under Armour manufacture their products in the United States?

While Under Armour does have some products that are made in the United States, the majority of their products are manufactured overseas.

10. What is Under Armour’s market cap?

As of August 2021, Under Armour’s market cap is approximately $11.5 billion.

11. Does Under Armour offer sponsorship opportunities?

Under Armour offers sponsorship opportunities to athletes, teams, and events that align with their brand values.

12. Can I cancel an Under Armour order?

Customers can cancel their Under Armour orders as long as they have not shipped yet.

13. Does Under Armour offer in-store pickup?

Yes, Under Armour offers in-store pickup for online orders.

Conclusion

In conclusion, the Under Armour call center is an essential component of the company’s customer service strategy. Their investment in infrastructure, technology, and employee training ensures that customers receive top-notch service every time they contact the call center. As Under Armour continues to grow, their call center will continue to be a critical part of their success.

Closing Statement with Disclaimer

Under Armour is a registered trademark of Under Armour, Inc. This article is not affiliated with Under Armour, and the opinions expressed in this article are solely those of the author. The information provided in this article is accurate to the best of the author’s knowledge at the time of writing. Readers are encouraged to do their research and consult with Under Armour or their representatives for more information.