Effective outsourcing relies on good communication and positive engagement. We will provide account managers who work with you to ensure that our customer service advisors are fully product-trained and are thus able to represent your brand with pride. Activity reports and forecasts will be constantly updated to gear our resources through the trading cycle, meeting SLAs and delivering outstanding levels of service.
Time-pressured customers like to use a preferred communication medium, with the majority now using online channels. We are able to receive, record and resolve almost any case raised by telephone, email, social post, live chat or even a good old mailed letter. If the advisor is unable to make an immediate judgement, we have supervisory procedures in place to assure both you and your customer are being handled in good time.
You will be assigned your own unique DDI ('direct dial-in') number, and an auto-attendant message will be recorded to ensure that all calling customers are immediately informed of wait times and any live promotions. Our system then routes the call to an available operator and 'pops' a message on the screen to ensure a timely response once picked up.
Our quality management system (‘QMS’) is designed to ensure we provide a consistent level of customer care at any point in time. All activity is monitored, insight is shared, and defects are immediately actioned. This attention to detail means that all stakeholders are aware of issues that may potentially lead to a bad customer experience, and resolutions can be put in place to make sure errors are not repeated.
In addition to immediate response, we are able to process mailed orders, offline payment (cheques and postal orders), and data-capture such as in-store forms and competition entries. All data is processed through our systems with addresses validated against the Royal Mail PAF database. We can provide a complete outsourcing solution with Freepost address and custom integration of data back into your core software systems as necessary
An integral component of our QMS is adherence to the Data Protection Act 1998, as well as compliance with PCI DSS regulations for the handling of cardholder data. All personnel are vetted and data is securely processed within our ERP platform, which features comprehensive database firewalls and is accessed through an externally audited network.
We constantly invest in research and development of the latest technology. Our customer relationship management (CRM) system is fully integrated with the email server, marketplaces and telephone system. This means all contacts are logged and managed in a single place and your customers are provided with a consistent quality of information. All customer contacts are logged which enables us to provide detailed analysis of activity, broken down by type (for example orders, queries and returns).
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Here’s a small selection of the wide range of businesses we work with, from ambitious startups to large, multi-channel retailers.