Customer services support is managed through our 40 workstation Customer Response Centre. Our agents reply to customer/consumer queries (calls/emails other routes) for all different types of campaign: mail order/ecommerce purchasing, promotions (tactical and longer term campaigns), subscriptions, queries for government schemes and also take orders.
We provide an empathetic and knowledgeable service and our aim is to meet an extremely high percentage first call query resolution. Skills based routing allows us to ensure that agents will only handle calls for accounts in which they have been fully briefed, and allow us to ensure a professional and knowledgeable response to customer queries.
For both telephone and email queries, we use customer data and status updates from our fulfilment system Alchemy, with appropriate notes added to the customer record (these can be tagged by type for future analysis).
For emails, we use the VisNetic MailFlow email management system. This applies routing rules to each inbound message to sort and processes the message to deliver it to the right agent group. Text-matching capabilities can route messages according to their "To" and "From" e-mail addresses, as well as the e-mail message body text, subject and headers. The system also has strong auto-processing features such as auto-reply, forward and copy, which ensures an immediate initial response.
For all query routes:
If you need more information on anything at all, or you would like to talk about a project you are planning, we would love to listen and have a chat. The team are on hand to answer any questions you might have. Send us a message, request a call back or give us a call at +44 (0)1858 410510