Customer Satisfaction
Inbound
IInbound campaigns can be anything from a single queue order taking, through to multi-queue multi-product sales and support consultancy. We do both and are very good at it. One of our clients has 600 DDI's into 40 queues and 200 agents at peak times providing a full portfolio of first sales, upsales and support for their customers. Whatever you're requirement we're more than capable.
Soft Tools
We have an extensive catalogue of software tools to aid our staff in providing the very best experience for your customers, these range from custom developed pricing tools, intuitive upsell calculators, and a dynamic knowledge base for support functions.
Management Information & Analytics
Comprehenive MI is produced breaking down incomming calls by DDI, product, service, campaign, agent, and more, either in dashboards, raw data or even API to your own systems.
GDPR and DPI Compliant
Outbound
Outbound Campaigns can be either sales, upsales/resales, support or survey. We do all of these as part of our portfolio. When planning an outbound campaign its important to consider the impact on the customer which is why we often combine this with online strategies such as call scheduling, callback and webchat.
Data
Whether you're provoding the data or we're sourcing it, we need to ensure that it is properly opted in for calling, thus being fully GDPR compliant. We actively track complaints and always recommend a post-call survey link be sent to every contact so we can measure satisfaction in realtime.
Predictive Dial
Even when using a predictive dialler we ensure that the drop rate is at zero since we have our own overflow team to handle the odd call that fails to reach an agent in time. By utilising an overflow team we ensure that no customer is left with a dead line or recorded message. Since the overflow team are shared between all our clients there is usually no charge for this.
Human Interactions
Online
The world is changing fast and now more and more people are doing business online rather than making or receiving phone calls. We embrace this with a full compliment of online services.
Chat
With a snipped of code on your website, we can pick up customer chat sessions and direct it into a campaign team to handle everything from pre-sales, sales, post-sales support and finance. Teams can operate cross dicipline knowing not only the subject of the call (provided in post), but we can cross reference the customers name or email in realtime to bring up their record before the agent even types the first word. I think I'm fairly confident in saying that no one, ever has received a satisfactory experience using a chatbot, they are Artifically Irritating in every regard and this is why we steer clients towards humal interactions.
Email & Helpdesk
We have teams who specialise in handling email and helpdesk queries from customers, and we can even provide the helpdesk with your branding to integrate into your website(s). We employ a selection of software tools and dynamic knowledge bases to speed up our response rate and we're confident that we will exceed by a significant margin our competitors.
Social Media
In today's fast-paced digital world, engaging effectively with your audience is key to building lasting relationships and a strong brand identity. That's where we come in. Our team of social media wizards specializes in crafting tailor-made responses and updates that resonate with your followers. From witty replies to thoughtful comments, from eye-catching posts to timely updates, we handle it all with a touch of creativity and a whole lot of strategy. Let us be the voice that sets your brand apart in the bustling social media landscape.