Helping Our Clients Deliver Excellent Service

Better Customer Service

With the increase in online capability, the demand for better customer service is also expected. Customer support seeking is no longer a 9-5 process, and the increasing expectation is for companies to follow suit with their support availability. The days of ‘office hour only’ support is long gone, and such companies are being rapidly overtaken by businesses and organisations who are willing to go the extra mile to match the needs of the modern consumer.

Speed of communication

Not only are customers demanding access to 24/7 support, they are also looking for speed. A recent report by CRM provider SuperOffice, showed that over 33 percent of UK customers expect some kind of response within an hour or less, while 11 percent of customers expected a response within 15 minutes. An ‘always on’ expectation is now standard, and no longer just a nice to have.

Our resources are vast and consist of a dedicated UK based Alarm Receiving Centre (ARC) team and multiple local branches which are strategically positioned throughout the UK. This ensures that our customer response times are virtually instant, allowing us to deal with both emergencies and general enquiries with the same efficiency.

A human touch

Customers are usually comfortable using live chat services providing they can quickly and efficiently resolve their problems — unfortunately, as many of us know, that is often not the case. Chatbots are designed to respond to live enquiries through a series of pre-loaded answers in a bid to save companies the significant cost of resourcing call centres. Unfortunately, chatbots cannot answer any queries outside of their programmed list, causing much frustration and even brand resentment when customers find themselves in an endless loop with no clear resolution.

In a report by This is Money, nearly 50 percent of surveyed consumers in Europe, the US and Australia said that automated chatbots were ‘annoying’, while 80 percent said they were ‘too impersonal’. One in five would prefer companies stop using them altogether.

Most enquiries have a level of complexity that rarely follows a scripted process. By providing your customers with a fast and efficient human point of contact, all enquiries can be easily resolved, regardless of the customers level of technical proficiency.

An overview of our service

Our Contact Centre Services can include any of the following elements.

• Telephone Handling Services
• Out of Hours Emergency Repairs
• Anti-Social Behaviour Management
• Email Response Services
• Live Web Chat Services
• Call Recording
• Online Reporting
• Payment Handling
• Contractor & Warranty Management
• Planned & Un-planned Business Continuity

In many cases we can also work directly with our customers own back-office system. This means no lengthy spreadsheets or reports as the information is inputted directly into their system for increased efficiency and reporting.