Friendly and Efficient Call Centre Services
Excellence in Customer Care
We take pride in offering professional and courteous Call Centre Services. Our friendly operators have live access to your stock and sales information resulting in a quality service for all of your customers. From inbound call taking to customer service, catalogue requests, data entry and banking... we can offer you the best in customer care.
At any time, from anywhere on the planet you can see what orders have been taken, and where they are in relation to pick, pack and dispatch.
Our Call Centre is open 7 days a week 8.00am – 8.00pm and employs friendly and professional advisors, over a variety of shifts, in order to meet the requirements of the Clients.
Tim Jeffries, Manager Reader Offers, Mr Fothergills Seeds
“Our Call Centre and Data Input Services have been handled by Exact Abacus since 2006. We have been very impressed with their commitment to understanding our products and customers which enables them to take orders and resolve any issues in a friendly and efficient manner.
The team is excellent to work with and I would highly recommend them to any company wishing to reduce their customer service costs and provide a quality service.”
Call Taking - Inbound Calls
Our Clients are varied in their business along with their particular Call Centre requirements. Within our Call Centre we offer the following types of call services:
- Complete Service - call taking: orders, queries, catalogue requests, customer service etc.
- Out of hours - call handling when your company is closed
- Overspill - handling bounced calls if your company is experiencing high volume calls
When you join us you will be allocated a unique DDI number that is programmed into the telephone system to forward calls to our operators using any specifics you may require with regards to hold times and messages etc.
Our telephone system is also linked to the ‘Call View’ software. When our operators receive calls the software registers the phone line and presents a pop up screen which informs the operator which company they are taking the call on behalf of.
It's up to you how you would like our operators to answer your calls but the usual opening script would be:
“Thank you for calling ………………… you are speaking to …………………. How can I help you?
Our professional and friendly team of operators are highly trained in each of our clients requirements. We handle a variety of calls and fully understand the importance of customer care.
Calls are dealt with appropriately as per your requirements. The call type is logged on the phone as to whether the customer is phoning to place an order, request a catalogue or phoning with a particular query. Being able to quickly take address details using our auto addressing system not only speeds up the initial call process, it reasures your customer and ensures the accuracy of the order dispatching. Credit card authorisation can be easily included within your software system to ensure secure payments.
Our operators will be trained in the knowledge of your products and your business. Our Call Centre and Warehouse teams work closely together and with yourselves to ensure that your customer is satisfied. Thanks to your on-line 3EX-NET system, which our operators use to input orders and view order history; they can also assist your customers with stock due dates, add sell or up sell.
Each week and month you will receive standard Call Centre Reports. There are many additional pieces of data that can be incorporated within these reports should you require them.
This data consists of:
- length of time
- what time of day
- who answered the call
Customer Service
We welcome you to come and talk to our Call Centre Teams and discuss new products and promotional ideas. You will have a dedicated Customer Service Operator who will handle inbound, outbound emails, post or telephone queries. This Team member will liaise directly with yourself to resolve more complex queries and also advise the operators of changes or new information.
Besides Call Centre Services we also provide Data Entry services.