Helplines
CSR's, aided by comprehensive product training and access to knowledge databases, will answer queries and provide help within a customer support environment.
Our small teams of friendly, trained operators handle your calls and become familiar with your regular clients.
Each agent is given a campaign booklet, outlining the clients needs and what is expected of the call.What the campaign is about, FAQ's,scenarios.
This booklet also gives details of the type of problems that can be reported. When a customer/client rings the 0800,0845 number, the call is answered by one of our highly trained and experienced call handlers.
Due to the fact that the caller may often be very concerned and distressed, the call handler acts with extreme tact and consideration.
On answering the phone, the caller is taken through a carefully scripted process with the call handler using a lot of open questions (who, what, when, how, why etc) to extract as much detail about the problem or enquiry as possible. The caller is given a unique reference number in case they wish to phone back a few days later with more details.
We stress the anonymity and confidentiality aspect of the service but also try during the call to get the name and a telephone contact from the individual making the call. The caller is advised that if they give us these details, under no circumstances will they be given out.