In order to provide the best service possible for customers, Confero can integrate directly with the client's order processing portal or CRM system, over the internet or through secure VPN connections. Alternatively, where access is available through an online application, this can often be locked down to Confero's static IP address for security purposes and ease of use.
Bureau or Dedicated Service
For companies that typically receive 200 to 300 calls per day, this service is likely to be delivered through our Bureau team, which is a shared resource facility. All call centre agents are professionally trained in handling online retailer calls and emails, and clients benefit from the experience gained across multiple sectors including outdoor furniture, jewellery, health and leisure, fashion, FMCG, pets, and watches, TV shopping, ticket lines and many many others. The service is charged to clients on a per second billing basis.
For companies that consistently receive more than 300 calls per day, a Dedicated Agent team or a blended Dedicated/Bureau solution may be more appropriate and cost effective. The Dedicated call centre teams work solely for an individual client, and can therefore offer a complete end to end service including inbound and outbound calls, email response, web chat and fulfilment
The e-tailer service can be deployed as a complete outsourced customer service department or alternatively on an overflow / out of hours basis.
- Product queries
- Track and trace
- Credit card orders by phone
- Email Response
- FAQ Response
- Billing queries
- Returns and complaints
- Head office queries
Credit Card Order Lines
If you need support for website or phone orders, Confero offers a scalable, robust, PCI compliant credit card order line service.
By outsourcing your Customer Services to Confero, we can offer your business, and your customers, a professional, 'turnkey' outsourced customer service solution.