Customer services
Our customer services in summary
All customer service in-house.- Publisher specific teams.
- Operate to agreed service levels.
- Reports broken down by contact type.
- Manage seasonal peaks through shift systems and overspill teams
- Flexible and tailored to meet specific client's needs.
Telephone Order Hotline
- Seven days a week - inclusive of Public Holidays.
- Acquisitions and renewals.
- Cross-sell across portfolio. Up-sell - by term or preferred payment method.
- Pro-active inbound customer service teams trained to enhance opportunity for customers to renew.
- Subscriber demographic capture by telephone.
- Converting enquiry callers.
- Re-verifying controlled circulation enquiries by telephone.
Email Customer Services
- Designed to meet an increasingly more demanding volume and turn around expectation of customers using email to contact us.
- Seven day shift system including UK Public holiday cover.
- Bespoke email team.
- Reports by contact type.
- Operating on a bespoke email management system.
- Each email - monitored for turn around.
- Emails linked to track ongoing dialogue with customer.
- Intelligent scripting to improve efficiency in response quality and speed of turn around.
- Built in artificial intelligence to read, identify and direct email by type - recommend response options.
