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Customer Services

Call Centres

Our experienced Call Centre advisors answer the order and enquiry calls from our many customers.

The orderline advisors answer calls from customers wishing to place a telephone order. The orders are inputted directly onto our systems, which then go for processing. When appropriate, the orderline advisors may also offer customers other products, such as 'extended warranties' for electrical products or perhaps items which may be the 'offer of the day'.

The careline advisors answer any queries that our customers may have, always striving to ensure that their query is resolved correctly and to the customer's satisfaction.

Customer Administration

The Customer Administration department handles all customer enquiries that come in by post or by email. They also liaise with our carriers and suppliers and will investigate any goods lost, returns or product related enquiries on the customer's behalf.

Data Prep & Order Processing

The Data Preparation department also includes the Mail Opening section, where each day approximately 10,000 envelopes are received from Royal Mail. These envelopes, once opened, are split into three main categories - written orders, payments (cheques, postal orders, credit card) and correspondence.

Written orders are batched together and passed onto one of the data keying sections for keying onto the order systems ready for processing. Most of the written orders are scanned on an OCR (optical character recognition) system, where the orders are verified by the clerks before they go into order processing.

Payments received by post go into the Banking department. They are keyed and processed onto the system and are then credited to the customers' accounts.

Written correspondence is passed onto the Customer Administration department for investigation on behalf of the customer.

Quality & Training

The RQM department (Random Quality Monitoring), is a team of experienced clerks who continuously monitor the call centre agents answering the order line and care line calls. They provide feedback on call centre agent performance, and also ensure that correct procedures are being followed at all times.

A dedicated Training Team are responsible for ensuring that any new employees are trained to the correct standard before they are able to work 'live' in their relevant department.

The Training team also conduct any additional training that may be required in the event of systems or procedural changes.

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