Customer services
Local multi channel Customer Services are available for our customers in the UK, Europe, USA & the Americas and Asia Pacific from our contact centres in West Sussex, St Louis, Missouri and Manila.
Our Customer Service and order entry platform – eCustomerView – offers a customer centric single view with real time interface to our back office fulfilment systems, allowing customer details to be refreshed and uploaded instantly at point of contact to our UK and international Customer Service centres.
Our customer service teams are set up to offer a dedicated service for each specific client publisher. They manage the customer interface of over three million subscribers handling in excess of 750,000 telephone calls a year, a growing number of email enquiries at over 700,000 and more than 100,000 general enquiry letters across our contact centres in 3 continents.
Using current technology, automatic call distribution system - ACD - and voice management, we provide state of the art telephone management. We work above the industry standard for call pick up and pro-active Telephone Customer Service.
Our teams work a 7 day shift pattern to provide continuous cover. In addition our sophisticated Email Customer Service platform offers a tailored mix of bespoke and automated customer email management to ensure that we meet stringent levels across a 7 day week. Responses are monitored by intelligent scripting systems to enhance quality and speed.
Our Telephone Order Hotline operates seven days a week with flexible extended hours. Orders are uploaded daily. Queries are transferred between the team and customer services by a 'hot key' facility. The hotline team is trained to both up-sell and cross-sell across each client portfolio, and will pro-actively steer customers towards preferred payment methods, such as direct debit.
We conduct ongoing customer satisfaction surveys, shared with our clients to ensure that we are both maintaining high standards for customer service and development of our representative's skills.
