Customer Relationship Management
SouthWestern employ state-of-the-art technology and best practice processes to deliver excellence in customer services. We operate 24/7 voice & multimedia Customer Services supporting up to 8 languages, whether it involves processing orders from your customers, handling queries, surveying your customers or managing claims; our customer service is second to none.
In addition we have a proven track record in delivering cost savings and process improvements to clients. One of our large clients experienced a significant reduction in the abandonment rate of customer calls and a notable increase in First Call Resolution (FCR) when they switched to our service. Another one of our significantly sized clients experienced a reduction in call handling costs due to several initiatives which SouthWestern put in place to better manage peak periods of calls. SouthWestern use the right technology to enhance the customer experience.
The following range of services are part of our service package:
Order Processing/Booking
Whether you take orders over the telephone, email or Web, SouthWestern can integrate this to your customer order function and complete billing. Our Contact Centre operation can update clients on delivery, invoicing and credit status associated with orders.
Helpline
Our Contact Centre has been offering solutions to clients with diverse requirements for over 10 years. Not alone is the Contact Centre closely integrated with other offerings of SouthWestern, but it also boasts a world class Nortel telephone system and custom developed software systems, to meet our client's needs.
Fulfilment (return)
We cover all aspects of Fulfilment from bulk mailings handled by our printing operation to more complex hand enclosing work and supply chain management handled by our CSRs. Our Fulfilment services include Data Processing, Printing, Hand Enclosing, Machine Enclosing, Brochure Fulfilment, Product Fulfilment and supply chain management.
Customer Support
We provide long and short term customer support services. These can be independent of other operations or be a component of a larger solution. All calls are systematically logged and our agents record the specifics of a call where required, providing both our clients and our Customer Service Representatives (CSRs) with a history of calls received. Our CSRs are continually trained in query management and issue resolution techniques and we have developed a software system to efficiently aid query management.
Customer Surveying
In addition to customer support services, our Contact Centre can also provide relationship management packages. Existing clients have availed of these to conduct telephone surveys to assess both their customer and staff satisfaction and to undertake database clean-up exercises. In this role we are acting as our client’s voice to their customers and therefore ensure our Customer Services Representatives (CSRs) undergo continued training and review, to maintain our high standards of delivery. We employ a best in class CATI (Computer-Assisted Telephone Interviewing) infrastructure to deliver large-scale surveying.
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