Ability to create real conversations
We want your customers’ expectations to be exceeded every time they speak to one of our operators. The key is creating real conversations, with real people. We invest heavily in training, systems and technology to make sure your customers feel they are getting a top class service and being treated with respect.
There are five key ways we achieve this:
1. Your customer speaks to a real person quickly
We aim to always have agents available to take calls, by accurately forecasting need, and having instant extra resource when it’s needed using our sophisticated VOIP technology and pool of home workers. The proof is in our impressively high performance results: typically our abandon rates are less than 5% and 80% of calls are answered within 20 seconds.
We also make sure your customer is not overwhelmed with endless options. We recommend that a maximum of four options are available, and preferably just two.
2. Your customer speaks to someone knowledgeable
When your customer calls us, they’re put through to someone who’ll give friendly, well-informed advice in a positive manner. Our call centre agents are trained to work on all campaigns and product training is regular and thorough.
We also understand that your customers are different, so we try to match each group of customers to their particular characteristics, in terms of tone of voice, pace and the amount of guidance they need.
3. Your customer’s order is taken quickly and efficiently
Realtalk have invested in systems that are robust and that don’t fall over. We use address-finder software to increase throughput and our call agents all have good typing skills.
4. Your customer sets the pace of the call
Busy people like to get through the transaction as fast as possible and want a swift, efficient service, whilst others enjoy sharing their thoughts and feelings about the product or service they are buying and resent being rushed to get off the phone.
We achieve a cost-efficient rate of calls per hour without setting call duration targets. This allows us to make each customer feel special, without compromising your budgets, and we find they really appreciate the effort we put into each and every call.
5. Your customer is not bounced from one department to another
We have all had the experience of being transferred from one call centre agent to another, simply because it is “not their department”. All our agents are encouraged to ‘take ownership’ of your customer’s query or problem, and resolve it there and then. In the event that our agents cannot resolve things, we have dedicated a Customer Services team who have been trained to handle a wide range of possible customer issues.