A great customer experience delivered through fantastic customer service should be the ultimate goal of any aspiring organisation. Outsourcing your contact centre/customer service function to Ventrica can help you achieve these goals. Why? Because we have instilled a passion for great customer service within our staff that will help separate your company from your competitors, helping you to retain your customers longer, and thus resulting in greater profitability. So how does it work:
- Customer service strategy
We have developed and can help you develop a customer service strategy which is vitally important to ensure there is a service focus that delights the customer and delivers its brand values.
- The right staff
We carefully choose the type of staff most suited to work on your account and typically we are looking at personality traits, attitudinal behaviours, previous experience, desire and enthusiasm to be part of your team – we then engage the staff via a thorough induction process and good communication, training, and immersion in your products and services.
- Account management
One of our experienced Account Managers will work closely with you in a clear and structured way from initial planning through to account implementation and throughout the contracted term. Other staff key to delivering the service such as our Head of Operations, Head of Client Services, Training Officers, Service Delivery Managers, Team Managers and IT personnel are also involved from the outset, ensuring everybody has a clear and definitive understanding of your requirement.
- Quality control
Upon going live, strict quality control and monitoring procedures ensure we are delivering service excellence and intelligent reporting provides instant feedback of how we are performing against agreed service levels.
Regular communication and business review meetings help to ensure consistency and set in place goals for continuous improvement.
Here at Ventrica we have created an environment where our staff feel valued and motivated and we always see a service call as a revenue generation opportunity.