Retail - business process outsourcing

During seasonal campaign periods increased calls to contact centres can have a sizeable impact on customer service and sales.

Retail contact centres can be inundated with customer sales and service enquiries, often involving large numbers of questions around the same topics. This can quickly lead to poor or slow service and result in heightened customer frustration due to failure demand.

With sales advisors tied up with routine customer service enquiries, this can ultimately mean lost sales and revenue.

Our value-add solutions

At RESPONSE we understand your challenges.  Our goal is to deliver the exceptional customer service that your customers expect – with quick response times and first time call resolution.

We can provide you with an exceptional sales and service operation or technology solution. Along with our insightful and value-add customer feedback we will help you to:

• manage seasonal fluctuations in customer demand
• make informed decisions on business processes
• improve product offerings and customer channel choices 
• maximise customer lifetime value and brand loyalty
• understand how your customers feel about your brand

Maximise profits and minimise resource

The services we provide within the retail sector include:

• provision of overflow call handling
• inbound/outbound call handling 
• customer service 
• product up-sell and cross-sell 
• information and enquiries 
• back office administration and fulfilment

We have the service ability, people resource, and technical capacity to create tailored solutions to suit all your customer contact and budget requirements.