Consumer care

We provide a comprehensive range of consumer care solutions designed to make sure that your most important asset – your customers - are always put first. By utilising our expertise, infrastructure and technology, your consumers will have a single point of contact for all their needs and will be dealt with by well-trained and efficient agents, acting as frontline advocates of your brand.

Our flexible consumer care offering is made up of the following services:

Inbound calls

Our agents receive and process all inbound calls and are trained to deal effectively with any complaints, receive compliments on behalf of your company, process requests or provide additional information. We tailor our services to meet the needs of your consumers, whether that be 24 hours a day, or during your operating hours.

Outbound calls

Our agents have been trained to make outbound calls to keep your consumers informed of the progress of their queries or requests. Importantly, at the end of every consumer enquiry, the agent is required to contact the consumer to ensure that their query or complaint has been resolved satisfactorily.

Multi-media

In addition to receiving voice calls, we utilise a variety of other channels through which your consumers are able to contact us. These multi-media options include email, SMS, fax and social media. This puts the consumer first, since it enables them to contact you via their preferred communication channel in real time.

Fulfilment

As part of the consumer care offering, we also provide a fulfilment service whereby information such as manuals, recipes, and warranty information can either be sent electronically or in hard copy to the consumer. This fulfilment service can be further enhanced by incorporating a range of other tools such as vouchers, discounts or coupons, depending on your company’s own consumer care strategy.

Red alert management

To deal with any critical issues or complaints that may affect your reputation or pose a health risk to your consumers, we utilise an efficient Red Alert process to manage courier pick-up, swop outs and constant consumer communication until a final resolution has been reached.