Making it easy for your customers to contact you

Dealing with your customers requires that we have a full understanding of your needs and systems so you can benefit from a truly effective partner. What are your objectives– what are you communicating? Are you selling, servicing after-sales, supporting web-based operations or collecting information? Whatever the project, you need to know that every customer contact is dealt with in an agreed efficient and timely manner. You also need to be assured that our contribution will enable you to analyse your marketing spend so you can judge the effectiveness of your campaign.

You deserve total attention to detail

Your customers can contact us by telephone, answered live or by our interactive voice response system (IVR), by e-mail, post or web. Each of these methods requires formalised data processes that produce standardised information for your database.

As part of the information collection process we also need to consider what reports are required, data exchange protocols and possible integration between our systems. Reports could include financial, stock, sales, source of the response and lifetime value. You may want us to take payments, credit card details, on your behalf?

Is Automated call handling right for you?

Depending on the content of the contact and your preference, you can decide to use live, automated or a combination of the two for 24/7 coverage.

Automated systems are cheaper than live. Live call handling is best for taking orders and re-assuring/answering queries. Automated is often more effective for concentrated response such as to TV adverts and simple tasks such as information gathering and brochure requests. At the same time you have to remember that if someone is going to actually spend money, they usually want to talk to a real person.

Having outlined the project, you’ll receive a detailed but simple quotation. We will ensure our costs are related to your success e.g. cost per order or cost per call, with low set-up charges.

Meet the Team

We recommend you meet your project team, the account manager, database programmer & call centre manager, for in depth discussions.

We will agree the wording for a script and information on your product. If we are supporting your own web operations, we need to discuss security and training issues. If we are working on a ‘stand-alone’ basis we’ll agree the structure of your database and its contents. From this we can programme the data entry screens, telephone systems, and record your script.

Gathering your information

Throughout this process checks will be built in at every stage. For automated call handling – how many calls, completed or hang-ups and if it is incomplete where in the call did it fail. For live calls – call volumes, outcomes, time of call, length of call, our response times, address validation, credit card checking on-line during the call, stock availability and possible up-sales opportunities.

Keeping you informed

Our job is to give you total peace of mind. You’ll be kept right up-to-date with the progress of your project. You will be contacted at every stage of programming and supplied with sample scripts, reports and data structures. Knowing every aspect of your work with Henley is on schedule, allows you more time to concentrate on the other elements of your marketing.

Last but by no means least we want you to talk to the staff who will work on your project. We want the team to understand your project and its objectives. We want them to be committed to the success of your project.

Our Unique Guarantee

To the best of our knowledge we are the only company in the UK to guarantee you that if you are ever disappointed in our service you only pay what you feel is fair.

We are able to make this guarantee through our commitment to our Client Care Promise and the certainty delivered by our rigorous adherence to internal systems.

For more information call 0118 924 1800.