Managing customer experience
Whether you’re looking for a full end-to-end service, overflow call handling or support with a specific campaign, we can help. The multi-skilled agents in our contact centre are supported by leading-edge systems to ensure your customers get the best possible service, however they choose to get in touch.
We handle large and smaller call volumes with exactly the same attention to detail and focus on the customer experience. Our multi-skilled agents can manage your customer contact through any combination of phone, email, letter and webchat, and we also have in-house multi-lingual call handling capabilities.
Our agents act as brand champions for our clients, using their excellent soft skills and knowledge of your products or services to make every customer or supporter feel valued. Robust CRM and knowledge management systems support the delivery of an exceptional customer experience, whether for managing queries, taking orders or resolving complaints.
Our Customer Relationship Management software ensures agents have all the information they need at their fingertips to track orders and resolve queries quickly and efficiently. Detailed records provide a full audit trail to make escalating or redirecting queries easier, and query progress is monitored to make sure no customer is waiting too long for a response.
You can choose how far our systems are integrated with yours – from our agents working directly on your systems, to our IT team building a bespoke interface so our systems can communicate seamlessly with yours.
Our workforce management software draws in data on call volumes and subjects, handling times, and agent performance so we can maximise our resources based on real-time information.
And our data analysts are skilled at spotting when your customers’ demands are changing, advising you on ways to improve your customer experience, efficiency levels, or even opening hours.
We do everything we can to make the transition process run as smoothly as possible. We assign an experienced account management team to you from day one, working closely with your team and using recognised project management disciplines to effect a seamless integration. We’ll agree on fundamental principles including volume forecasting, service levels, KPIs and management reporting. We’ll agree the number of agents to be dedicated to your account and we’ll work closely with you to ensure they receive the right training, whether it’s delivered by our training team or yours. You’ll be fully involved right through operational trials and service launch, into business as usual – and beyond.
Many of our agents are multi-lingual, to communicate effectively with our clients' overseas customers.
"Prolog are an absolute pleasure to work with. Their efficiencies and attention to detail take huge pressure off us as the client and enable us to focus on the bigger picture.
They are proactive at supporting us, responding to queries and driving cost saving opportunities on our behalf. I hope the partnership continues to be so effective and successful."Sabrina HeadCRM & Loyalty Manager, Avis Budget Group EMEA
"We have always found Prolog to be a very helpful and supportive business partner, who deliver a great service and appreciate the challenges of our sector."Laura HoltSenior Manager Supporter Logistics SS & Ops, Cancer Research UK
"We have been working with Prolog as our fulfilment partner since 2010 and firmly believe they have been an integral part of our success.
Prolog's commitment to a fast, reliable and flexible operation has helped us progress and continue to improve our customers' experience, so that when they order from Great Little Trading Company they are confident in receiving the high standards of service that they expect."Natalie GardinerHead of Operations, Great Little Trading Co.
"We have been proud to work in partnership with Prolog for over 25 years and are delighted with their innovative approach and use of continuous improvement to meet their ever-growing portfolio of British Airways back office activities. Their willingness to change, be flexible and continually challenge has resulted in cost savings we have been happy to share. The relationship continues to grow, develop and blossom and we look forward to working closely with them for the foreseeable future."Saima AhmedLoyalty Operations Delivery Manager, British Airways
"Our partnership with Prolog and their utilisation of cutting-edge technology has helped us to improve our overall customer experience and enhance our delivery proposition to include deliver to store. Prolog's expertise in high volume, multi-channel fulfilment means that we can launch retail or ecommerce promotions in the knowledge that the excellent service to our customers will be maintained."Caroline AllertonSupply Chain Director, Cotton Traders
"Prolog offers a superior service in terms of customer interactions and satisfaction. Feedback from Belstaff's customers about our service is always exemplary."Laura CohenEcommerce Trading Manager, Belstaff
"ghd appointed Prolog as their UK outsourced distribution partner in 2008. Prolog are a very flexible, responsive and reliable fulfilment provider. Very high levels of customer service are at the heart of ghd's business, and logistics and supply chain excellence have undoubtedly played a significant part in the success of the brand."Sue TapsonGlobal Logistics Manager, ghd
"Since 2005 Prolog has been an integral part of the Lloyd Shoe business. In that time our requirements from them as a logistics partner have changed due to the significant shifts in retail patterns; Prolog have evolved, adapted and expanded their services to ensure they always deliver a relevant service that is of a constant high standard. Prolog continue to work with us in order to identify mutually beneficial improvements and offer added value solutions that enhance our supply chain operation. Having a third party service provider that provides a team which understand our challenges and priorities is vital to our business now and in the future."Rebecca MundayCommercial Director, Lloyd Shoe Co Limited