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Contact Centre

Managing the Customer Experience for You

Our contact centre provides an outsource option. Our contact centre supports our retail and e-Fulfilment clients along with our membership and loyalty programs which our clients also offer.

Keeping your customers feeling properly connected is a huge part of keeping them satisfied. No business can survive long without consistent customer satisfaction, relying on good communication.

The Prolog Contact Centre exists as an ‘as-if’ resource for our clients: we perform as if we were your own, in-house resource.

What does this mean?

It means we can offer a broad range of contact solutions, acting on your behalf, including managing the customer experience and diligent CRM solutions, providing you with meaningful data analytics to ensure your business is kept on track.

The Customer Experience

We act on your behalf on multiple channels including voice and all sources of social media, which are also provided on a multilingual basis.

Our services are supported by the very latest in telephony and CRM solutions providing you with meaningful data to ensure our clients have visibility of all activity. We also operate these services directly on customer systems. These services are provided to our global brand customers.

Staffed by our experienced, multi-skilled, multi-lingual agents, supported by regular training coupled with state-of-the-art telephony systems and CRM solutions, our Contact Centre is the ideal home for your customer service, inbound campaign or overflow call handling. We also deal with email enquiries. Our call-handling ability to deal with peaks and crisis situations is second to none. We are proud to have built and maintained an excellent reputation in this field.

CRM Solutions

We use high-quality Customer Relationship Management software to track all activity and resolve issues and queries quickly and efficiently, protecting and strengthening your brand. Transparency of this data is paramount in us acting efficiently on your behalf.

A Multi-channel Approach

Whether your customer contact volume is large or small, we apply the same attention to detail and service. This can be by phone, email, webchat or letter, or any combination of channels. Furthermore, we can also provide expert, in-house multi-lingual call handling, helping local businesses turn truly global.

Full System Integration

We work with you, which means we ensure we can integrate our system with yours, whether this means our agents using your system, or developing something bespoke to meet your objectives. With the specialist support of our IT team, we make sure everything runs smoothly.

Data Analytics

We’ll always have the essential data you need to hand using our management software, including call volumes and topics, handling times, and the performance of our agents. We draw on real-time information to maximise our resources on your behalf.

Using detailed analytics, we can also identify when there are changes to your customers’ demands, including what they’re looking for and when. In this way, we can help to refine your customer experience and overall efficiency.

A Clear Process

When we start to work on your behalf, we make this transition as seamless as possible, closely project managing the process with a dedicated account management team.

We will agree all the fundamentals with you first: volume forecasting, service levels, key performance indicators and management reporting.

The key thing is that we listen carefully to your requirements, and we ensure our team of agents is properly trained to meet them, involving you closely in all the decisions we make and actions we take.

Discover how our Contact Centre can become a valuable business resource for you by contacting us today.