Inbound Call Centre Services

Dawleys handles thousands of inbound calls from customers each month, working with SMEs right through to some of the largest organisations in the UK. Our inbound contact centre services include:

Operating a loyalty card helpdesk:

Working with clients such as Texaco Star Rewards, we handle inbound calls from scheme members on all aspects of the loyalty scheme including ordering replacement cards, clarification of account balances, updating details on the database and redeeming one of the scheme’s reward offerings.

Customer services & technical support:

For many clients, we run contact desks that answer customer service questions or technical queries. We provided customer registration and technical support for government funded energy efficiency schemes and issued the eligible applicants with a personalised voucher for the Governments Boiler Scrappage Scheme.

Payment processing in a PCI-DSS environment:

Dawleys can take payments over the phone for goods and services and for charitable donations. We have acted as an overflow resource answering the calls in our client’s company name, ensuring an invisible temporary switch-over.  We can also support specific promotional campaigns, leaving your own teams to handle the important day to day orders and allowing us to take the strain of handling uncertain call volumes.

Order handling & processing:

Our trained agents can take orders over the phone either for items we hold in stock or for items you hold on site.  Our systems can process payments and orders, and instruct our fulfilment centre to pick, pack and despatch the orders, often on the same day. If the orders are for items or services you provide directly we can send the orders to you as they arrive or in scheduled file uploads throughout the day.

Charity mail order processing:

Many charities want to enable their customers to call and order items from their mail order shop or be able to make a donation over the phone.  Dawleys works on behalf of a number of charities offering just such a service.

Publication requests:

Some clients make a substantial range of publications available to their customers. Dawleys supports these services with call centre staff fully trained and able to discuss and process orders from incoming callers.

When you entrust your calls to us we ensure our team of Call Centre Agents represents your brand and its values appropriately. All our agents are trained to provide a professional level of customer service and we’ll actively encourage you to work closely with us to ensure our call handling meets your high expectations.

 

Dawleys operate a dedicated inbound contact centre unit, manned by trained staff with over 85 years of telephone handling experience between them.

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