Contact centre
Our Contact Centre in Bedfordshire provides all of the main services you would expect of a contact centre, it is a scalable and flexible solution for companies that do not have the in-house resources. Examples of work undertaken at our contact centre in Bedford include:
- Direct mail campaign response handling.
- Data capture from coupons and off the page adverts.
- Survey response handling.
- Order processing.
- Brochure and catalogue requests.
- Customer service.
- Donation handling.
- Returns processing.
Many of our contact centre clients also use us to fulfil orders on the back of the responses and enquiries we are handling for them. For example we fulfil brochure requests and mail order purchases for holiday companies, direct marketing businesses, charities and ecommerce companies.
Call handling and email query handling
Our contact centre in Bedfordshire is staffed by a hard working team experienced in customer service, sales order processing, subscriptions management, and donation handling.
As well as a standard phone number you can have an 0800 / 0844 non-geographic number set up to be published on websites, packaging, stationery or media. When a caller dials the 08xx number, this routes into our call centre. The inbound call is answered in your company or campaign name, and the call agent will access your specific IT system and customer database.
With comprehensive product training and access to call guides and FAQ's call agents will answer caller queries and provide help as if they are sitting in your own in-house call centre. We are not a 'hard selling' call centre, but we can cross-sell and up-sell where customers are contacting us to place orders.
We can also set up email addresses and PO Boxes so that your customers email and postal queries are fed into our contact centre and responded to appropriately.
We provide scalability to meet demand fluctuations, and as well as live contact management we offer voicemail and Interactive Voice Response (IVR) services.
The dialing code for Bedford (in Bedfordshire) is 01234, which on it's own is quite a good phone number to promote for marketing purposes!
Data capture and data processing
We data capture from a variety of channels including:
- Postal responses (coupons, order forms, off the page)
- Phone calls
- Emails
- Faxes
- Websites
- Voicemail messages
- Returned mail etc.
We have strict quality control procedures and utilise Quick Address, PAF software and other tools to enhance the accuracy of the data captured.
We can return, recycle, or archive postal/fax responses, and we provide daily data capture reports.
Payment processing
BTB Mailflight can process a wide variety of payments including cheques and card payments, our card payment processing provider is Commidea, the UK’s leading developer and provider of credit card processing systems and services.
We provide banking and reconciliation, and all payment processing is carried out in a secure environment. Our site is close to Bedford town centre which has most high street banks located in it.
Ecommerce fulfilment
Our Contact Centre also supports a number of ecommerce businesses, although ecommerce companies typically drive their communication through the internet it is important to also offer a phone number, email address and postal address to customers as alternative communication channels and BTB Mailflight can provide this support.
Our order fulfilment system can easily be integrated into the back-end of websites for seamless processing of internet response and orders. We handle the complete back-end function for many online stores, large and small.
If your main requirement is ecommerce fulfilment please click here.
Management of data feeds
As well as manual data capture we can download data feeds from websites, emails, other contact centres etc and import them into the database. We can also provide secure online access to the system so clients can process data directly, run data selections, and view reports.
Database management
We can develop a database and CRM system from scratch or work with your existing database structure. Our database management system can provide all of the following, or it can be a lot less sophisticated, it depends what is needed.
- Securely hosts and manages your customers information
- Contact details, transaction history, marketing campaign responses etc.
- You will know who is in your database, how long they have been in it, how they came to be there, what they buy from you, how they buy from you etc.
- Data kept clean and audit trail available.
- Drives your marketing campaigns
- Drives renewals, cross selling, acquisition campaigns.
- Campaign reports will identify which media you should use, which offers are likely to work for different target groups etc.
- With access to the system online you stay in control
- Self service data selections, many options for importing/exporting the data.
- Real-time reporting including marketing campaign reports and ROI analysis to enable effective planning of marketing activity.
- Fulfilment reports will illustrate our performance against the SLA.
- Sales reports will provide all the financial information you require.
Email marketing
To support our direct mail services we also provide an email broadcasting service. We use a market leading system that provides all of the reporting and functionality you would expect including online access to the campaign analysis.
Outbound calling
We do not operate a cold calling hard selling call centre, but we can make cross selling and upselling calls and data collection calls to your customer database.
Campaign analysis & reporting
We can develop the system in order that it can facilitate any reporting requirements, this is vital for measuring a marketing campaign’s success and planning your future marketing activity i.e. analysis of response rates, sales figures, demographics etc. Reports can be viewed in real time via a secure web portal, and we can run selections and provide data exports as required.
Systems development
The development software used is ColdFusion from Adobe which allows us to develop robust, flexible, scalable, and user friendly call centre systems that are supported by one of the world’s software giants.
We use the SQL Server 2008 relational database with SQL Server Integrated Services for automating Order Acquisition from 3rd Party clients or directly from their websites, and SQL Server Reporting Services for providing and maintaining flexible reports for clients and in-house usage.
Hosting your database on our Bull Escala Dual processor server with hot-swap disk storage guarantees 100% uptime.