Contact Centre

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 dialling code for Bedford (in Bedfordshire) is 01234, which on it's own is quite a good phone number to promote for marketing purposes!

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.

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.

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.

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.

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.

Is your main requirement ecommerce fulfilment? >>

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.

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.

Call centre management reports
Call centre dashboards are used to give us instant snapshots of call centre efficiency, and provide performance metrics in the form of real-time trend graphs and ad hoc reports to aid in measuring call centre performance.

Our call centre management software provides insight into effectiveness by presenting graphically and visually the call centre performance. The call centre dashboard shows relevant and timely information to aid and inform daily decision making, and aids the organisation in measuring business performance.

The system is a KPI and performance management software for contact centres, giving contact centre operations and general business managers insight through innovative reporting dashboards. These KPI dashboards monitor the key performance indicators by which they conduct performance management; financial performance indicators, performance measures and productivity metrics. This is achieved through a suite of business intelligence applications integrated with the call centre reporting systems. The BI application is delivered using a digital dashboard, exception-based highlighting, and alerts which give real-time response to business critical situations enabling better business performance management.

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.

Our database management solution 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.

Our database management solution 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.