Brochure and Catalogue Request Handling

Inbound response handling and contact management
Our contact centre is staffed by a hard working team experienced in handling brochure and catalogue requests. 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.

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.

A brochure or catalogue request order that is packed incorrectly can lose you a customer, so it is so important that your brochure request fulfilment house has very low error rates.

At BTB Mailflight, we take great care in choosing qualified staff for our pick and pack operation as each individual is first trained, then monitored for both accuracy and efficiency.

Our pick and pack processes are covered by our ISO90001:2008 quality system so procedures are in place to ensure accurate picking and packing, and audit trails are available.

A robust warehouse management system serves as the backbone for our pick and pack operation. Our WMS offers the flexibility of multiple pick options and intelligent picking routes that enhance efficiency and capacity.

Flexibility becomes extremely important when you are picking and packing a wide variety of product types that come in all shapes and sizes, and with SKU counts ranging from 1 to 5000 or more! Stock can be called off for single orders, small consignments, or bulk shipments, and we have storage options to handle a variety of stock sizes.

As order pickers use the system to pull appropriate items and quantities the packing department serves as the second QC check as every order receives 100% Quality Control verification.

We can provide campaign analysis reports so you can have full visibility of what's going on with your brochure / catalogue requests i.e.:

• Which channels are providing the best return on investment i.e. a particular website or direct mail campaign?

• What times are people requesting brochures / catalogues?

• Who are requesting your brochures / catalogues i.e. by age, gender, job title etc?

• Do you have repeat customers?

• Could you drop an advertising campaign/medium because it's not providing the results you would hope for?

As well as handling daily catalogue and brochure requests we work with many catalogue and brochure companies handling their large volume polywrapped catalogue and brochure mailings. As well as other direct mailings including postcards and enveloped direct mail. From our Order Fulfilment Centre we handle catalogue requests, picking and packing catalogues to be mailed across the UK and internationally.

We have 5 Sitma polywrapping lines and polywrap millions of catalogues and brochures each year. With inkjet addressing or carrier-sheet printing services we provide flexible addressing and pricing options. Smaller or non-machinable mailings can be polybagged or enveloped by hand.

Many catalogue companies also send out other direct mailing campaigns as well as catalogue mailings and we can produce these direct mail packs too. Whether it’s a simple postcard mailing or a complex mailer with numerous inserts and variations, we can provide the solution.

Our largest international catalogue client's mailing cycle involves high volume catalogue mailings followed up by postcard mailings. With our inkjetting capabilities we can print variable postal indicias so that they benefit from using the postage service that offers the best price to that destination.

Our catalogue / direct mailing capabilities include:

• Materials procurement & print management

• Data processing

• Laser printing: carrier-sheets, letters, forms, invoices etc

• Inkjet personalisation - high speed inkjetting onto postcards, envelopes, brochures, catalogues, polywrap etc

• Polythene wrapping

  • 5 Sitma polywrapping lines
  • up to 10 inserts
  • selective insertion
  • online inkjetting or addresses or carrier-sheet insertion

• Polybagging

• Envelope enclosing: DL to C4, up to 6 inserts

• Specialist hand finishing

  • Label application

  • Hand inserting

  • Boxing/packaging of bulk catalogues

  • Covermounting/tip on's

  • Hand matching

• UK mailings (Mailsort and DownStream Access)

• International mailings

• Courier & freight

• Fulfilment of catalogue/brochure requests

As well as responding to individual catalogue requests and brochure requests we also handle the distribution of bulk brochure requests e.g. sending brochures to:

• Travel agents

• Shops

• Supermarkets

• Advertisers

• Offices

• Exhibitions