Multichannel Mail Order Fulfilment

Inbound contact management
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.

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.

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? >>

An order that is packed incorrectly can lose you a customer, so it is so important that your mail order 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.

BTB Mailflight is part of Europe's second largest postal operator, so once we have picked and packed an order we are able to offer a wide range of UK and international postal and courier services to get it to your customer, whether that's a consumer or business address, in the UK or overseas.

We are able to offer a range of postal services and packet and parcel services including signed-for and trackable options.

Our mail order distribution prices are often what makes our overall mail order fulfilment solution the most cost effective, as postage is typically one of the most costly parts of running a mail order business.

Samples of our cost savings:

• A 2 day postal service that can be up to 10% cheaper than Royal Mail's 2nd Class Post!

• A 2 to 3 day tracked parcel service from £2.37!*

• International packet services that can be 50% cheaper than Royal Mail!

More about our mail order postal and courier distribution services >>

Any returned despatches from our order fulfilment centre, or returned mail from our mailing house will be processed with care to identify the reason for return and the best resolution based on your returns procedure.

Returns handling procedures can include:

• Sending returns back to you

• Data capturing the persons details and reason for return and sending you the data

• Restocking the item

• Recycling the time

• Destroying the item