Specialists in
Consumer Product Helplines
Outsourced Call Centre
Leisure and Holiday Parks
Call Handling
Outsourced Customer Support
First Call Helpdesk Ltd is a specialised team of enthusiastic people who are experts in Outsourced Customer Support. Your company is not just a number to us, we are a simple extension of your team. What if your customers could experience first-hand the level of service our friendly team have to offer? What if your customers could speak to a team of highly trained and skilled experts that worked just like you do, but to timeframes and SLAs?
Consumer Product Helpline
This service is used to provide an outsourced customer support team tailored around your product(s). We can support all channels 24/7. Whether its complaints handling, customer queries or product recalls First Call Helpdesk can provide the best solution for you.
Outsourced Call Centre
Outsourced Call Centre services from First Call Helpdesk provide you with a cost effective solution. By reflecting your companies brand and values we provide a seamless extension to your business supporting both inbound and outbound communication.
Leisure Holiday Parks
This tailored service is used to provide a friendly team of advisors to help and assist your customers when booking a holiday. The First Call Helpdesk team can take the pressure away from your in-house team by taking bookings, overflow calls, answering FAQ’s and handling your customers queries 24/7.
Systems We Are Experts In
If you don't already have a system in place, don't worry you can utilise ours.
- Vivantio Flex
- Zendesk
- Jira
- Freshdesk
- Salesforce Service Cloud
- Sprout Social
- Hubspot
- SolarWinds
- Spicework
How Can Customer Service Outsourcing Improve Your Customers Experience?
Customer service outsourcing is one of the most important areas within an organisation, and yet it is often the area where resources are either not available or are very limited. At First Call Helpdesk Ltd, we believe the customer interaction is the most important part or a business. After all, this is where your customers let you know invaluable feedback about your products and services. Left within your organisation with limited resources, this is where your customers receive either very good service or very poor service. Your brand is the most important part or your reputation, so why wouldn’t you want to give excellent Customer Service by using First Call Helpdesk Ltd’s 24 hour customer service?
We are non-scripted which means we can build rapport with your customers, and this is a real skill in itself. We choose our staff carefully, making sure they have in an interest in the product or service they are supporting. We engage the team with interactive training sessions so they can become real experts on your products. Our UK outsourced customer support works as a simple extension to your business. Quality control is key to delivering an excellent customer experience and is key to our ISO 9001:2015 accreditation. Why not speak to one of our team to see how our customer service outsourcing can make a difference to your customers?
Why should you consider customer service outsourcing when you have always taken care of this in-house? What difference can outsourcing make to your business? These are fair questions and to answer them you need to consider the importance of your branding and your reputation. Regardless of your sector, products, or services, your business is only successful if you have happy customers. Your reputation precedes everything you do; a poor customer review can completely change that reputation and affect your bottom line. Creating a brand that customers can trust is a vital element in reducing the risk of this occurring. Your online and paper marketing, your products and services, your staff, and your customer services are all central elements in your branding. One of the most important elements is your customer service; however, it is often the element that is most overlooked, with companies relying on the strength of their product or service. The reason this happens is usually due to lack of time and resource rather than lack of interest. The answer to this dilemma is to outsource your customer service department. Help desk outsourcing is about more than just having someone on the end of the phone who can direct calls to different departments. It is about having outsourced help desk services that understand your brand, your company, your product or service, and can provide support to customers that reflects your branding and company ethos.
Develop Your Branding With Helpdesk Outsourcing
Are Your Customers Ready to Experience Outstanding Customer Service?
We have all experienced bad customer service. Whether you have contacted a business’ customer support to complain, ask a question or for advice, poor treatment can completely change how you view the company from that point on. Poor customer service can range from long phone answering wait times to rude or abusive support agents. It can also involve lack of follow up from the original contact, poor information being imparted, or simply just being left with a feeling of disappointment after the contact. Such experiences are likely to lead to negative reviews and customers taking their business elsewhere. Excellent customer service is more than just the opposite of poor customer service. It is 24 hour customer service that makes the customer feel cared for, important and as if they have the complete attention of the whole business, not just the agent they are talking to. It involves someone always being there to answer the call or email; having the knowledge needed to respond effectively to the customer; and being able to provide them with the complete support that they need regardless of the query. This can be hard to achieve when you have limited resources. Even within large companies, there are a limited number of employees and hours in the day to be able to deal with every call and customer email to the same high-quality level. When your staff are struggling to fulfil their roles, this shows in their interactions with clients and the level of communication and support that they provide for them. The best way to avoid your company’s customer service sliding into the poor category is to invest in outsourced 24 hr customer service.
