Customer service centre

IN-SHORE CUSTOMER SERVIce 24/7/365
Outsourced customer service can be a crucial saving point for your business. Sometimes outsourced customer service calls are your last chance to save a customer from moving on to the competition. Rocket Ansa-Call developes integrated, outsourced customer service solutions that allow us to handle all your outsourced customer service needs. We can handle every customer contact or just those that you cannot handle through peak traffic or unsociable hours, efficiently and effectively giving your customers an unparalleled customer service experience.

Integration with client systems.
Our Web Enabled call centre allows our operators to access clients' databases instantly, where they can log, review and implement new & current service calls or even assist the caller by answering their queries directly.Once the call has been completed the information can be immediately dispatched to one of your out-workers or sent through directly to your office at specific times of the day. However, if the call is of a very important nature the call can also be put directly through to an engineer or support person either in your office or out on the road.

To ensure the call is connected to the correct employee or the information is sent to the right department, our Service Centre can work to a rota, thus improving speed of response time and controlled tracking of calls.

You can utilise the Service Centre to assist in the day-to-day operation of your support department making sure that your support staff are keep busy assisting customers with genuine problems, offer a front line help desk to your customers or for gathering important market information from a public survey.

Dealer / branch locator referral service:
Rocket can provide a referral to the location that is nearest to the caller for your product sales or service, saving the requirement of wasting advertising space & money on listing addresses.

• Why choose Rocket
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• Service Centre Pricing
  
  

  Implementation Charge	From £250
  Account management	£199.95
  Locall number	Free
  Freephone number	4.0p per minute
  Revenue share 0871	Subject to volume
  Network Routing Setup	From £50.00
  Statistical reporting	£25.00 per month
  Call Charges	Volume related
  Call Patched to Landline	5p per minute
  Call Patched to Mobile	18p per minute
  Voice Recorder Access	£250 setup
  Voice Recorder Rental	£25.00 per month
  Agent Training	£100.00 per day

How we achieve quality standards

Customers who take Lines & Calls package receive a 10% discount on monthly subscriptions and account management charges. Add 5% if payment not by direct debit. Two months subscription is required in advance to open an account. A security deposit may be required for high usage customers. Minimum contract period 12 months. Patch setup charge 35p.

In the Field

Read Hewden Case Study

Example
Matthew Harrison operates a busy plumbing and heating business with a difference. His organisation sub-contracts to several national insurance companies and holds a database of over 14,000 consumers and 200 plumbing and heating engineers. Matthews infrastructure was unable to expand quick enough to accomodate the new business opportunities that were coming his way. The nature of the business meant that Matthew had not only to plan & resource for peak times - but also for the weather. He felt he was not getting enough productivity from his call centre and was missing too many calls. His business was in danger of losing the valuable contracts he had worked so hard to win. Matthew called Rocket .

Solution
After several consultations with the Rocket Team, Matthew initially diverted overflow calls to Rocket from his call centre so that the Rocketeers could become aquainted with the business and he could assess/monitor the relationship. Rocket's development team worked closely with Matthew's to integrate both companies systems, a VPN was established between companies providing Rocket personnel access to the main database. Within months, Matthew transferred the entire running of his service centre to Rocket who field email, fax and call traffic, liaise with engineers, customers and insurance companies at a fraction of the cost and hassle of him operating his own centre. He now spends his time winning more contracts in the knowledge that Rocket can adjust to the additional call volume on demand.

Centralise communications for your organisation 24 HOURS A DAY
Rocket will bring a single point of contact to all your remote workers therefore reducing the risks of low quality inter-personnel communication. Monthly call reports will enable you to monitor sales leads distributed to your sales teams and at the same time analyse your advertising and marketing spend. It will pin point the areas that are producing the largest responses, highlight the campaigns that create most desire to your potential customers and enable you concentrate on areas in the market place that need more attention.

SAFEGUARDING YOUR IMAGE
Rocket's people care about your company's image and will answer your telephones 24 hours a day. Rocket's trained Telephone Receptionist (Rocketeers) will act as your personal secretary and will cheerfully answer all your calls with your Company Name and personalized greeting. The complete message with callers name, company and phone number with extension can be delivered via short message service (SMS), email or fax. Messages can be faxed with the date and time of receipt and delivery or you may call and retrieve your messages when your schedule permits. Your calls can be answered 24 hours a day- 7 days a week or during office hours (whatever you prefer), when your lines are busy or ring more than a specified number of rings. This service will unleash you from the office and create the feeling of a professional and thriving business whilst you unavailable.