Keeping You Informed
Helping you to service, acquire and retain customers
Regular Reporting
At the start of engaging our services, we will take the time to discuss and determine the frequency, type, and level of reporting that best meets your business requirements.
Our Queue Reporting Metrics
Our queue reporting metrics are extensive; they include and are not limited to:
- Service level percentages
- Average, max. and total wait times
- Average, max. and total handle times
- Abandonment rates
- Interaction counts
Reporting on ‘Remedy’ solutions
Our internal Remedy system provides a breakdown of all actions taken; they include but are not limited to:
- Caller / customer information
- Issue / message / reason for call
- Outbound email, text, calls made
- The resulting outcome & resolution from the interaction
Using Client’s Own / Preferred CRM System
- If we are utilising your own CRM or preferred system, this provides you with instant, real-time information to further support your standard of service
All Our Contact Interactions Recorded
- In addition to reporting, all of our interactions are recorded and can be provided on request.
Our Customer Care Service Standard
In addition to providing quality, regular reporting, we take pride in maintaining transparent, ongoing communication with you, our client.
As part of our service standard, we provide:
- A quarterly ‘Customer Care’ follow-up service check, to touch base with you specifically about how our service is going, any issues you may be encountering, and any improvements you would like to see put in place.
- Our general approach is that this quarterly service check is undertaken by phone, with a follow up email containing all current documentation, information and scripting that may require an update.
- In addition to this scheduled service check, we are always willing and available for additional virtual or in-person meetings, where specific requirements or additional services can be discussed.
- Our aim is to provide you with a seamless, full quality service, without being too time demanding or intrusive at your end.
“The TAB NZ worked with The Call Centre for 2 years and the service they have provided was excellent without exception. Nothing was ever a problem for them including those exceptional events we encountered. I would recommend The Call Centre Ltd”
Ian Spice
We service and support clients NZ & Australia wide; both small & large sized clients, across many industries.
We provide a fully customised service, tailored to meet your specific business requirements.
We provide a superior call centre service, with our performance metrics demonstrating our expertise.
We encourage new clients to visit our contact centre, to talk about their business and see our team in action.
