Aquarius are required to handle all customer interactions by phone, and email occasionally, to ensure absolute customer satisfaction.
Our e-commerce client is highly customer orientated and focused – their entire company culture is based on their customers receiving an enjoyable purchasing experience. It is vital that Aquarius advisors go above and beyond the normal call of duty by providing help, support and advice to all customers
As a result, our client was looking for an outsourced contact centre who had the following attributes:
- The Contact Centre must have customer satisfaction as a fundamental aspect of their mission statement.
- An organisation with a very low staff turnover
- Have access to advanced technology to ensure the training process would be easy
- Advisors who have the ability and authorization to work off their own initiative
- Ability to scale the service both short & long term.
Implementation By Aquarius
Aquarius are the clients full time, dedicated customer support team handling all incoming customer calls which include the following:
- Telephone Order Processing – Advisors access a secure web payment portal which is linked into our clients website and stock levels. From there we gather all customer contact details, delivery details etc and process payments for each order.
- Product Advice – Aquarius advisors are trained to understand our clients products and answer related questions. In addition, we answer customer enquiries relating to delivery times, procedure, refunds policy etc.
- After-sales Customer Support – Aquarius can track orders for customers, liaise with courier companies as well as process returns and refunds. A full e-commerce solution!