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Problem

The office itself is open for 75 hours a week but we wanted to see how these could be extended which prompted us to approach Aquarius.

Solution

Our calls are now answered for an additional 30 hours per week due to our partnership with Aquarius. This means that our calls are answered for 105 hours a week so our clients are able to get in touch with us from 8 am – 11 pm every day.

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“The Aquarius team deal with our clients in a prompt and friendly way and continue to offer our clients the high levels of service we strive to achieve in-house.”

Sam Barker Sales Director, Golfbreaks.com

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Problem

We searched for a new Call Centre Partner to assist with calls and emails during Hamleys busiest time, in the lead up to Christmas. Our was to find a support team to work very closely with our own in-house Customer Services team, and deliver a personal service in line with the Hamleys brand.

Solution

Aquarius support with answering a proportion of our customer calls & emails over the weekends and soon became a very key player for us during our peak period with supporting us 7 days week and answering 50% of our calls during December.

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“Having the Aquarius team on board has given us the flexibility with workflow and in time will provide us with a larger window to extend our aftercare service and availability to our customers, for which we wish to extend during 2019.”

Vaughan Potter Head of Customer Services, Hamleys

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Problem

We needed a 24-hour team to cater for all these calls, one that would work with us personally, as all the Grottos are bespoke. I needed to know that there was a training plan in place, and staff that had worked with us before.

Solution

Consistent and updated contact, and also providing us with a quick problem-solving team. this helps our small team not to have to respond to hundreds of calls. They also can report.

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Professionalism, and actually wanting the job. It is so great to hear that they enjoy this work, even though the customers can be challenging. They give us constant feedback and provide us with ideas on how we may improve the system for the following year. I feel that I know exactly what we are getting, without having to explain over and over again, as this time of year is so busy for us.

Louise Client Liaison Manager at Magenta Star

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Problem

As a small business, we were aware that from time to time were missing calls. We approached Aquarius to assist with our out of hours/emergency calls, calls of this nature are dealt with exactly the way we’d discussed.

Solution

Aquarius has given us the exact level of support we need. Their service has allowed us to carry on with our busy schedules knowing no call goes unanswered.

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In December we appointed Aquarius to handle our out-of-hours/emergency calls.  We are committed to providing high-quality customer service and Aquarius’s provided us exactly the cover we require and delivers it in a very professional way. We cannot fault them. We would highly recommend them to anyone looking for quality service with a personal touch.

Sara Garry, Administrator at Cullross

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Problem

The peaks and troughs of client and carer enquiries can be hard to manage. We like to maintain a personal service with clients and therefore Aquarius’s system of answering calls on our behalf when we are busy or the office is unoccupied works very well.

Solution

Aquarius operates a call answering service for us when are team are busy or the office is unoccupied.

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We feel the partnership works well. Aquarius team members answer the telephone promptly and politely and relay the relevant information to us timeously.

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Problem

Eazipay initially only had one phone line, meaning it was often impossible to make or receive a call as the line was often engaged.  Even after increasing the lines available to us we realised that we were missing vital calls either from our existing customers or potential new customers.  It became clear we needed to find a solution.  We searched our database of existing clients and realised that Aquarius offered the service we desperately needed.

Solution

Aquarius answer all calls that we would have missed.  They answer as Eazipay Ltd so the caller is not confused. Aquarius staff send us call reports with all the relevant initial information we require to return that call.

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The partnership is seamless.  We very rarely have any reason to contact Aquarius ourselves.  We have never had any cause for concern or queries of any kind. Eazipay can now feel confident that no calls are missed, and that every phone call is actually answered by a “real person” and not an electronic answering machine.