Inbound Call Centre

Succeeding in today’s markets means being there for your customers whenever they need you, while being smart about budget. An outsourced call centre is a smart solution for many businesses. Working with us means maintaining the highest quality of customer service while reducing costs.

Trusted by the Guardian, Cotswold Outdoor and Hotel Chocolat, our contact centre service offers better utilisation of your resources, with 24/7 flexibility and responsive, UK-based call handlers who take pride in representing your brand. Our contact centre can help you at every step of the customer lifecycle; from acquisition, through customer service to retention and loyalty. We’ve been building our contact centre service since 1995 and are a market leader in global corporate governance, so know a thing or two about delivering exceptional, compliant services.

By working with Expolink you are entrusting your customer service to a company with a long standing seal of approval from its clients. Our broad customer base has a wide variety of strategic and operational needs that change with the ebb and flow of their business, and our contact centre is there for them every step of the way, acting as a seamless extension to their own customer service offering. Our aim: your customers never know the difference. The result: we have a 98% customer retention rate.

“Expolink gave us the flexibility to offer a complete 24/7 sales order service. We can now offer a far more dedicated service to our customers, which puts us right in line with our competition. The best thing about it is that our customers cannot tell the difference. Orders are taken without hassle and there are always enough operators on hand to take the calls. It has also led to us having record takings days in the call centre which were unachievable before.

This is only going to grow and we know that Expolink can and will cope with this. The account management from Sharon has been second to none. She is a fantastic person to deal with socially and is incredibly professional. Thank you Expolink for delivering what you promised.” Iain Ratcliffe, Commercial Manager, Get the Label

We offer the following inbound contact centre services, 24/7.

• 24 hour live telephone order processing – never miss an opportunity for customer contact
• Customer service call centre and telephone answering service – optimise customer retention and loyalty through our professional, conscientious call handlers
• Sales and media response – get the most out of your advertising budget and increase customer satisfaction by responding quickly to round-the-clock campaigns
• Catalogue and brochure lines – make it easy for your customers to make a purchase in the medium and time that suits them and benefit from cross-sell and up-sell opportunities
• Online payment processing – ensure fully PCI DSS compliant payment processing with accuracy and efficiency
• Credit card validation and processing – benefit from trusted, expert services, fully PCI DSS compliant and registered to Visa Merchant Membership Scheme.
• Consumer helplines – cultivate customer satisfaction and eliminate product issues, day and night with our 24/7 contact centre
• Ticket ordering lines – ensure you’re always available to manage activity peaks close to major events and gain maximum profit from full capacity venues
• Membership renewals – foster customer loyalty and retention whilst optimising brand and campaign awareness and benefit from cross-sell and up-sell opportunities
• Donation lines – enhance customer awareness and loyalty and make the most of fund raising opportunities with our PCI DSS compliant services
• Nearest location finder – ensure your call centre customers and prospect can always find you, whenever they need to
• 24 hour emergency recovery and escalation – minimise risks and ensure the right people can react immediately to your clients and customers, 24/7
• Coupons and data entry – gain strategic insights and lead generation opportunities from concise data. Ensure your CRM remains 100% current
• Web and post orders – avail of reliable, punctual and efficient order processing to fulfil your customers’ requirements

What makes Expolink call centre services exceptional?

Exceptional campaign planning and reporting

Balancing budgets with excellent customer service is always going to be tricky. We help you understand how your campaigns are progressing and provide data-driven insights into future marketing drives through progressive, concise management reporting and feedback. Our pricing is fair and transparent and we work hard to drive your costs down and maximise ROI.

Exceptional people

We know how important your brand and customers are to you and we ensure high quality call handling through rigorous recruitment and training processes. Our agents are assessed and monitored for client and campaign knowledge, listening skills and keyboard accuracy, making them the best brand ambassadors possible for you.

If your customers are important to you, why settle for less?

Our consultative approach means we take care of your account every step of the way; from campaign planning, through training and implementation, we are here to support you.

We can offer dedicated or bureau teams, 24/7 support, out of hours and overflow and your dedicated client care team are always on hand for campaign updates and suggestions for development or to answer any queries.

We never lose sight of the fact that your success is our success. It’s a philosophy that explains why we have a customer retention rate of over 98% and over 60% of our new business comes from referrals from existing clients.

Contact us today to find out more.

Great brands that trust us with their inbound contact centre services

We have been managing order taking and customer service for Cotswold Outdoors since 2005, Hotel Chocolat since 2004, Brora since 2004, Peter Christian since 2009 and many, many more.

 Need outbound services? We can help!