We are extremely proud of the varied contact centre work we undertake for our clients across very diverse industries, many of whom have now been working with us for 12 years or more. We specialise in high-volume campaigns and have extensive experience of managing ventures for companies of all sizes and sectors, from SMEs to blue-chips. We pride ourselves on listening to our clients, understanding their needs and talking their language. When it comes to customer service and support, Expolink not only meets its clients’ expectations, it exceeds them.
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.
Here’s what just a few of our clients have to say about Expolink’s contact centre solutions.
“We are all delighted with the change to Expolink earlier this year. It feels like an excellent cultural fit with a go-ahead partner as committed to quality as our customers expect us to be.
We’ve noticed higher levels of call answering, higher first-time resolution, higher levels of positive feedback from customers and some really good suggestions from the Expolink team which help us improve our customer communications. I’m looking forward to a very positive 2014 working with Expolink.” – Ian MacDonald, Multichannel Marketing Director.
“Our contact centre is the most important connection we have with our customers; high quality call management is crucial. We were adamant that the after-hours service would reflect and complement our in-house service.
I made my decision to appoint Expolink only after ensuring that existing clients were happy with their service and that all of the operators are well trained and enthusiastic and this is reflected in the way they handle our calls. I am very happy with our service from Expolink.”
“We asked for a sales-based call centre that could take external calls and deal with our rapidly expanding database and aggressive recruitment drive and we chose Expolink for this due to their experience and size. We needed to separate our sales and query lines as the sales calls were clogging up our ability to service customers who had already placed orders and needed assistance. Expolink gave us the flexibility to offer a complete 24/7 sales order service which allowed us to leave the order taking to them, letting us build our own in-house customer service team. We could then offer a far more dedicated service to our customers instead of having to limit their ability to enquire due to the amount of sales calls. This put us right in line with our competition.
After trialling the service with Expolink and numerous test calls, within one week we were really happy with how our sales calls were being handled and began to use Expolink as an overflow service; so if our team in here could not answer the sales call during our normal hours, it would spill over to Expolink. We were impressed by Expolink’s professional manner and how they were dealing with calls so we took the decision to switch over completely in the run up to our peak period. This eased the pressure on the in-house query team. Our sales line is now handled in its entirety by Expolink.
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 – we really struggled with this in-house. It has also led to us having record takings days in the call centre which were unachievable before – and this is only in our second year of business. This is only going to grow, in fact we expect it will double next year. We know that Expolink can and will cope with this.
Sunday trading is really good for us as we drop recruitment catalogues into various publications where customers will pick up the phone straight away and order from a Sunday paper. Previously, our call centre was unable to be staffed on Sundays and Expolink gave us the ability to take money on days where customers could not previously order when they needed to. The ability to capture the sale there and then has greatly improved both our service and our profit.
The account management from Sharon has been second to none. She is a fantastic person to deal with socially and is incredibly professional; a pleasure to deal with.Thank you Expolink for delivering what you promised.”
I was recommended Expolink Europe’s services by Andrew Wilson, a consultant, and am very happy with his endorsement. From day one, working with Expolink has been a real pleasure, from campaign management and implementation by Hilary to the client care support from Kelly, who really is a ray of sunshine. All the calls are handled professionally, efficiently and with courtesy, a true extension of my own business.
“The Expolink service is enabling us to access more organs for transplantation. The telephone calls involve technical, medical information (on an emotive topic) that must be transmitted quickly and accurately and this is exactly what we are getting with the Expolink team. The staff have not been afraid to ask questions about the terms used so that they are ‘up to speed’ with what is required. Working closely with us and busy consortium staff they have been pleasant and helpful to deal with and we are happy to have them working on our project.”
“Expolink have given me the confidence to outsource core elements of our business. We work together as a sucessful partner type relationship with the long-term future of our business in mind. We have been impressed with the support of Expolink who were personally recommended to us. We have been able to extend the opening hours of our operation successfully during the weekend and our call volume peaked to an average of 500 order calls a day prior to the Christmas period. We have found the team extremely flexible and with Expolink operating as an extension to our business we have the confidence of providing our customers with nothing but service excellence.”
“May I take this opportunity to thank both you and your team for completing my last fulfilment project before deadline, ensuring my Danish advertising campaign was implemented on time and without the usual headaches associated with such complicated promotions.
My dealings with Expolink can be considered as both refreshing and inspiring and I look forward to doing business with you in the future.”
“Expolink handled all our TV advertising campaign enquiries. The agents that dealt with our calls were all very courteous and professional. The management team are flexible and always met our requirements.
The technology used by Expolink allowed us to work seamlessly and capture all the data we required from our customers. I would have no hesitation in recommending Expolink to other organisations.”
“Expolink has been a natural partner to us. Their operators have handled our calls with professionalism and a sense of friendliness and approachability. We couldn’t have asked for better support. We are very happy with the level of capability exhibited by Expolink’s operators and all of the staff with whom we communicated. Thank you, Expolink, for all your service and support.”
“Since 1999 Expolink have provided our Service and Support Out of Hours telephone answering service. During that time we have come to depend on Expolink’s professional, reliable and cost effective service. Expolink is an important part of our Service and Support delivery to Commercial and Military operators around the world.”
“We originally chose Expolink back in September 2000 to work with us because they were able to combine a personal touch and a very professional approach which includes a high degree of flexibility when we have received record numbers of calls. Their prices are competitive and they are constantly developing their in-house technology, which has benefited us in numerous ways as we both continue to grow.
Expolink have always, without fail, provided a good call handling service with a very low error rate, and are extremely responsive to all our feedback. We are delighted with the level of quality and client care shown both to us and to our callers and we hope that we will continue to work together for many years to come.”