West Quay operates a modern 40 seat Call Centre, 7 days a week, 8am to 8pm and over the past 12 months we have processed over 1,000,000 calls. Overflow and Out of Hours services are available if required. All of our operators receive ongoing training relating to telephone order taking, client product and 'frontline' customer service and as a representative of your business, will treat your customers with both professionalism and courtesy. 'Upsell' is also encouraged, where it can be applied logically, to maximise the sales value of the call. West Quay utilises the industry - proven and highly robust Avaya IP Office platform to support our call centre.
Apart from telephone customer services, West Quay has a dedicated team, which deals with those queries that take a little longer to investigate and resolve. In addition, they also handle customer queries generated from postal and ever increasing email sources, where speed of response is critical in order to meet more demanding customer expectations.
In a business like ours one of the hardest lessons you learn is that not all fulfilment operations are the same, and there is probably only one out there that is ideally suited to the way you like to work. Well, after three years of looking, I'm happy to say that I think we've finally found them! Autumn has been our most successful campaign ever, and the support we have received from West Quay played a massive part in that story. Even in the teeth of the Christmas frenzy we were delighted to find our orders have gone out faster than ever and our returns are down to the lowest percentage since we started trading. West Quay have come across to us as never less than smooth, slick and efficient - all without any attendant fuss or confusion. I hope it is the start of a very long relationship.
Chris Short
Managing Director
Really Linda Barker
Chris Short
Managing Director
Really Linda Barker
