CDS Global manages inbound customer contacts around the clock in its own well-established UK 80-seat Contact Centre, where sophisticated technology combined with loyal staff creates invaluable front-line customer service, retention management and up-selling resource. The agents work in a unified desktop environment, in client-specific teams, allowing them to develop a deeper understanding of the products with which they are working.
“Skills-based routing” – delivering calls and e-mails to appropriately trained agents – also ensures we provide an even better experience for the customer. Last year the U.K. division handled 2 millions calls, 1 million e-mails and over 300,000 letters.
Supporting CDS Global’s Contact Centre operation is a sophisticated online facility, where customers can securely access their own order details. Changes made by customers are actioned on the transactional database and acknowledged by e-mail in real-time. Customers actions are updated to the client’s data warehouse every 24 hours and are then available for analysis using CDS Global’s Business Intelligence interface. |
