Manufacturer and retailer of quality leather handbags, selling to both retail units and more recently to the end consumer via their new website. Renowned for the vibrant colours of their handbags, they recently expanded their range to include leather purses, makeup bags and sunglass cases.
A family business, based just outside of Manchester, they have been manufacturing handbags for over 10 years mainly to retail outlets. The whole manufacturing process from start to finish is done from their UK unit and nothing is outsourced abroad, this allows them to focus on quality, unique design and quickly responding to the ever shifting styles and fashion.
Outsourcing to a virtual receptionist before the Christmas rush
By October the level of customer service their online sales were requiring was starting to cause real issues with many complaints stemming not from the quality of their product but from their inability to respond to clients. With Christmas fast approaching they contacted Connect and a free trial of our call answering service was quickly set up.
Our team worked with the client to put together a bespoke script and instructions for how calls were to be handled by our professional virtual receptionists.
Connect operators answer calls, place orders and track deliveries.
The first thing we did was set up an IVR menu on the client’s telephone number. The reason for this was threefold:
- Being greeted with a menu asking the caller to “press 1 for sales”, “2 for accounts” etc gives the impression of a far larger business- exactly what our client had requested.
- By asking the caller to tell us, or at least tell the automated menu system, which department is needed it allows our systems to get the caller to the correct person as quickly as possible.
- Planning ahead, if after Christmas our client feels able to answer more calls themselves, or a particular type of call (already filtered by the menu) then they can be sent to them first, if unanswered then calls can still come through to Connect.
Our receptionists were able to track and place new orders, answer frequently asked questions and provide callers with the confidence that they were dealing with a reputable online supplier of quality leather handbags.
The free trial only actually lasted 10 days before our client signed up early on our CS:250 tariff (Customer Service:250), keen to have everything in place for the Christmas rush. It’s expected that at some point in January or February they will drop down to a lower tariff, exactly why we offer a monthly rolling contract.
Page Last Updated: February 8th, 2021