Contact Centre

The first activity you’re likely to think of when you see we have a Contact Centre is handling telephone calls, right? Of course, we do handle inbound and outbound calls (and we’re really quite good at it) however that’s not where it ends. We’ve been handling Direct Mail, Catalogue Management & Mail Order, Competitions, Loyalty Schemes, On Pack Offers and Product Samplings amongst many other projects for our clients since opening our doors in 1989.

Our philosophy is to LISTEN. Not only do we listen to our client’s requests, we listen out for new ideas and technology to provide the best possible bespoke service appropriate to their project. Because we’re experienced in every media channel we offer, we can help you to choose the most effective response method for your promotion offering amazing discounts in postage too, including responses.

In an industry that’s forever changing and growing at a rapid pace, we’ve proven to be flexible, proactive and accommodating for our clients, many of whom keep coming back and often recommend us to colleagues and associates alike. If we’ve not been recommended already, we can’t wait to work with you!

Get in touch with us to find out more.

What We Do...

Catalogue Management & Mail Order

Selling your products can incur fees you probably haven't thought about. If you're a one-man-band, a bit short on space for storage, don't have the staff or simply just don't need the hassle we can help.

With in-house experts in all things data and contacts in despatch, packaging and merchandise sourcing, we can be your one-stop solution. Orders for your merchandise can be placed online, via a dedicated email address, via our customer response centre or all channels - you decide.

We understand everybody has their different needs therefore you can be sure of a bespoke solution based on what YOU want. You'll be kept up to date every step of the way with regular reports on stock, redemptions, sales... or whatever you require and all at a competitive rates.

Benefits of our solution include:

  • Experienced order handlers
  • Flexibility in receipt of orders
  • Less overheads for you to worry about

Competitions

Entries to your competition can be received via most media including Internet, Email, SMS, MMS and Post whereupon they will be either stored or captured depending on your individual requirements. Winners of your competition can be independently selected via Random Number Programmes, Prize Draws or Skill. Once winners have been verified, our experienced contact centre team can arrange delivery of the prize on a day suitable to your customer if required.

Our list of services includes access to PO Boxes and Freepost addresses, Hotline numbers and Email addresses, ensuring the process of entering a competition is simple and hassle-free for your customer.

Whether your competition is big or small, you require a full service or wish us to handle a small part, we have a wealth of experience and solutions we're sure will suit your needs.

Benefits of our solution include:

  • Safe and secure storage for premium prizes
  • Customer contact via various media
  • Flexibility of delivery

Customer Contact Centre

From provision of your brief our on-site team of experienced response handlers will look after your customers. Operating lines for order handling, customer services, competitions, support or simply information, you can be rest-assured your customer will always be speaking to a polite, knowledgeable and professional operator. Enquiries are accepted via telephone, email or on your own web-based portal, simply choose and we'll do the rest.

We offer a flexible package to suit you including 0844, 0800 or standard telephone numbers which can be answered and scripted any way to suit you. To support your professional image, a dedicated message is recorded as standard out of normal office hours. Emails can be dealt with in a timely manner with a script that to suits you.

One thing is for sure, our team have experience dealing with calls for clients in many industries including Breweries, Public Sector, Telecommunications and Petrochemicals, amongst many others, so they'll have the knowledge.

Benefits of our solution include:

  • Experienced, personable call handlers
  • Quick setup and adaptation to your needs
  • Queries received via various media

Direct Mail

Despite the upsurge and continuing growth of e-marketing, for that extra WOW Factor, Direct Mail lives on! Being experts in this area (after all, this was pretty much where we started from!), we are fully conversant in what is required to get that all-important message out to your audience.

It is not in our nature to allow shoddy data to leave our premises on a mail piece and as such we will always offer data cleansing solutions which help to maximise impact and save money, not waste it on returns! A clean, PAF cleansed data file allows bigger discounts on mailing costs too.

With high speed laser and inkjet personalisation on mail pieces of all shapes and sizes, a directory of contacts for your packaging supply quandaries and competitive postage discounts, there really is no need to look any further.

Benefits of our solution include:

  • High speed laser AND inkjet printing
  • Both machine and hand fill options available
  • Big savings on postage

e-Commerce

Busy with your products, website and marketing? No time to manage the fulfilment? In this ever-changing world, sales from internet orders are over-shadowing those from the High Street - is it time to outsource? Allow us to help...

Our experienced data management team will work with you on data downloads, reporting, and order processing solutions along with our fulfilment team who will send your items exactly how you wish them to leave. A proof of delivery can be obtained for orders sent via Mail Tracked Services and Courier for peace of mind. In addition to this, Order processing and customer queries can be handled via our customer contact centre and we can offer packaging supply options too. And the nerve centre in all this activity? Our experts can handle the build of any bespoke database producing, delivery notes, invoices, statements, your valuable reporting information and more.

Benefits of our solution include:

  • Experienced order handlers
  • Comprehensive reporting and database to suit YOUR needs
  • Sound advice on post and packing options

Email Campaign Sends

... Are the new Direct Mail! Well, not strictly speaking however the demand for e-campaigns does keep rising - a significantly reduced cost solution which can be just as effective as a mail piece for getting your message out there.

We don't profess to be the experts in design, after all who knows your product or service better than you? We can offer a competitive send rate leaving you to think about the prettier things! Speaking of which, to preserve your image as a responsible sender, our data management bureau will cleanse your data pre-send eliminating duplicates and removing those who don't wish to be emailed, keeping you legally compliant with the many grey areas around e-marketing.

Once it's left, our comprehensive reporting will provide you with details on all the facts and figures, allowing you to simply concentrate on the effectiveness of your campaign.

Benefits of our solution include:

  • Data suppression where you need it most
  • Low rates for sending
  • Detailed analysis

Loyalty Scheme Management

It's not all about just packing and sending items - experience tells us this. From concept (and we really mean from concept) we can help put together a bespoke package which works for you and your customer base.

With an immaculate track record in Loyalty Scheme handling (some Blue Chip companies we have known to request our services by name) we are experienced in all things loyalty! Allow us to help you with everything from packaging supply to despatch methods as well as your customer response handling needs including email sends and telephone contact. Competitive discounts are available on despatch too! Our in-house data management bureau work with your data to build a full loyalty order system tailor-made for your promotion.

Working alongside you on your journey, we offer comprehensive reporting keeping you fully up to date on progress and when it's all over, a final debriefing report will be the final piece in the jigsaw for measuring your success.

Benefits of our solution include:

  • Liaison with your supplier regarding components
  • Experienced customer response handlers
  • Bespoke database builds and reporting

On-Pack Offer Management

We work alongside a variety of businesses including Marketing and Risk Insurance agencies and directly with brand owners too on the behind-the-scenes administration of their brands.

Our comprehensive library of services includes on-pack Money Back Guarantee, Taste Challenge, Try Me Free, Competition, Loyalty and Reward schemes and of course, offers.

Ranging from cheque printing to premium products, we specialise in all aspects of the fulfilment of on-pack offers. To compliment your on-pack offer, why not use our customer contact centre, PO Box and post opening services? Struggling to determine how you'll sent it out? Let us help source your packaging. Redemption reports are provided along the way, as frequently as you need them to track the progress of your offer.

Benefits of our solution include:

  • Experience in all on-pack offer genres
  • Cheque printing and banking facility
  • Packaging supply

Order Processing

Having worked with a diverse range of industries from Water Treatment to Educational Charities, we understand there are different procedures and ways you like things to be managed. Our order solution packages are developed with this in mind.

It really is your choice, we can provide telephone and email contact centres and bespoke databases as part of the order taking process. In addition to this, allow us to provide the relevant packaging for orders and discounted despatch costs. Keeping you fully up to date and to help keep track of your budget and sales, a comprehensive report will be provided at the frequency of your choice.

If you have a lot of stock, don't worry, we have enough square feet of storage in our warehouse to deal with the most demanding order systems!

Benefits of our solution include:

  • Experienced order handlers
  • Safe, secure storage facility with Red Care alarm system
  • Bespoke order database capable of producing all order documentation

Product Sampling

With a comprehensive CV of product sampling despatches ranging from hygiene to beauty products, we consider ourselves to be experts in organisation and distribution of sampling. Sampling requests via all channels accepted.

Starting from the grass roots of good old-fashioned telephone, magazine and plain paper requests, the industry has shifted predominantly to online applications. Without online PAF systems in place, we've seen some sights however we understand having these infrastructures can work out expensive, which is why we offer PAF cleansing of downloaded data files to minimize postal returns, ensuring your sample really does get there.

Whether your sampling is sent in bulk or direct to your consumer, we can offer a cost-effective packing solution with competitive discounts on despatch. There are no hidden costs to pay, transparent setup fees at the start and you only pay for what you send, what can be simpler?

Benefits of our solution include:

  • Multi-channel requests of any volume accepted
  • Applications validated to PAF standard
  • Competitive discounts on distribution costs

SMS & MMS Response Handling

With the number of adults UK owning a mobile phone getting close to 100% in the UK alone, messaging is a leading marketing communication medium reaching a wide audience.

Marketing communications such as entry to competitions and requests for product sampling couldn't be more accessible for you or your consumer. It really is as simple as your recipient submitting details via a short code or number.....and we handle the rest! We don't only offer inbound though - we can send outbound messages too if your consumer has opted to receive information for offers, products and services amongst others.

To measure success, budget spend and response rate, a report is sent after your activity (or during if you require) to give you the complete picture. We will keep you in the picture with bounce-backs and undelivered messages too.

Benefits of our solution include:

  • Comprehensive reporting including undelivered messages
  • Cost bands to suit budget, premium and non-premium
  • Inbound and outbound services offered