Helplines & Support Call Centre
Specialist helpline staff, aided by comprehensive product training and access to FAQ’s and knowledge databases, will answer queries and provide help on behalf of our clients.
Adding value to your service offering is demonstrated in no better way than giving the consumers of your products or services an easy to use inbound call centre helpline facility.
An efficient helpline utilising well-trained and experienced agents will effortlessly handle queries such as ‘I can’t get my product to work’; ‘I’ve received a letter from you but I don’t understand it’; ‘can you please help me fill in the form you sent me’ and a multitude of other questions and issues.
Imperatif’s Australian inbound call centre helplines are simple to set up both from a usability and a customer service standpoint.
Imperatif can supply a non-geographic 1300/1800 telephone number for you to publish on your website, marketing material and stationery. When a consumer dials the number, the call is routed to our Australian call centre based in Brisbane and answered in your company’s or specific campaign’s name.
All of Imperatif’s agents receive comprehensive product training and have access to your corporate FAQs and knowledge databases. They become familiar with the nuances and features of each product and on a more fundamental level, which gives them the greatest likelihood of providing a successful resolution to each query they receive.
Helplines benefit businesses (and customers) regardless of industry sector, but we know that in some industries, especially (but not exclusively) medical and financial, callers can quickly become distressed or worried. Our agents are trained to act in a calm manner, with consideration and tact and a singular goal of issue resolution.
At the conclusion of each call, the customer is given a reference number for future communication and calls are logged and recorded for client feedback.