|  |  |  | | | | Cygnet Call Centre - The Complete Solution | | | | | After you choose to employ Cygnet Call Centre to handle your business’ calls, we will train our staff comprehensively in accordance with guidelines determined by your service departments. Our advisors will not only be briefed upon your procedures and protocols, but also upon your products, services and any further information you deem necessary that will assist us in providing you with the best service possible. YOUR aims are OUR aims. We will provide your business with a dedicated telephone number for use at any time by you or your customers. These numbers will range from having a non-geographical prefix e.g. 0845
or 0844, a Free phone prefix, e.g. 0800 or 0808, or geographical prefix, incorporating your STD code.. This telephone number will provide your clients with the impression of a company with national standing. Should you move premises or change your existing telephone number, this number will be re-programmed to the new number, also at no cost. This number will be answered in your business’ name, providing your business with a transparent service. All calls will be logged and handled according to your instructions. These calls may be logged by using bespoke systems with links directly into your systems, or any other medium specified by you. | | | Cygnet Call Centre – Training | | | | | At Cygnet Call Centre we believe the key to good service lies in the training of our staff. Each new advisor receives three months of supervised training, both academic and live (on the telephone). The training process does not end after three months however; as our clients are continually providing updates on procedures and protocols when necessary. These updates are then incorporated to the ongoing training process, preparing our advisors for any eventuality. | | | | Critical Call Handling | | | | | Here at Cygnet Call Centre we recognise the necessity for immediate and appropriate action during both critical and non-critical situations. All calls received are answered in the name of the client organisation by our courteous staff. Cygnet Call Centre does not only accept telephone calls – we also log calls received by SMS text, email, and fax. With ALL calls, we ensure that the call is despatched to the appropriate person or people in the time frame specified by the client. We also provide daily and/or monthly reports to keep our clients informed of call traffic received by our offices. | | | | First Line Support Services | | | | | We will act as the first line of support for your customers. Our staff will be fully trained to your specifications. Once the training is complete, we can serve to perform technical troubleshooting for your company/service, account management, product support, and any other services your business will require. We will report all issues raised by your customers to you, as well as liaising with your second line support teams to provide quality customer service. | | | | Additional Services | | | | | The services described above are by no means exhaustive. We will customize our training to provide ANY service that your business requires. For further details, or to discuss your company’s needs etc, please feel free to contact our offices. Cygnet Call Centre – When response matters. | | | |
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