Services
Our range of Services and Value Proposition
Services include:
- Call Centers
- Inbound or outbound / Managed Outsourced or Infrastructure Rental
- Outbound Call Handling : Telemarketing / Appointment setting / follow up calls / customer satisfaction campaigns / client reactivation / client survey / customer acquisition/loyalty/Retention/Bookings and reservations
- Inbound Call Handling : Customer Service, Help lines, Out of Hours Service / Overflow, Credit Card Order Lines, Product Recall, Nearest Dealer, Consumables
- Training
- Speech recognition services for high volume media response
- Intelligent IVR and fulfillment services in conjunction with media response handling.
- Direct Marketing : Affinity Based / Existing Customers / Direct to Consumer
- Consultancy : Tactical and Strategic
Call Centers
Caelan Wright Call Center Hotel
A new concept where you can take fully featured call center space as you need, on a short or long-term basis. We provide a highly flexible and cost effective service, with a level of management to suit your requirements.
Non Geographic Numbers
A range of free phone, local rate, national rate and premium rate numbers are available. Reporting is also available, offering live call statistics and important marketing data.
Structured Growth means bigger benefits Caelan Wright Call Center Hotel
Caelan Wright has a focused and defined management strategy. This assists in effectively managing expansion, recruitment of quality staff at all levels, reduction of attrition and encourages greater staff loyalty, not only to you but to your customers. By proactively managing our business , we promote closer links with our clients and we are also able to adjust and adapt to our clients needs as required.
Our call/contact center is fully flexible to meet your needs
We have the capacity to adapt by scaling up our Call Center to any size of campaign, both inbound and outbound. When the campaign is over, we can scale back down again.
Flexiblity can increase your profits
The ability to scale our Call Center up and down as required results in cost savings - savings that are passed on to you, our clients. We do not have the ongoing liability of significant fixed cost. This enables us to provide value for money.
Access to the latest technology and Innovation
All of our Call Center technology is state of the art, including advanced call scripting, automated email management systems, sales platform and speech recognition systems. Our sophisticated telephone system can handle up to 500 simultaneous calls. We offer you the benefit of these solutions without the liability of capital investment.
Keep your web customers interested
The importance of the internet is widely accepted, but it can be difficult to respond promptly and professionally to large volumes of email enquiries, leading to disappointment. Our unique Call Center email management systems will enable you to fulfil your promises and convert online enquiries into long-term customers.
We're still open when you're closed
Today's changing lifestyles mean customers often demand service around the clock. Our Call Center is available to take calls 24 hours a day, every day. Because your customers are important to us, there will always be someone at the end of the line.
We can enhance your reputation
By providing outstanding customer service in your own name, we can enhance your reputation and help to build your brand, with every call and contact that we take for you.
Outbound Call Handling
Out Bound Telemarketing
We specialise in running pragmatic outbound campaigns such as telemarketing, telesales, telesales follow up to Web Chat, lead generation, market research and database cleansing as well as follow up calls generated by inbound work. Scripts are written in close collaboration with clients to ensure maximum effectiveness.
Appointment setting
Caelan Wright has experienced teams that can canvass potential customers to arrange appointments on behalf of your sales representatives.
Follow Up Calling
Following direct advertising or marketing campaigns, every respondent can be contacted with a remit to convert them to a customer.
Customer Reactivation
Telephone, letter and email campaigns to update and reactivate existing or dormant clients on your database.
Market Research
Our sophisticated operating platforms have been designed for state of the art customer touch management – intergrated with our TSR call handling sophistication, we are appropriately prepared for outbound Market Research projects.
Inbound Call Handling
Overflow / Out of hours handling
A service that supplements your own Call Center and Contact Center facilities, offering extended opening hours and increased call capacity that is cost effective for you.
Brochure Lines
A response service for material such as brochures, information packs or application forms. This service can be provided by live agents or our automatic Speech Recognition solution.
Credit Card Order Lines
Live TSRs taking telephone orders for direct sales ranging from one-product one-price to multi-product multi-price offers, including handling the credit card transactions.
Helplines
TSRs aided by comprehensive product training and access to knowledge databases, will answer queries and provide help within a customer support environment.
Product Recall
A service that can be set up within 24 hours in an emergency, offering live support to customers with defective product, responding to national media campaigns. Replacement product can be sent to customers in conjunction with our fulfilment service.
Nearest Dealer
Callers are given information and directed to their nearest branch or local stockist through an as the crow flies postcode recognition system. Calls can be handled live by our agents, or using our automated Speech Recognition.
Speech Recognition
Using the latest technology, our Speech Recognition solution captures caller details, which are then automatically converted to data, ready for processing and fulfilment. No live agent intervention is required, so call handling costs are dramatically reduced. This service can be typically used for services such as Brochure Lines and Nearest Dealer.
Intergrated Voice Recognition (IVR) & Fulfilment Service
Intergrated Voice Recognition (IVR)
Primarily an automated backup facility to capture caller details, which are then transcribed to the client database for actioning. This service can also be utilised for competition and information lines.
Fulfilment Services
A range of services including personalised mailings, the handling of high volume literature mailouts, sending of replacement product recall items and the provision of redemption facilities for coupons, competition forms etc.
Direct Marketing
Affinity Based / Existing Customers / Direct to Consumer.
