Why were Impact Call Centre’s services needed?
We initially engaged Impact Call Centre to provide customer services due to poor service provided by our previous call centre and a desire to reduce costs. Initially with limited capacity to make decisions, Impact very quickly enhanced their service and capability to act on our behalf and became a true partner and effective part of our core team. The agents and their management team are very open, honest and friendly and pro-actively provide information to aid us in growing our business and identifying cost saving opportunities. This has enabled our business to change processes and platforms to provide tangible improvements for a lower operational cost.
The Challenges
Being an airport, we experience situations where incidents can have a significant effect on our customers, leading to raised emotions and short notice amendments or cancellations. At times, such situations lead to extreme peaks in customer contact with requirements to change, cancel or confirm validity of car parking bookings. During these extraordinary periods, Impact Call Centre has performed in an exemplary manner, taking on the responsibility and additional work without fuss and with a genuine positive attitude.
The Solution
This major London airport has been using Impact Call Centre since 2013 to initially provide first line customer services for carpark enquiries. The services provided by Impact Call Centre quickly expanded to include customer service solutions for simple, complex and sensitive situations encompassing escalations, bookings, amendments, cancellations and payments. In addition, Impact Call Centre now provides other non-carpark customer services as requested by the Client.
From small beginnings, the service has expanded to cover all aspects of car parking services as well as supporting the airport for general customer services, handling increased traffic during airport emergencies and delays, cancellations, etc. Impact constantly looks to improve efficiencies and provide the highest level of customer service.
Testimonial
I am very pleased to have the opportunity to recommend the services of Impact Call Centre. Being an airport, we experience situations where incidents can have a significant effect on our customers, leading to raised emotions and short notice amendments or cancellations. During these extraordinary periods, Impact Call Centre has performed in an exemplary manner, taking on the responsibility and additional work without fuss and with a genuine, positive attitude.
Impact’s commitment to our customers and their capability to continuously identify and implement efficiencies to improve the customer journey as well as reducing costs for our business has led them to become a true partner and an effective part of our core team.