Systems & Reporting

Hallmark’s digital telephone system means that our clients have access to full reporting to monitor peak periods, operator efficiency and call statistics. We can monitor every call allowing us to give our staff efficient and on-going training and our managers to analyse difficult customers and effectively handle any situation. It also provides protection for your customers.

Our back-office Integrated Customer Environment or ICE for short allows our customer agents to manage customer queries quickly and provides all the intelligence we need to provide your customers with first class customer service. Within the system we can view the items they have ordered, when they were ordered, their despatch dates and times, despatch method, tracking numbers, parcel weights and dimensions, images of the products and much more.

We utilise an email management system called MailManager which sorts our emails by client, in date order. This allows us to answer your customer’s emails more quickly and assign email conversations to particular agents.