Supporting Services
 
Supporting Services

We offer extra supporting services designed to complement our fulfilment service; these include UK Customer Services, Account Management, Stock Control  and 24/7 online reporting.

Supporting Services

If you outsource elements of your eCommerce business to Hallmark Consumer Services, we can offer many different supporting services such as an outsourced Contact Centre.

Whether you are a new business or are just looking to outsource your overflow calls, our highly trained customer service specialists are authorised to process credit card information securely, provide helpline, query handling and order processing solutions via both telephone and email.

To many of our clients we are not just their outsourced contact centre, we are an extension of their team and often help as their contact centre consultancy. We feedback the types of questions that we are repeatedly being asked on a daily basis which may help you to amend the information on your website, which may in turn reduce the number of telephone queries that you receive. Because we charge per call, by working closely with us to improve service we can aim to reduce your costs.

Hallmark Consumer Service's digital telephone system allows both us and our clients to have access to full reporting which means that we are able to monitor peak periods, operator efficiency and call statistics. These reports help us to forecast the number of staff that we require each day so that we are running efficiently yet cost effectively. Our call monitoring also allows us to give our staff comprehensive and on-going training by listening to their own calls. Our managers also use these to analyse difficult customers so that we can handle any situation. In addition to this, call monitoring and recording provides additional protection for your customers.

Our customer service agents work from 9am to 8pm Monday to Friday, from 10am to 4pm every Saturday, from 10.30am until 5.30pm Sunday as standard and work outside of these hours (including Bank Holidays), as and when you need us. We are open later than most businesses meaning that you can let us handle your customer service calls and you can relax in the evenings instead of living and breathing your business! By opening later we are available for your UK customers to call after they finish work at 5pm and also for any overseas customers who may just be waking up at that time!

By answering calls quickly and making fast responses by fax and email, we ensure our customers remain happy with their contact centre outsourcing.

In addition to an outsourced Contact Centre we offer dedicated Account Management.
In total our Client Managers have over 40 years’ experience working in direct mail and fulfilment distribution, allowing us to offer account management with key emphasis on commitment to every client regardless of whether they are a new or established business. Their expertise combined with our online reporting system ensures complete account control, allowing every aspect of your business to be managed excellently. Our team of Client Managers offer different solutions and come up with innovative ideas to benefit your business. The relationships that we build with our clients are two-way ensuring that we are always accessible. We are always looking for ways to streamline our processes in order to make them more cost effective for our clients.

I need...
  • Same day despatch
  • Stock checks and quality control
  • Customer services
  • Secure systems & reporting
  • A little extra help & advice
As a customer I want......
  • My order fast
  • Good quality items
  • A UK call centre
  • To track my order
  • To be valued as a customer
We offer...
  • Order Management
  • Warehousing
  • Support Services
  • Systems & reporting
  • Help for new and growing businesses