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Query handling & order processing

A dedicated, experienced team to handle your customer order queries

With 15 years’ worth of experience handling customer queries and orders, you can trust that your customers are in safe hands with Hallmark.

Our customer service agents are carefully selected based on their experience and excellent communication skills. We practice continuous improvement through empathy training with an impartial coach and call recording to ensure that every customer benefits from a positive experience. Our customer service agents regularly “shadow” our team leaders to ensure that we deliver professional and consistent messages and we will work with you to agree service levels and boundaries.

Our call recording facility allows our customer service agents to listen to their own calls in order to identify areas for improvement, which will then be monitored in appraisals to ensure that we are giving the best possible service to our clients. Senior managers also use this to analyse difficult customers to ensure our agents are prepared for any situation.

Get in touch today

Simply fill out our enquiry form and one of our friendly staff will get in touch to discuss your requirements.

Query handling & order processing

Managing queries and feedback

Our software allows us to store notes against a customer so that if they call or email and get through to another agent, their whole purchase history and correspondence is easily accessible and any issues can be resolved quickly and efficiently.

We can monitor email responses through daily reports (which our clients also have access to) to ensure we are meeting targets and also allows you to keep track of the sorts of questions that are being asked as well as the answers that we give to help you build a better list of FAQs.

In addition to receiving queries by telephone, email and post, Hallmark’s customer service agents can manage feedback received via social media. Please contact us for a friendly chat about this.

Our E-fulfilment services

Our Direct Mail services

  • Polybagging / polywrapping

    Create a professional look and feel to your direct mail campaign and inform clients of offers, all in one package.

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  • Printing

    From address and returns labels to fully personalised letters from multiple databases, we have a printing solution for all mailings.

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  • Hand fulfilment

    Our bespoke hand fulfilment service allows us to handle even the most complex direct mail projects.

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Our Customer Services

  • Query handling & order processing

    Our dedicated team of customer service agents can answer customer queries quickly and professionally, acting as an extension of your brand.

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  • Outbound calls

    Outbound calling service for customer call-backs, sales and marketing and customer surveys to help you get closer to your clients.

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  • Account management

    Your dedicated account manager will work with you to ensure you have the right fulfilment services and measures in place to help your business grow.

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Our Contract Packing services

Our Logistics services

Speak to one of our friendly team today on +44(0) 1664 485000

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