customer experience shared
customer experience solvd.
Our Customer Experience department offers quality and timely responses to over 40,000 customers monthly.
Available seven days a week, our team of dedicated customer experience agents offer seamless, high quality support to a wide range of customers across the UK. Our agents deal with requests from simple customer enquiries all the way to the most complex compensation claims.
Our team is adaptable and multidisciplinary, meaning we can flex to offer you what you need at any given moment. We deliver strong results during periods of increased demand for our clients.
This is thanks to our comprehensive in-house training, which ensures our staff are upskilled from the moment they join our workforce.
Our unique training environment has tailored content and entails a four week classroom environment and a further eight weeks of hands on experience. This enables the team to be highly confident and competent in their roles, with no hesitation about going the extra mile when looking after customers and their business concerns.
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– Inbound teleservices
– Answering services
– Customer support & care
– Email support & management
– Live chat
– Helpdesk
– Omni-channel call centre
– Order taking -
– Inbound and outbound calls
– Flexibility for demand surges
– Bookings & reservations -
– Mailshots
– Ticketing
– Vouchers
– Document scanning -
– Compensation claims processing
– Compensation payments -
From simple to complex
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On-Demand Contact Management Services
Capacity for overflow/high demand
365 days per year
Early morning/evening cover
Absence, peak, training cover
Omni-Channel Contacts
Delay Repay
Complaint Handling
Leading Industry CRM System
Design Customer Journey
Crisis / Out of Hours Services
Sales & Bookings for Large Tour Operators
Ticketing & Fulfilment Services
Cases
99.96%
First response within 20 days
99.30%
Closure within 20 days
Compensation claims
99.24%
Response to within 10 working days
99.43%
Closure within 20 working days
Telephony
98.95%
Calls answered
92.45%
Calls answered <30s
94.45%
Calls answered <60s
“I have had a fabulous time working at Solvd. I've made some great friends and have had positive working relationships with colleagues and management alike, they are a great team.”
Staff feedback
