Issue - The Consortium

8
Improving our
service to you!
Telephone system
In March a new telephone system was installed
into our Customer Services department. The
customer-friendly, user friendly ‘Swyx Flexi-Q’
ensures customer calls are directed quickly to
the right person through an easy-to-use dialling
options process. The overall aim is to make it as
simple as possible for customers to get the service
they require.
Benefits to the customer:
• Whoever answers their call will be able to deal with their enquiry, rather
than transferring them to another operator
• The whole call-answering process is simpler with a short list of options
for the customer to choose from to be directed to the right person
• The single customer services number of 0845 330 7780 remains
unchanged
Website improvements
We’re passionate about continuously
improving the service we provide
to you, our customers. That’s why
we regularly review all aspects of
our business to ensure everything is
efficient as it can possibly be. This
page details a few examples of our
recent improvements which
should make your life as a
customer a little easier...
Benefits
• Easier to navigate, browse and choose products
• More product information is available
• Users are able to track and trace orders more accurately
• Whole site is generally more robust
• Permanent upgrade means it’s faster and less likely to fail when we
get peak hits
• Special offers and news of relevant products and services are
directed to either Care or Education customers, depending on
which site they are logged on to
Over the next few months we will be adding new exclusively webonly
services for our customers including vehicle hire and leasing and
a link to a signs website with our partner, Stocksigns. Resource links
will also be added to help teachers and activities coordinators.
Benefits to the team:
• Increased visibility of incoming calls. Four plasma screens have been
installed in the department to display calls waiting in real time. This
enables team leaders to assess both the number and type of calls - e.g.
orders, enquiries or aftersales. If a certain area is getting a high level of
calls, the leaders will be able to divert resource to answer those calls.
• Quicker for outbound calls. The agent can just click on a telephone
number on-screen rather than having to dial the number. This will be a
huge benefit to our team who frequently make calls to care homes
and education customers.
Electronic Invoicing & Statements
Did you know you can receive your invoices and statements from us
electronically? The documents you get are exactly the same as you
receive through the post, except of course, they arrive more quickly and
don’t waste paper!
Being committed to helping the environment and paper-free offices,
we’d love more of our customers to request electronic invoicing &
statements. It also means you can store them electronically and forward
them to relevant departments if need be, at the touch of a button. And
if you do need to print, they are formatted as PDF files so it’s easy.
For more information or to sign up please email us at
enquiries@theconsortium.co.uk
Regular education-based web users may have noticed a change to the look and feel of our website recently.
We’ve been carrying out some behind-the-scenes improvements to make it more user-friendly and speed up the
service. This will also bring it in line with our Care website, which was launched last year.
The new site also supports schools using the SIMS system, allowing them to send an order back into SIMS to
avoid duplication and then re-email it back to us.
Our Customer Services Department
See for yourself how good the new site is -
visit www.theconsortium.co.uk. Let us know what
you think of it, or any other aspect of our service at our
online blog - www.theconsortium.co.uk/blog.