Services

Services

Customer Service

We know that customer service and brand identity are two of the most important factors in customer retention. That’s why we ensure our response and call centre team are highly trained and experienced, training them according to each individual client’s needs. We can also include bespoke scripting so your customers feel they are talking to you directly.

The Orbital Response Difference

Outsourced customer service call centre and order processingOur Contact Centre is more than just a call centre. We can look after and monitor your customer care over various channels including telephone, email, social media and website contact forms, helping to answer questions and solve problems in any way possible.

Some of the most important features of our outsourced customer service includes:

  • Open late, seven days a week
  • Multi-channel response
  • Bespoke scripting to ensure brand consistency
  • Highly trained agents available on a dedicated or cost-effective bureau (shared) basis
  • Working with your CRM or ours.
  • After sales customer service calls
  • Cross-selling
  • Technical support and trouble-shooting advice

Cross-selling

We are able to use our proven customer service skills to effectively cross-sell products or services to your customers.

A customer may not even realise that they need a different product with more capabilities or a different service package to solve their query. But our teams of dedicated agents are trained to know a company’s full product line or full offering of services, so they are well positioned to suggest an appropriate fix and then make additional suggestions.

Orbital Response’s customer service pedigree provides our agents with the necessary skill to cross-sell without affecting your customer’s good will. They can anticipate customer needs and actively listen for opportunities to provide value. 

Orbital Response Overspill

If you already have an in-house team that you don’t want to part with, maybe we can still help. If your customers are waiting too long at peak time or if you’re missing calls altogether then get in touch about Orbital Response overspill.

With overspill, we will pick up the phone when your call centre is too busy or closed – including at night and at weekends – enabling you to give a superior customer experience and secure more sales.

Latest news

Guy Smith joins as the new leader for Orbital Response

Monday 9th May 2016

Guy Smith joins as the new leader for Orbital Response

We are very pleased to announce the new appointment of Guy Smith to head up Orbital Response and its sister companies within Orbital Marketing Services Group, all fully…

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New appointment of a Distribution Centre Manager

Tuesday 2nd February 2016

New appointment of a Distribution Centre Manager

        We are pleased to introduce our new Distribution Centre Manager, Michael Harper who will work our team in Rushden developing our…

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Part of Menzies - a division of John Menzies PLC