In-house Customer Services

98% of calls are answered within 20 seconds

At MRM we understand that delivering consistent high-quality customer service is imperative to the success of your brand.

We provide a friendly, empathetic and knowledgeable service and on average ‘98% of our calls are picked up and answered within 20 seconds.

Our agents are continuously training to provide the best multi-channel service (telephone and email). Our expertise has led us to work with all different types of campaigns including: sales promotions (short and longer-term campaigns), subscriptions, order lines, ecommerce plus queries for government schemes so you can be confident your customers are in safe and expert hands.

All customer data is protected by our GDPR–compliant fulfilment system, Newton. Customer data is kept in individual silos; case notes can be added when required to each customer record, to allow for the best customer service possible.

We work with you to forecast volumes of customer contacts for forthcoming campaigns to enable efficient resourcing. All calls are managed within agreed SLAs and current volumes/trends are monitored, allowing contingencies where necessary.

We can also provide:

• Optional dedicated or non-dedicated operators.
• Out of hours options include extended operator hours, use of our partner call centre, re-direction to your website, voicemail, voice-forms or call back feature.