Garlands Call Centres

• Home
• Customer Advocacy

Text Size:

Making every contact count

Everyone's talking about Customer Advocacy but what does it really mean?

At Garlands, we're very clear: a Customer Advocate is a Customer Service Champion.  An Advisor who handles customer queries quickly and efficiently, ensures that customers get the right advice, and follows the right processes at all times. 

It's a more intelligent approach to customer service - and one that involves a step change in the responsibility we place on our contact centre personnel. 

We skill our people in the art of Customer Advocacy through comprehensive coaching and people development programmes; and use all the information and resources at our disposal to ensure that they adopt the right approach for each contact they receive.

When one of our Advisors answers a call, they know who they are talking to.  If the caller is an existing customer, they'll be aware of what that customer has bought before - and what issues they've had in the past.  And if a caller gives details to one Advisor, they won't have to repeat them if they speak to a specialist in another department. 

It's about considering customers' individual requirements and delivering personalised solutions.  Rather than just change call tariffs for mobile phone customers, for example, Garlands' Advisors use Real Time Marketing techniques to make sure that customers are on the correct tariffs and have the right bundles of product, service, insurance, tariffs and support.

By the end of their call, we want every customer to be both satisfied with the way they've been treated, and fully aware of the products and services in our clients' portfolios that could help them. 

It's an approach we call ‘Making Every Contact Count'.

• For our clients, it's about maximising every customer contact opportunity using sales thru service techniques, enhancing customer loyalty, and about being Customer Advocates. 
• For our clients' customers, it's about delivering superb customer experiences and giving them the answers they need first time, every time. 
• For our employees, it's about job satisfaction - knowing that they are providing a valuable and worthwhile service - and about career development.

Garlands' talent for making the impersonal personal has a two-fold payoff: customers stay happy and loyal; and the resources organisations need to serve them are used much more effectively.  With much less time wasted tackling contacts the wrong way.