In 1997, Willowbrook began trading, employing just 4 people and focusing solely on their innovative beds. In that first year, the company rapidly expanded having installed products to the value of £1 million. It now offers a range of high quality products, from top of the range mobility scooters, bath lifts, electric riser recliners and adjustable beds, the latter of which are manufactured in their purpose built UK factory.
A flexible and friendly call handling solution
With over 40,000 customers, Willowbrook takes pride in understanding their needs and puts its success down to high levels of service and employing people who care about the customer. With this in mind, as the company continued to grow, it sought some extra help to ensure their customer service is always prompt and efficient and has been working with MPL Contact since 2003 to achieve that goal.
As some of Willowbrook’s customer base is of an older demographic, it is been important to the company that their outsourced partner demonstrates a high degree of empathy and consideration when dealing with their callers at all times. At the same time, the service needs to be efficient and cost effective and so MPL Contact has been charged with providing a customer contact solution that meets both challenges.
To do this, MPL Contact utilises its bureau team of agents, all of whom have a wide range of experience in working with clients where empathy and consideration is a pre-requisite.
The agents’ experience, along with the company’s network of UK centres available to manage spikes in call traffic generated by seasonal peaks and advertising, has resulted in a customer service solution that meets Willowbrook’s own high standards.
Comprehensive customer service
MPL Contact agents use a call handling solution which supports Willowbrook’s general enquires, brochure requests, staff contact requests as well as calls about their monthly competition. As callers usually have a number of questions when they first enquire, agents are provided with the critical information needed to reassure callers about pricing and product demonstrations. As Willowbrook does not have any stores, their website is the shop window and all their products are demonstrated in the customer’s home so many callers have additional questions before arranging an appointment.
The call handling application allows agents to politely answer basic questions whilst keeping call lengths to a minimum and notifying the appropriate member of staff if a caller has an unresolved query or wishes to cancel their demonstration.
Detailed management information
As Willowbrook now offers a range of products, it is important to them to understand which products and adverts are the most successful. The MPL Contact call handling application incorporates sophisticated analytics to ensure that any aspect of the agents’ activity can be reported on as well as collating business critical information for Willowbrook.
Reports are automatically generated at pre-defined intervals and despatched to Willowbrook’s management for review. MPL Contact’s systems also include call recording and so if there are any queries from Willowbrook a call recording can be instantaneously downloaded and sent to Willowbrook.
Business Benefits
- Flexible, scalable call handling resource immediately available
- Network of UK centres absorb peaks generated by advertising
- Highly skilled and empathetic agents handling calls 24/7
- Accurate reporting on products, ads and call types
