Adaptive Affinity revamps customer services
- New changes bring consumer satisfaction -
Adaptive Affinity Ltd, which provides consumer credit services and online shopping discount programmes, has taken large steps towards improving its customer services department.
Claire Patterson, Press Officer for Adaptive Affinity Ltd said:
"We constantly strive to deliver the best possible customer services, and these new changes are part of achieving that goal. We will continue to improve our systems until customers are 100% satisfied in their relationship with Adaptive Affinity Ltd."
In August 2009, the contact centre was moved to new and larger premises, in order to provide customers with better access to more staff for help and advice.
The new centre has led to several tangible improvements. 99% of calls are answered without abandonment, and most calls during operating hours are answered within 10 seconds. Online, emails from customers are all responded to within 24 hours of receipt during business hours.
As well as having recruited more customer advisors, Adaptive Affinity Ltd has also improved the training those advisors receive. All advisors regularly have performance coaching and assessment to ensure their familiarity with company products, programmes and procedures, as well as receiving new data protection training.
Improvements do not stop here. In Q4 of this year, Adaptive Affinity will begin another round of development. Better call routing, professionally recorded messaging and call queue management will all be brought in.
Finally, Adaptive Affinity's in-house customer relationship management system will be revised, to further ensure customer experiences and journeys will be more satisfactory.
For further information about Adaptive Affinity please visit www.adaptiveaffintiy.com
Or to view one of the discount and saving programmes they offer please visit www.rewardsnow.co.uk, but please remember you need to be logged in to use the site fully.
