About Us | Understanding your customers:

Before we embark on any telemarketing, data cleansing or call handling campaign, we recruit and train our live agents to match your company's product or industry sector. That way our live agents start with a mindset similar to your customers.

This not only offers the most cost-effective call handling staff resource available for UK industry and commerce today, but it also enhances your customer's experience - they know their call is being competently handled by someone who fully understands their enquiry. Such a level of knowledge and expertise also ensures our live agents can quickly identify the best way to handle your customer and ultimately lead them to the buying or decision making process.

To deliver a great service experience Live Agent deploys a structured 4 stage process:

1. Understand your customer’s mindset and behaviour
2. Define the customer's ideal 'buying experience' and compare that to experiences provided elsewhere in the market
3. Continually monitor and identify weaknesses (defection points) and strengths in the customer
4. Understand and prioritise the cost benefit of each potential improvement and service intervention

Whether inbound call handling, outbound telemarketing or data cleansing, our approach is based on utilising staff with a full knowledge of the client's product or industry sector.

Our staff fully understand:

1. the customer
2. how the customer buys or wants to be serviced
3. how the market sells to or serves the customer

We continually identify:

1. where there is discord in the service
2. why the customer buys from one supplier but not another
3. why they defect or don't buy from you
4. where your competitors succeed, fail, destroy your profit or destroy the relationship

Overall we continually monitor the process and implement immediate solutions to improve the customer experience and ultimately increase sales conversions; this improves your profit, sustains ROI and improves your business development.