Complaints Management

Make complaints management an opportunity to restore the trust of your dissatisfied customer. At Call Centre London, we work 24 hours a day in complaints management, with agents trained to provide a comprehensive and personalized service and to bring about a resolution when handling a complaint on your behalf.

Our agents always exercise patience and understanding when listening to any complaint we receive and know how to convert the customer's distress into a satisfactory resolution. In many cases we are able to turn the situation on its head to bring about a happy outcome. The customer feels happy that they have been able to share their input about a product, company, or experience, and thanks to the understanding of our members of staff they can receive a suitable response to their upsetting situation. In the end it is a win-win situation also with valuable feedback for the company.

We understand that it is key not to invite any legal action against the company and so all complaints management cases are handled with a level of delicacy to protect the companies we represent.

In Call Centre London, each incident is registered in our CRM and a registration number is assigned for its correct follow-up. This case number is referenced throughout each touchpoint, until the final resolution of an incident is achieved.

With the intention of regaining the trust of a customer who has been dissatisfied, complaints management is recorded along with its solution for the subsequent analysis of new and different incidents, to provide a more efficient service moving forward. Likewise, in Call Centre London, we are fully up to date with the (EU) 2016/679 Data Protection Law, through which we strengthen the protection of personal data.