It has been a few very exciting months for the Schools Plus Customer Contact Centre. This time last year this whole part of the company was just an idea and now we have been in action for around 9 months and since our last update in December a lot has changed. If you want to read the first post before this one, you can do so here.
We now take the calls, emails and enquiries for all of 80 of our schools. We finished the transfer process from Venue Manager to Customer Contact Centre at the beginning of March. A month in we are starting to get to grips with what daily life for the Contact Centre looks like with regards to the incoming enquiries.
Whenever we take on a new school this comes directly to the contact centre. The communication between the Contact Centre and Venue Manager is still so super important as whenever there are updates at the school or any of the facilities it is just as important for us to know in the office to then let customers know when they phone or enquire.
At the beginning of April we also moved offices!
We are still in the same building we’ve just moved up a couple of floors to a larger space. The smaller office was starting to be a bit full. As with the growing business there was a need for more staff.
The office is now home to 5 customer contact centre operatives. Their day to day hasn’t all that much changed since our last update but the workload definitely has. As you can imagine dealing with enquiries for 80 schools means that we get a lot of phone calls and emails. Calls can vary from first time enquiries about a school to ongoing customers wishing to extend bookings, add extra rooms or facilities to those who just want some advice about where they could hold a potential event. Contracts are renewed, invoices are sent, payments are taken and conversations between the on site staff are had, no day is the same in the office.
Also working in the office is still me (Alice from marketing) and a soon to be helping hand for myself which is very exciting and Simon our Business Development Manager. I’ve mentioned previously but, it works really well having us all in the office together. Although a touch loud sometimes when all the phones are ringing and everyone is frantically tapping away on their laptops the support everyone offers each other is amazing and the team morale in the office is so nice.
This part of the company is ever changing in a sense of it’s development. We couldn’t predict where it was going to go and even now we don’t know where exactly it’s going to be heading in the future. It’s the hub for communication for the business and has so much space for expansion. Who knows where we will be by the end of 2018!?
Our office is open Monday-Friday 9am-5pm and you can get in touch via email and telephone on firstname.lastname@example.org or 0345 222 2323. Our team are always happy to help.