Contact Centre
Useful links: Order Fulfilment | Order Distribution | IT Systems | Quality | Account Management | Prices

Call handling and email query handling
Our contact centre is staffed by a hard working team experienced in customer service, sales order processing, subscriptions management, and donation handling.

We provide scalability to meet demand fluctuations, and as well as live contact management we offer voicemail and Interactive Voice Response (IVR) services, in addition to email and postal query handling.

Data capture and data processing
We data capture from a variety of channels including phone calls, emails, faxes, websites, postal responses, voicemail messages etc. We have strict quality control procedures and utilise Quick Address, PAF software and other tools to enhance the accuracy of the data captured.

Management of data feeds
As well as manual data capture we can download data feeds from websites, emails, other contact centres etc and import them into the database. We can also provide secure online access to the system so clients can process data directly, run data selections, and view reports.

Payment processing
BTB Mailflight can process a wide variety of payments, we provide banking and reconciliation, and all payment processing is carried out in a secure environment.

Ecommerce fulfilment
Our order fulfilment system can easily be integrated into the back-end of websites for seamless ecommerce order processing. We handle the complete back-end function for many online stores, large and small.

Our Contact Centre also supports a number of ecommerce businesses, although ecommerce companies typically drive their communication through the internet it is important to also offer a phone number, email address and postal address to customers as alternative communication channels and BTB Mailflight can provide this support.
If your main requirement is ecommerce fulfilment please click here.

Database management
We can develop a database and CRM system from scratch or work with your existing database structure. Our database management system can provide all of the following, or it can be a lot less sophisticated, it depends what is needed.

Securely hosts and manages your customers information
Contact details, transaction history, marketing campaign responses etc.
You will know who is in your database, how long they have been in it, how they came to be there, what they buy from you, how they buy from you etc.
Data kept clean and audit trail available.

Drives your marketing campaigns
Drives renewals, cross selling, acquisition campaigns.
Campaign reports will identify which media you should use, which offers are likely to work for different target groups etc.

With access to the system online you stay in control
Self service data selections, many options for importing/exporting the data.
Real-time reporting including marketing campaign reports and ROI analysis to enable effective planning of marketing activity.
Fulfilment reports will illustrate our performance against the SLA.
Sales reports will provide all the financial information you require.

Email marketing
To support our direct mail services we also provide an email broadcasting service. We use a market leading system that provides all of the reporting and functionality you would expect and with online access to the campaign analysis.

Campaign analysis & reporting
We can develop the database system in order that it can facilitate any reporting requirements, this is vital for measuring a marketing campaign’s success and planning your future marketing activity i.e. analysis of response rates, sales figures, demographics etc. Reports can be viewed in real time via a secure web portal, and we can run selections and provide data exports as required.

Systems development
Our software developers build CRM and fulfilment systems using the ColdFusion rapid application tool, this is an Adobe product, so it is supported by one of the world's software giants. Hosting your database on our Bull Escala Dual processor server with hot-swap disk storage guarantees 100% uptime.
Find out more.