To further enhance our services, we have some very important clients who require a specific amount of customer service from Frontline.  Therefore Frontline have allocated these particular clients with their very own CSA (Customer Service Advisor). These Advisors are fully trained and knowledgeable in every aspect of these client’s needs acting as their very own personal receptionist, ensuring that we not only offer a fast and reliable telephone answering service, but also facilitate other roles, e.g. DHL tracking, checking Datacash, sending correspondence to customers etc.  Even though all our operators are fully trained on every client script, CSA’s are there to answer any questions/queries that operators would not necessarily be aware of. Its like having a member of your team on site with us!

The role of Customer Service Advisor was created in response to a growing need within Frontline for people with specialist knowledge of some of our biggest contracts, in order to provide high levels of customer service to our clients and their customers. We now have a team of CSA’s responsible for all aspects of these contracts – be it questions and enquiries from operators or customers, administration duties, or liaising with contacts within those companies for which we provide the service. The benefits are many, both to our clients and to their customers. With our in depth knowledge of the contracts we are able to respond quickly and efficiently to any calls that come to us with less need for communication with staff in other offices, therefore less delays in resolving any issues that may arise. We provide a point of contact between the operators and the client, reducing the need for action by those within the clients company, whose time can be better spent elsewhere.
 
The role is being constantly reviewed and updated according to our clients needs. We work as a team, sharing knowledge and ideas with both each other and our clients. Each time a new issue arises we are able to respond to it, learn from it and develop our training accordingly. Although still in it’s early stages, the role is both exciting and challenging, and has given our clients a new level of customer service. I enjoy working in this new role and look forward to seeing how it evolves and changes.

 

By Khali Haselden (CSA) and Lisa Wheeler (Training Manager)

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