Contact Centre Services

The voice of your brand

Create an exceptional advisory experience and ensure compliance with regulatory standards.

Schedule a Briefing

No matter how your customers reach out to you— whether via your website, email, social media, or on the phone—our Contact Centre agents are ready to respond to protect your brand reputation. With centres in North America and Europe, our multi-lingual, highly trained agents respond 24/7 with a friendly voice, making things right for unhappy customers or passing along compliments to your teams.

Our contact centre is fully integrated with our mystery shopping and customer survey solutions. Executives, managers, and locations have one view into all three data streams to monitor performance on brand standards, customer delight, and customer complaints. Our KnowledgeForce®​ platform provides this integrated view. You'll never have to create another spreadsheet. 

Inbound Services

Our contact centre helps you recover your customers and create brand advocacy—and that protects the reputation of both your brand and every location. Market Force’s customer service agents respond to your customers’ requests to provide information and resolve issues. We respond via any channel your customers may use, including phone, email, web comment, social media and postal mail. The contact centre also provides fulfillment services including letters, gift cards, vouchers and specialty award programmes as specific to your business.

Outbound services

Our call centre agents can make outbound calls to set appointments for services like auto or home repairs. In today’s competitive, “get it done now” environment, customers want to book service appointments quickly and efficiently. Our outbound calling services free your location managers and franchisees to focus on more closely on their operations and delivering great customer experiences.  

Social Media Monitoring

When customers post negative commentary to social media, it’s critical that you respond quickly and take that conversation offline. Market Force monitors your social media sites like Facebook, Twitter, Yelp, and Trip Advisor by proactively reaching out to unhappy customers and addressing their concerns. We use text analytics to gain insight into all those unstructured comments and link those comments to specific locations. That drives incremental improvement, one customer at a time. 

CASE IN POINT

Managing Your Spend on Inbound Services

We know you’d rather not have a contact centre. But no brand is perfect, and there will be issues. To ensure that you manage your contact centre spend wisely, you will want your front line managers to be well-equipped to deliver on your brand standards and create great customer experiences. That said, there are three things to consider that will help manage the number of agents required for your programme:

  1. The actual number of estimated calls and their approximate length
  2. The hours/days of week the contact centre will be open
  3. The number of calls that will be answered within a certain number of seconds or rings
DOWNLOAD THE WHITE PAPER

Get the data sheet

Download information on our Contact Centre and Case Management services.

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