Call Management offer 24 x 7 x 365 email handling & support services from our offices in Ireland, guaranteed to benefit your business.

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Are you where your clients are expecting to find you? Are you where your clients are expecting to
find yo
After sales support with a twist…
Call Management’s Client are a large E-commerce website in
Ireland. Call Management handle all their customer interactions
by e-mail, and by phone occasionally, to ensure absolute
customer satisfaction.
Our e-commerce Client are highly customer focused – their
company culture is based on their customers having an
enjoyable buying experience, and this process needs to be
carried through in their after sales customer relationship
management system.
When Call Management’s Client chose us as their contact centre
of choice in 2011, their wish list included
 Contact centre with customer satisfaction as a key
element of their mission statement.
 Quality based solution with low staff turnover
 Less training requirements
 Ability to work off our own initiative
 Ability to scale the service both short & long term.
The decision making process was heavily weighted in our favour
as they wanted to work with a contact centre that valued them
as a client and understood their business strategy. They were
looking for an owner managed contact centre that would react
to their needs immediately and take control of training,
supervising and all the day to day activities with minimum
direction. And they found us!
What we do
We are their full time dedicated customer support team. We
answer all customer or user queries while also maintaining the
quality and integrity of the e-commerce site.
This entails answering user queries, generating reports,
resolving queries, etc.
We represent our Client to all potential customers & visitors,
not just loyal paying customers.
www.callmanagement.ie
Cork: +353 21 482 43 00 Dublin: +353 1 247 78 14 London: +44 203 36 86 822

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The after sales support function consists
 Maintaining the e-commerce site
We aim to keep the site clear and concise for the
internet users, thus adding to their experience on the
website. With over 180,000 ads placed on the site at any
one time, it needs constant attention & monitoring, in
order to stop the site from becoming confusing to users
and also to stop potential fraudsters.
 Using the tools
Call Management are trusted with administration access
to all ads on the Call Management’s Client site. We have
complete authority on what ads are removed from the
site, and we may ring customers to let them know if
they are contravening the rules of Call Management’s
Client’s website.
Call Management’s dedicated team have access to
customers’ credit card details and online payment
gateway, IP addresses, and device details, which are all
necessary to maintain the integrity of the e-commerce
site and to protect Internet users, thus improving the
user experience on the e-commerce site.
 Communication
At times, we liaise with the Gardai with regards to
quality control and fraud. This is also reported to the
main Call Management’s Client team in head office,
along with both feedback and suggestions for
improvement from our users.
 Technical Issues
Like any other website, Call Management’s Client does
experience some technical difficulties from time to time.
If an issue does occur we have to communicate the
problem from the customer to the Call Management’s
Client HQ, and then communicate the solution from the
Call Management’s Client HQ back to the user.
www.callmanagement.ie
Cork: +353 21 482 43 00 Dublin: +353 1 247 78 14 London: +44 203 36 86 822

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Difference between our service level and larger contact centres:
Firstly and most importantly, we have a dedicated, highly trained and motivated
team, willing to increase their knowledge and work base to accommodate our
partnership with Call Management’s Client.
By having a dedicated team it means that it is much easier to communicate with
one another and it also means that it is much harder to make a mistake as it will
not go unnoticed. Each member can take the time to reply to a user with an
accurate response whereas in a larger organisation you may not have the
allocated time to do so. Each individual member has a specific role so that all
areas are looked after and maintained.
The added value to Call Management’s Client, such as less time
supervising and training:
Because we could provide a small dedicated team, it meant that not only did we
learn individually but we learned from each other. A small team like us can
communicate much more efficiently than a larger organisation - information and
knowledge flow easily from member to member. This was very beneficial to Call
Management’s Client, as less time had to go into training and monitoring. We
continue to strive for 100% proficiency in any of our support contracts.
www.callmanagement.ie
Cork: +353 21 482 43 00 Dublin: +353 1 247 78 14 London: +44 203 36 86 822