Travel and Medical's main call centre is based in Orpington, on the outskirts of London. It utilises the latest CTI technology, skill based routing and call management software, including voice scripting.
All inbound and outbound calls are recorded for FSA compliance monitoring and training purposes and all documentation is digitally scanned and indexed for quick file recovery
Travel and Medical achieves consistently high service levels, with over 80% of calls answered within 20 seconds and an abandonment rate of less than 3%.
All call centre operators receive 1:2:1 'Buddy' training and attend a comprehensive in-house training scheme before joining the call centre team. Training and monitoring of operators is provided on an ongoing basis and conducted in accordance with FSA Guidelines.
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