Dukeshill was founded over 30 years ago, with a vision of producing the very best hams, cured only by traditional methods. Much has changed for the business over the last few years; they have grown considerably in size and extended their produce considerably in line with customer requirements.
Like many small businesses, the specific challenges facing Dukeshill were limited internal resources to match customer demand. The very nature of Dukeshill’s business is related directly to the holiday calendar with peaks and troughs throughout the year. As a result of limited opening hours, staff and call handler resources, they felt they were missing potential sales and customer service calls.
Dukeshill’s customer service standards are extremely important to them and they needed to be sure they were outsourcing to a company that shared their ethos on quality. They knew their customers expected a high level of customer service, availability and product knowledge. They wanted to ensure that their customers would experience a seamless service and they would continue to foster high levels of customer loyalty and retention as well as benefitting from marketing drives and new business.
WeAnswer was recommended to Dukeshill by their marketing consultant. After meeting the WeAnswer management team, they were completely satisfied with the outsource model. With the full support of WeAnswer, Dukeshill benefit from an external sales order line that can cope with fluctuations in call volumes, can offer flexibility with opening hours and staff provision. WeAnswer were able to ensure market-leading customer service and reduced resource expenditure for Dukeshill.
WeAnswer agents take, on average, 200 calls per day with payments averaging £10,000. Any potential business peaks are planned and communicated well in advance in order to prevent missed calls and ensure a rapid call pick up time. With the order line service operation in good hands, Dukeshill are able to focus on other core strategic elements of their business.
- Longer opening hours – 7am-11pm, including weekends
- Ability to dramatically reduce lost calls from customers
- Larger customer service team – extension from three to 20
- Average 25% increase in order volume generating an additional £400,000 of turnover
- Dukeshill could benefit from flexibility and scalability to their operations and were better placed to manage and reduce unnecessary costs
- WeAnswer are fully PCI DSS compliant so the client could be assured that their customer’s data was secure
- Weekly reports detailing call volumes, nature of call, orders per day, reasons for call abandonment.
- Greater call traffic
The relationship with WeAnswer continues to go from strength to strength with a high focus placed on customer service.
WeAnswer have installed confidence for me in outsourcing core elements of our business. We work together as a successful partner type relationship with the long-term future of our business in mind.
We have been impressed with the support of WeAnswer who were personally recommended to us. We have been able to extend the opening hours of our operation successfully during the weekend and our call volume peaked to an average of 500 order calls a day prior to the Christmas period.
We have found the team extremely flexible and with WeAnswer operating as an extension to our business we have the confidence of providing our customers with nothing but service excellence.Neale Hollingsworth, Director - Dukeshill