Gilmore Doculink takes a highly focused, disciplined approach to customer service. It’s an area where Gilmore Doculink excels. By industry standards, our approach is unique, some would even say unconventional. We are more than a supplier. We work closely with our customer to deliver solutions.
Gilmore Doculink serves as a consultant, adding value throughout the process to help organizations achieve their business objectives. We continuously monitor customer satisfaction and are constantly evolving our customer service capabilities to meet or exceed market requirements.
Gilmore Doculink offers organizations the option of using our well-established, inbound customer support/call centre service to support and manage employee, sales or agent populations; reseller networks; or channel partners.Our call centre serves as an extension of our customers to support their customer service programs. We can answer calls as Gilmore Doculink but more often than not, our customers ask us to act on their behalf – trusting Gilmore Doculink to process requests professionally and efficiently.
Our inbound call centre is state of the art. Features include:
- Multiple options for inbound call taking including warm hand-off from the customer; direct in-dial; or via a customer’s phone tree;
- All calls are recorded and recordings can be provided to organizations for quality assurance scorings;
- Automated Call Distribution to roll calls automatically to the next available agent; and
- Advanced reporting capabilities to provide useable granular data including calls offered; calls answered; average call length; calls abandoned; peak call periods and more.
Meanwhile, our customers enjoy the numerous advantages of access to dedicated Gilmore Doculink Customer Service resources. Why dedicated? It allows our Customer Service team to become intimately familiar with the nuances of each organization’s programs and policies. In effect, our team becomes an enhancement to our customers’ business operations – synchronizing our services to customer needs.
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