Most of you might know that we’ve got 30 odd people working for us at RatedPeople.com’s headquarters in London. Not everyone, however, will know that we’ve got a dedicated customer support team with a staff of 45, working from Mondays to Fridays, answering your queries.
Our customer centre, based in Shoreditch, London, gets around 1700 inbound calls a week. Queries range from everything between membership renewal to credit requests. One of our most important guarantees is that that we offer a quality promise, which means that if a tradesperson can’t quote we’ll credit them the lead back. Agents also answer emails, follow up calls and enquiries, and fulfill other back office functions.
Us sitting in and listening to the calls with Byron.
The agents in the support team sit on a lot of expertise and know what the most common questions are. They know how the website works inside and out, and take customer feedback seriously. Sometimes tradespeople call in because they need assistance with the service, and in some cases, customers phone in to praise us or give us recommendations. Occasionally emails are passed on to the blog team for potential feature topics!
For our visit, we sat and listened in on plenty of inbound calls to get an idea of what the agents deal with on a day to day basis. Quality is at the forefront of each call, and managers are always checking to ensure that agents are providing tradespeople and homeowners with a top quality service. Agents receive regular coaching, training and mentoring from their managers to keep them up to speed with any changes and improvements.
The management team. From left to right: Ian, Duncan, Roo, Louise and Michael.
You can contact the Rated People team by filling in our contact form here.