When we at Frontline Telephone Answering take orders on behalf of our customers, data security has always been one of our top concerns. We have always trained our staff on all aspects of credit card security and with the growing problems with credit card fraud and identity theft, this has become even more important to our customers.

The major credit card companies have developed a security standard to help companies and their order taking call centres that take credit card payments. By following these guidelines companies like Frontline can successfully defend themselves against a wide range of security threats including credit card fraud and hacking attempts.

The payment card industry data security standard or PCI DSS is very important to Frontline and we have therefore started a significant investment program to prove to the credit card companies and our customers that we can achieve PCI compliance. Our processes are already being reviewed and streamlined to follow the guidelines of the new 1.2 PCI standards and we will follow that up with upgrades to our technology in order to further enhance the security of our systems.

We have in fact already helped one of our customers achieve full PCI compliance for their order taking system.

When the investment program is completed we are confident we can provide the safest and most secure environment that our customers demand. Every company that use an outsourced call centre to take their customers orders should make sure that the call centre they use have the best technology available to protect their customers details and this is exactly what we are setting out to achieve.

By Jon Anderson (Information Security Group/Operator)

To further enhance our services, we have some very important clients who require a specific amount of customer service from Frontline.  Therefore Frontline have allocated these particular clients with their very own CSA (Customer Service Advisor). These Advisors are fully trained and knowledgeable in every aspect of these client’s needs acting as their very own personal receptionist, ensuring that we not only offer a fast and reliable telephone answering service, but also facilitate other roles, e.g. DHL tracking, checking Datacash, sending correspondence to customers etc.  Even though all our operators are fully trained on every client script, CSA’s are there to answer any questions/queries that operators would not necessarily be aware of. Its like having a member of your team on site with us!

The role of Customer Service Advisor was created in response to a growing need within Frontline for people with specialist knowledge of some of our biggest contracts, in order to provide high levels of customer service to our clients and their customers. We now have a team of CSA’s responsible for all aspects of these contracts – be it questions and enquiries from operators or customers, administration duties, or liaising with contacts within those companies for which we provide the service. The benefits are many, both to our clients and to their customers. With our in depth knowledge of the contracts we are able to respond quickly and efficiently to any calls that come to us with less need for communication with staff in other offices, therefore less delays in resolving any issues that may arise. We provide a point of contact between the operators and the client, reducing the need for action by those within the clients company, whose time can be better spent elsewhere.
 
The role is being constantly reviewed and updated according to our clients needs. We work as a team, sharing knowledge and ideas with both each other and our clients. Each time a new issue arises we are able to respond to it, learn from it and develop our training accordingly. Although still in it’s early stages, the role is both exciting and challenging, and has given our clients a new level of customer service. I enjoy working in this new role and look forward to seeing how it evolves and changes.

By Khali Haselden (CSA) and Lisa Wheeler (Training Manager)

In a continuing effort to fulfill our staffs’ potential, we are starting to provide NVQ qualifications for all our staff. We are lucky enough to have our own Training Department and the staff work hard to ensure that our Managers, Shift Leaders and Customer Service staff receive ongoing ‘in house’ training as well as being sponsored to take nationally recognised qualifications.

As Training Manager I feel it is my responsibility to ensure that all our Customer Service staff are given the opportunity to broaden their capabilities and in doing this, we believe, as a company, that it will help reach everyone’s maximum potential within Frontline.

At present we have five Customer Service Operators who are currently taking NVQ Level 2/3 in Customer Service and from August another batch of Customer Service Operators will also be taking part.   So far it has proved very successful, as the Operators that are currently taking part, have found the experience very useful and empowering.  Not only do they understand and gain further experience within the Customer Service arena but they are also adding a recognised qualification to their CV.

I feel that if you look after your staff, they in turn will work harder for you; they feel more appreciated.

“I have really enjoyed doing my NVQ. I understand more of what we do and why we do it. This is because we know what we have to do and just go on auto pilot but we never really stop to think about why we do it.

It gives you more of an understanding so you can appreciate the work you do and appreciate the people you speak to on the phone.” Heidi Cruikshank

Article written by Lisa Wheeler (Training Manager)