3.5m Items A Year Sent By OTM Fulfilment Centre

OTM has a contact and fulfilment centre based in Swindon, where the company manages response from marketing campaigns, taking calls and sending out more than 3.5 million items every year.

OTM has a contact and fulfilment centre based in Swindon, where the company manages response from marketing campaigns, taking calls and sending out more than 3.5 million items every year, for a range of customers, both high-volume and low-volume.

Kim Greaves is customer services manager, managing the call centre.

She said: "We'd refute the idea that incoming call centres are just 'waiting for incoming enquiries'.

OTM is an incoming centre but we generate sales for customers by cross-selling and add-on selling, making sure the phone is answered at peak times, tracking incoming call volumes and reporting back their customers' concerns." She added: "When we take a call, we are the client so we take trouble to learn as much as possible about their products so we can advise callers properly.

We're not just a cost centre because we add so much value to the customer face of our clients' businesses and by doing that, we keep their customers coming back.

This is one of the ways they measure our success." Greaves explained that another OTM client regularly sends out 600 questionnaires in their despatches asking about the service.

And she continued: "We've never scored less than 'excellent'.

We have clients who have grown dramatically since we worked with them and because they value what we're doing, it's enabling us to grow too.".

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