Service improvement: answering your calls faster

Service improvement: answering your calls faster

Jun 01, 2022

As the UK’s largest provider of payroll services to contractors in the construction, trades and labour market, we rely on first-class systems, processes and people to accurately process thousands of timesheets week-in, week- out.

Because of this, we’re always looking for ways to improve the way we deliver our service. We’ve recently bolstered our customer support team so there are more experienced advisors available to you. And we’ve made a sizeable investment in our telephone system. This means it should be quicker to get through, and easier to get the tailored help and support you need.

“We know how frustrating it can be to have to wait in a queue when you need help,” says MD Paul McDonnell. “By growing our team and improving our phone system, we’re able to handle more calls simultaneously, reducing waiting times and ensuring you can get the help you need as quickly as possible.”

Getting through to the right person

Getting through to the right department is key. We know you don’t want to have to explain the reason for your call, only to be told you’re speaking to the wrong department and your call needs to be transferred. Whilst this was rare before we improved the phone system, we’ve reduced the instance further still by increasing the number of options you can choose when you call. This means your call will be answered by the relevant expert, ensuring you get the answers you need in that first conversation.

Having detailed conversations

Our team has always sought to provide a tailored, personalised service to every client. It’s important to us that if you don’t understand your working options; your payslip or any aspect of how you’re paid, that you can get in touch and talk through the issues in as much detail as you need.

Because of the complex nature of what we do, these calls can sometimes take a little time, so by increasing the capacity of our phone system and our service team, we are able to speed up the call answer time whilst continuing to deliver the same quality of service.

Ongoing improvement

Crest Plus now supports more than 8,000 Umbrella, CIS and self-employed workers the length and breadth of the UK. We are committed to evolving our service to ensure we keep pace with technology and customer needs. Watch this space for further service improvements!

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