Our people and policies

Setting high standards

We act as your brand guardians, aligning to your ethos and values to deliver an experience your customers will remember for the right reasons.

Granby is long-established and we’re known for our diligence over the details. We don’t skimp on the foundations: we make good outcomes likely by training our people. This includes briefing them thoroughly on your brand, products and services, as well as your requirements.

We also invest in technology that supports them to do their best. This makes sure we can set high expectations for the long-term benefits it will bring. Our technology – SCOPe – also gives you full visibility of our performance and mission-critical information you can use to refine and improve your proposition.

ISO 18295 (Customer Contact Centres)

Our customer service team is aligned to the ISO 18295-1:2017 framework regarding contact centre organisation. While there is, as yet, no official way we can be audited against this framework, we hold ourselves to its best practices. We internally monitor our performance against its standards and make continual improvements.

Case study: luxury travel sector (train company)

Our client operates an exclusive, high-end VIP customer loyalty programme with a range of benefits. We carry out the collation and fulfilment of the VIP member packs, which are despatched to the recipient.

Once the VIP becomes a member, they can redeem privileges like free weekend travel and privilege parking. Our advisors support the VIPs with member eligibility, the application process, and the redemption of rewards. We also developed the platform for members to apply and this is integrated with triparty partners systems.

Looking after vulnerable customers

We have a policy (and associated training) in place to ensure we’re treating all your customers fairly and appropriately, and that they are not disadvantaged in any way.

For Granby, a vulnerable customer is someone whose ability or circumstances require us to take extra precautions during our communications with them, whether this is on the phone or any other customer service channel we manage on behalf of our clients.

They might have a disability, disease or disorder that impairs their ability to understand fully and make decisions at the time of the call. They might require a different workflow that includes extra time, call-backs, follow-ups and other measures to ensure their issue is resolved satisfactorily.

Vulnerabilities include dementia, mental health problems, visual or auditory impairment and learning disabilities. Our staff are trained to recognise signs that a customer might need special care during contact and will act accordingly.

Repeat callers

We can also tackle the issue of callers who repeatedly call in. While this isn’t always a vulnerability issue, we can create a workflow that manages these situations and provides consistently good – if not better – outcomes.

Measuring and improving performance

Our advisors and your objectives are supported by powerful technology. Our customer service platform sits within our fulfilment system, SCOPe – actually, within the OrderSure module, which you might already have heard of.

Using API integration, we’re able to exchange information seamlessly and securely. This technology supports our advisors and gives you critical information you wouldn’t normally have at your fingertips.

You have full visibility of information – you see what we can see. It’s user-friendly and mobile-friendly, so you can see in a few clicks exactly what’s going on.

For example, our technology allows our advisors to even complete the call wrap during the call itself, leading to greater efficiency.

You’ll have a real-time view of what’s happening. You’ll be able to spot any trends and recurring problems that might need adjustments, such as quality issues with product, documentation, marketing copy, or field team briefings.

There’s more about this on our Process and Technology page.