Order Processing
A key responsibility of BrightKey’s Call Center teams is the
courteous and efficient processing of member and customer orders.
To be effective, the team members must have a strong working
knowledge of product and member features and benefits, as well as
expertise in each client’s order processing system and procedures.
BrightKey’s success comes from understanding each client’s goals,
products, and services, as well as ongoing training on the system
itself. We train our team to reinforce or point out relevant features
and benefits, answer questions (and know when to refer the caller
to a client expert when the inquiry requires deeper subject matter
expertise). Team members use upselling strategies as requested and
when appropriate. Our team members know that they are more
than order takers, they are an extension of your staff.
Order Processing Services
- Order receipt by telephone, email, website, and secure eFax
- Inquiry handling by customer’s preferred method—phone,
email, and text - Daily order entry, with all orders completed within 24 hours
of receipt - Rush orders handled same day whenever possible
- Verification in database to eliminate duplicate accounts
- Data capture rules followed to ensure the collection of
consistent demographic and contact information - Proforma invoices generated and tracked for payment before
product shipment - Batching procedures based on client’s accounting guidelines
and batch integrity sustained throughout processing - Lockbox services with immediate, secure electronic deposits
Data Security & Privacy
- Compliance with PCI Security Council standards, including
retaining no personal credit card information - Following the GDPR principles for processing and protecting
personal data - Staying current with updates as new standards emerge
- Compliance with PCI Security Council standards, including
Types of Orders Processed
- Memberships, both new and renewal
- Subscriptions
- Education courses and webinars
- Merchandise
- Event registration
WHY BRIGHTKEY?
Making order processing one
component of a seamless customer
experience:
- Strong dedication to data protection
through ongoing training and
monitoring - Order processing placed in the
context of customer care with ability
to answer inquiries and provide
guidance - Knowledge of products and services
leads to strong upselling capability to
promote related products, limitedtime
offers, and events - Mastery of all major AMS software
products, and ability to learn
proprietary systems quickly - Experience with client remittance
volumes as high as 1000 monthly
transactions and more than $1 million
in revenue - Expertise in handling complex pricing
tiers and volume discounts
