Customer care
Your customersalways get through
We run order processing and the call centre as if they were your own department, just without the cost of building one. We answer eight calls out of ten within twenty seconds.
Who it's for
You want good customer care without your own department
We take over customer service for brands that do not want to build an in-house team, but will not compromise on quality either.
- Situation 01
A brand with no customer-service setup
Building your own call centre means recruitment, training, shifts and technology. We take over this part of the operation, including responsibility for response speed and the tone we use with your customers.
- Situation 02
A foreign brand that needs a native speaker.
Atlas for Men made a fluent French-speaking coordinator a condition of entering the Czech market. We found one, and the partnership has run since 2016.
What we do exactly
Two parts of one service
Orders and calls are connected, so we run them from one place. An operator sees a customer's history and their shipment status on a single screen.
Order processing
We take orders in writing, by phone and electronically, and handle all the paperwork around them. The data comes back to you as statistics, not a pile of paper.
- Receiving orders through every channel
- Paperwork and customer records
- Sales and customer-behaviour statistics
- Integration with your system and regular reporting
Call centre
Sales and after-sales care, run to your rules. We set the scripts, tone and scope for your brand, not off-the-shelf.
- Sales and after-sales calls
- Notifying customers by email, post and SMS
- Handling complaints and shipment queries
- Set up for you, not a boxed solution
We get to know your brand
We go through your assortment, frequent questions and complaints policy. We find out how your customers talk to you and what they expect from a reply.
We build the team and the scripts
We choose operators by language and by the nature of your assortment. We write the scripts with you, not without you.
We connect the systems
We link telephony, email and your order system. An operator then sees a customer's history and shipment status on one screen.
We go live
We start with quality monitoring on calls and weekly fine-tuning. We hold the service level at 80% of calls answered within twenty seconds.
We report and fine-tune
You get an overview of volumes, speed and the topics behind the queries. When the same question keeps coming up, we tell you where your e-shop has a weak spot.
The numbers speak for us
2025 in numbers
400,000+
customers served by our call centre
13m+
contacts in our customer database
80/20
service level, 80% of calls answered within 20 seconds
Who has confirmed it
Who has trusted us with their customers
Brands that do not have their own customer department on their markets, because we run it for them.
Atlas for Men
For this French brand we run a call centre with French- and Slovak-speaking operators, place orders and handle returns. We helped the brand enter the Slovak and Hungarian markets.
“We have been working with PackWay since 2016. We know our customers are well looked after here, and that is one of the reasons our entry into the Czech market was so successful.”
No-obligation enquiry
Hand us your phone and your inbox
Send us the volumes and channels you handle today. We will come back with a staffing proposal, language coverage and a price.
One person handles the enquiry and the call, so you never get transferred between departments.
Customer care enquiry
Three questions about your operation, we'll sort out the rest by phone.