Wet & Forget Case Study

Background

Wet & Forget had previously used outsourced call centres but found them rigid, inflexible, and limited in their capabilities.

The company needed a call-handling partner that could adapt to its specific business processes and provide a seamless, professional customer experience.

After struggling with previous providers, Wet & Forget partnered with Answer4u, recognising the need for greater flexibility, responsiveness, and customer-focused service.

"My business has used other outsourced call centres in the past and, unfortunately, found them extremely limited in what processes they could implement and not at all flexible. Answer4u has always been the exact opposite of this."

Andrew Redknap, Founding Director of Wet & Forget Limited

Finding a cost-effective and scalable call handling solution

Wet and Forget required a cost-effective, scalable, and adaptable call-handling solution that could:

• Handle customer enquiries efficiently, ensuring quick response times.
• Provide product knowledge support, enabling agents to confidently assist customers.
• Offer a flexible approach, allowing changes to processes without delays.
• Be a cost-effective alternative to in-house recruitment.

Having experienced slow response times and limited flexibility with previous call-handling providers, Wet and Forget needed a proactive, well-trained team that could act as an extension of its business.

Dedicated account management

Answer4u provided a dedicated account manager to ensure all aspects of the call-handling process were reviewed and refined regularly.

• Immediate Response and Process Adaptability – The account manager ensured that requests for process changes were addressed almost immediately, often suggesting alternative solutions to improve efficiency.
  
  
• Ongoing Training and Product Knowledge – Answer4u encouraged regular in-house refresher and knowledge-based training when Wet & Forget launched new products. This ensured that agents could confidently assist customers and process orders seamlessly.
  
  
• Transparent and Cost-Effective Service – Wet & Forget found Answer4u’s pricing model to be clear, fair, and more cost-effective than hiring an in-house team.
  
  
• Fast Call Response Times – Phone calls were consistently answered within three rings or less, demonstrating Answer4u’s commitment to responsiveness and efficiency.

Having experienced slow response times and limited flexibility with previous call-handling providers, Wet & Forget needed a proactive, well-trained team that could act as an extension of its business.

"I have no issues with the costs of the service, it's very transparent and has proven to be the most cost-effective solution compared to in-house recruitment. Our phone calls are nearly always picked up within three rings or less, something I have personally checked many times."

Andrew Redknap, Founding Director of Wet & Forget Limited

Transforming customer service

Through its partnership with Answer4u, Wet & Forget has significantly improved its customer service operations, benefiting from a flexible, scalable, and highly professional outsourced solution.

Benefits:

• A highly experienced team – Answer4u’s 100+ trained call-handling operators, many of whom are long-standing team members, provide consistent, high-quality customer service.
• An effective front-of-house solution – Acting as the first point of contact for customers, Answer4u ensures enquiries are handled professionally and efficiently.
• Positive customer feedback – Wet and Forget regularly receives compliments on Answer4u’s service, reinforcing the partnership's success and reliability.

"My experience of partnering with Answer4u has been nothing but positive. Therefore, I have no hesitation in recommending any business to give them a try."

Andrew Redknap, Founding Director of Wet & Forget Limited