Contact Centres
"Reliable quality and value-for-money information
services delivered with integrity"
Our inbound and outbound customer contact management services
are designed to support client publicity and marketing. We provide
information, advice and guidance based on your specific brief
and we are focused solely on delivering your project objectives
Integrity is our watchword
As the vital link between you and your customers, we represent
your brand and work hard to ensure that any contact your customers
have is a positive and valuable experience. Before your project
gets underway, we organise all available information so that it is
put across to callers in the most appropriate way, and with a focus
on quality, accuracy and an appropriate level of communication
response. Our contact centres are staffed by trained advisers,
usually specifically recruited with a project in mind, and who have
experience appropriate to the people on the end of the phone. We
ensure that our people are all capable of having a conversation
using the right levels of knowledge and are empathetic to the needs
of your customers. We are used to handling sensitive data and are
very experienced in working in sensitive areas so you can be sure
that your information is handled with absolute integrity.
- Security systems and people - all advisors are baseline
security checked as a minimum
- CRM - Off the shelf and bespoke
- First contact resolution
- Case handling
- Call recording and monitoring
Value-for-money, continually evolving
solutions
While we never forget that you are in the driving seat,
partnership is the key driver in the success of any project - and
you can be as involved or hands-off as you want. Our early
involvement in your strategy can ensure you enjoy the maximum
benefit from all available technologies, processes and practices,
and we help you really get value for money by continually improving
your service.
Adapted to your needs and budget
From the simplest project to the most complex programme, our
highly flexible solutions are adapted to meet your needs and price
range and to integrate with our fulfilment and mailing services to
provide a comprehensive solution.
Summary of services
- Helpline: multi-channel contact centre, on-line /
e-channels
- IAG: multi-channel contact centre
- Triage/shared services integration
- Referral & signposting: multi-channel contact centre,
on-line / e-channels
- Diagnostic & assessment services: multi-channel contact
centre & on-line / e-channels
- Email management
- Web chat, forum, social networking
- Bureau services
- Reception services
- Outbound services
- e-communication and broadcast