Advice and Guidance

Advice & Guidance

We deliver high-quality Information, Advice and Guidance (IAG) to support client education, marketing and promotional activities and objectives through our integrated multi-channel contact centre services.

Careers Guidance

bss's expertise in public sector campaigns in education is unique. Since our foundation in 1975 as a contact centre and fulfilment service to support the BBC's viewer education programmes, education and skills advancement has remained central to our culture. The most prominant example of this is the Nextstep Contact Centre Service (formerly learndirect Advice). For 14 years, our highly qualified staff have provided information on over 900,000 courses, and advice on funding, childcare and career planning to many thousands of people. bss is accredited to the Matrix quality standard for information, advice and guidance practices.

Providing public access to our clients' expertise

bss has unrivalled experience and expertise in understanding the specific needs of charities and the public sector. This is reflected in the diversity and complexity of many of our information and advice lines. We pride ourselves on the quality of our handling of callers, many of whom are taking a first important step. We have developed our approach further in our work with the public, voluntary, and private sectors by providing highly specialised and sophisticated knowledge management solutions that ensure we use most effective approach to reach each target audience.

Referral & Signposting

Directs customers to the information or source of information most appropriate to their individual needs and preferred contact channel (face-to-face, online, telephone, post) to optimise service access, enquiry resolution and client/customer satisfaction.

Diagnostic and Assessment Services

Our adviser teams are equipped with the skills and tools to capture and understand, then determine and advise upon, the most appropriate solution for each individual customer enquiry in order to optimise first-time resolution, cost-efficiency and satisfaction.