We have a virtual contact centre within the UK, acting as the first point of contact for millions of customers every year. We provide the people, technologies, and premises to deliver world-class customer services to your requirements. Our agents create a seamless customer experience between your customers and your organisation.
Our award-winning customer services teams are accredited to the highest standard possible in the Contact Centre Association’s (CCA) Global Standard. This achievement has been attained for 9 years.
- Full customer lifecycle capability to support customer service initiatives
- Monitored in line with risk appetite, compliant to FCA standards
- Complaints identification, investigation, analysis, and resolution processes
- Root cause analysis and reporting to inform customer experience improvements
- Account-specific insight, supporting wider analysis, decision-making, performance evaluation
- Bespoke customer surveys providing customer insight to inform continuous improvement
- Continual improvement through process re-engineering and digital transformation
- Design and management of full omni channel capability including voice and chat bots
- Experience in managing diverse, multi-functioning portfolios and requirements
- Flexible solution can be adapted to volume and capacity requirements
- Rigorous controls process ensures responsiveness for customers
- Drives cost reduction through proven automated functionality
- Continuous improvement programmes drive multi-client operational efficiency
- Compliance with industry best-practices, regulatory obligations, and applicable legislation
- Customer-centric processes ensures fair treatment of customers
- Streamline administrative processes to optimise your operational efficiency
- Customer Service audits providing assurance of quality
Responses are provided within individual SLAs agreed with the client. We are able to create shared service centres, meaning our customers benefit from best practices across our teams, helping you to serve your customers better.