Cost-Per-Hour Customer Care

Looking for a fully comprehensive solution to your outsourced customer care needs? With two tiers of hourly rates, we can build a scalable team at any size.
Enterprise Customer Service

A Complete Outsourced Solution

First and foremost, our focus is providing quality customer care outsourcing capable of powering your entire operation. With our fixed hourly rates, every hour paid is an hour on the rota - meaning you never pay for shrinkage. 

Planning

Planning

Monitoring

Monitoring

Reporting

Reporting

No Shrinkage

No Shrinkage

Full Coverage

Full Coverage

Professional and Enterprise

Professional and Enterprise

Our Professional tier is available for teams as small as one full-time equivalent (FTE), with no upper limit. For larger businesses seeking to benefit from economies of scale, we can offer reduced rates on the Enterprise tier with a minimum spend commitment of £100,000pa.

The Operation

As a Professional or Enterprise customer, you’ll have access to dedicated team leaders and campaign managers, the communication platform of your choice and short-notice additional labour to get through unexpected peaks.

Peak Resource

Peak Resource

We are ready to go the extra mile with a quick turnaround on short-fall resource.

Dedicated Support

Dedicated Support

Agents working solely on your campaign - brand experts, through and through.

Communication Platform

Communication Platform

We will work with your existing software, or help you setup with a new one.

Advisor Support

Advisor Support

Operators don’t exist in isolation - to help them be their best, we’ll support your team on a day-to-day basis. Your team will be a continuous work in progress with access to iterative coaching, customisable scorecards, regular testing of product knowledge and calibration sessions so you can review performance at the ticket level.

Training and Setup

We’ve perfected the ‘lift and shift’ of moving a customer care team, and we understand larger organisations have a larger range of requirements. Our transition schedules adjust accordingly, with access to on-site training days and technical support to ensure a smooth start.

Training and Setup
Reporting

Reporting

Providing everything from day-to-day thermometer checks, through to management insights and regular business reviews - our analytical brains have a host of reports ready to share. What’s more, you’ll have access to that analytical resource to compose reports that fit bespoke requirements when you need it. 

Service Level Commitments

At Professional or Enterprise level, we know it’s critical to your business to set a minimum achievement in key metrics for your customer team. We raise the bar for that minimum, setting our own internal commitments above industry standard. 

Response Time

Response Time

Queue Time

Queue Time

FCR

Efficiency

Connection Rate

Connection Rate

Quality Ratings

Quality Ratings