Customer Service Teams, Made To Measure
Full Solution
High quality customer care outsourcing capable of picking up your entire customer care operation. We’ll agree fixed hourly rates for the coverage you need, and bring in expert project managers and support teams to manage a careful transition between providers.
Partial Solution
We can cover specific channels, languages or opening hours to build on your existing solution, with short-term contracts for emergencies and long-term agreements for on-going support. We can help you explore new territories or trial new channels with low risk to your existing team.
The Elements Of Great Customer Care
We pride ourselves on offering highly optimised, UK-based customer service operations that impress clients and customers alike. Achieving that was no accident. We’ve got a formula that helps us build a bespoke solution for each client, based on the following crucial elements.
Coverage
We're available 24/7, across multiple languages, and on any channel. Use as much or as little as you need.
Hours
Hours
Weekends, out-of-office hours, 9-5s or 24/7. We can be there when you need us.
Languages
Languages
We can cover any language you need with our UK-based team - minimum volumes can apply.
Channels
Channels
Social Media, Webchat, Telephony, Email, SMS, Review Sites, and more.
Flexibility
With intelligent forecasting and cross-trained operators, we provide real-time flexibility to counteract unexpected volume peaks. We can cover a full operation, or work with your team like a power-up for burst and peak volumes.
Technology
We've helped architect the customer service technology setup for brands like ASOS, Missguided, and more. As your partner, we’ll share our award-winning expertise in innovation in customer service to put things like automation, artificial intelligence and integrations within reach.
Quality
We specialise in delivering industry-leading, UK-based customer care. The Learning and Development Team will work with you to create a comprehensive training programme, and carry out regular quality checks for each operator. Bonuses are based on individual performance scorecards, split 50/30/20 against quality, productivity, and product knowledge.
Reporting
We’ll share Mission Control dashboards with real-time data and historical reporting, along with our recommendations to help you reach your business objectives. The Forecasting Team will use homegrown formulas to accurately map incoming contact volumes, and make estimations based on historical patterns. You'll never need to worry about being short-staffed again.
Setup
We’ve committed to frictionless setup and removing those traditional barriers to entry. We project manage the entire transition, from recruitment and training through to handover and go-live. Gentle handling and years of experience make setting up a new team easier than ever before - we'll be up and going before you know it.