Cost-Per-Contact Customer Service Teams
NEW: The Lite Package
We’re launching a brand new, streamlined package that gives you everything you need to wow your customers. There’s zero hassle, a fixed cost-per-contact rate, and low commitments. Designed for teams of three operators or less, covering digital channels 24/7.
The Core Product
We provide UK-based, high quality customer care outsourcing for larger operations. We agree fixed cost-per-contact rates based on business processes, and share our expertise from working with other large retailers to help make customer service a competitive differentiator.
The Elements Of Great Customer Care
We pride ourselves on offering highly optimised 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 five crucial elements.
1. Flexibility
Working with the UK's fastest growing retailers keeps us nimble. We’re 24/7, multilanguage, and multichannel. 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.
2. 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.
3. 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 technology and innovation in the customer service space to put things like automation, artificial intelligence and integrations within reach.
4. 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.
5. 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.