The Elements of Customer Care
Building A Great Team
We know what makes a great customer service team - every good example out there is built on the five crucial building blocks of customer care. Quality, flexibility, coverage, tech and analytics.
Coverage
We’re available 24/7, across multiple languages, and on any channel. Use as much or as little as you need.
24/7
24/7
We are available whenever you are - 24 hours a day, 7 days a week, including bank holidays.
Multilingual
Multilingual
Our multilingual agents are native-level proficiency, available in a wide range of languages.
Omnichannel
Omnichannel
We cover every communication channel you have with your customers - from social media to telephony.
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.
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.
Technology
We’ve helped architect the customer service technology setup for brands like ASOS, Missguided, Superdrug 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.
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.
Analytics
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.
Dashboards
Forecasting
Productivity
Volume
Sentiment