Customers expect access to companies across all channels, at a time that suits them, with rapid resolution of their queries, purchases or complaints. Contact centres and customer service teams were already rapidly evolving ways of working to meet this demand. Now, with Covid-19, they’re also having to adapt to unexpected surges in enquiries – and how they respond will have far reaching impact on their reputation and ability to recover post-Covid-19.
We help clients by managing peaks and troughs of enquiries: chatbots can be deployed within hours to provide a first line of response across multiple channels. We can set up contact centres in days to cope with surges or new product or service launches, with empathetic, experienced agents on hand to provide round the clock support as you need it. Where you have agents working from home, our virtual contact centre technology connects them securely.
We streamline frontline customer interactions across the customer journey, including collections and debt management, with automation for quicker workflows and video-streaming for effective service prioritisation.
As the UK’s leading onshore contact centre operator we bring experience, technology and process excellence gained in over 30 years working with local government and major brands such as the BBC, O2 and Marks & Spencer.