Evolving for tomorrow – how we can help
Giving your customers the right answer at the right time
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.
Strengthening your operations with responsive, resilient resourcing
As organisations get to grips with accommodating differentiated demand, they’re having to deploy teams and resources quickly and efficiently, with employees often needing to cover the roles of colleagues unable to work or who have been furloughed.
We’re helping clients to overcome those resourcing challenges by providing dedicated remote support and processing teams to ensure immediate continuity for a range of services, including real-time payroll changes as teams flex up or down to meet Covid-19-related demands. We can also rapidly screen and onboard new staff, as we’ve done recently for healthcare organisations and private companies needing to recruit at scale as a result of experiencing surges in demand.
We develop talented people to fill skills gaps and strengthen existing teams, including experts in complex programme management, HR, technology and customer experience.
Helping public services meet citizen demand
The current health crisis and social distancing safeguards are particularly challenging for public sector organisations facing increased pressure from citizens to deliver services against a backdrop of volatility of staff availability.
Our customer service teams are helping to support and reassure communities by easing the pressure on contact centres during the day, with an emergency out of hours customer service partnership ensuring vulnerable citizens receive assistance when they need it most.
As part of this we’re using the latest technologies to bring services closer to citizens whilst relieving the pressure on teams. From chatbots which provide a fast, accurate first line of response, to AI services that help structure the way information is provided, to online applications for benefits which allow people to self-serve and apply for the support they need, we’re helping to reduce the pressure and improve the experience of citizens accessing those services.