When your current VOIP solution has poor call quality
Overview: The client had a VOIP solution in place for their business of 20 plus employees Their system was originally purchased on the cheapest price and subsequently found wanting with
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When you need quality control reviews for continuous improvement
Overview: The client had a 24/7 helpdesk service with complex call flows These flows involved multiple decision points in order to resolve the call efficiently. They engaged us to enhance
When you need to validate your after hours service calls
Overview: The client had an after hours call out service whereby callers could request urgent attendance without paying up front This was resulting in high costs being incurred without recovery
When you want to compliment the user experience for your website with live help options
Overview: The client was developing a new website which they were anticipating would attract significant interest The client wanted to maximise self help whilst also providing a seamless transition to
When you need to improve the first point of contact for your clients across multiple locations
Overview: The client had an existing multi-national receptionist service comprising many different locations, each with their own call handling methodology They engaged us to help develop a national standard incorporating
When you have a high volume of data to be captured in the most cost-effective way
Overview: The client had an existing team of specialist data capture analysts Specialist data capture analysts were being used for low skill data processing They engaged us to build a
When you need to manage an unprecedented surge in inbound calls
Overview: The client had an existing team of specialists overrun by incoming calls, creating long wait times and missed calls and resulting in a poor customer experience and damage to
When you need the technology to properly monitor trades call outs and ensure work gets done
Overview: National building service was seeking an outsourced partner to manage business hours overflow and afterhours call answering service The service had to be capable of handling complex escalations to
When you need to handle call spikes driven by press announcements relating to Covid-19
Overview: The client had been inundated with calls on several occasions due to press release and needed to improve their customer experience by answering those calls currently being abandoned They
When missed calls are creating a poor customer experience
Overview: The client had an existing team of specialists overrun by incoming calls, creating long wait times and missed calls and resulting in a poor customer experience They engaged us
When you need to reduce costs for handling after-hours enquiries
Overview: The client handles thousands of calls each year afterhours They engaged us to provide a 24/7 contact centre to triage these calls such that only urgent matters would be
When you need to be able to contact executives anywhere and any time
Overview: The client wanted to be able to send broadcast messages to their executives at any time to ensure their safety or know their whereabouts They engaged us to provide
When you need a back up contact centre in the event of a site shut down
Overview: National doctor’s locum service needed a robust business continuity plan in the event of a full site failure The solution needed to be bespoke, readily available 247 and able