24:7:365 we're Open When You're Closed Find Out More
"They provide valuable support and have helped us to assist international customers around the clock - Thomas Pink
24/7 Icon
Always Be Available To Your Customers When They Need You

If you are not providing 24 hour cover you can be rest assured that one of your competitors will.

They will be able to get that sale you missed and give a better customer experience that will earn them customer loyalty and a stronger brand.

To manage and deliver a 24 service internally is costly, time consuming, hard to deliver on and a hassle to maintain. That is why corporate and SME businesses alike choose to partner with us.

Would it be handy to have a service that can grab business for you when you close for the evening?

 

FOR MORE INFORMATION PLEASE CONTACT OUR BUSINESS DEVELOPMENT TEAM CALL NOW 0800 011 4570
AROUND THE CLOCK CALL HANDLING SERVICES TO SUIT YOUR BUSINESS SIZE

Emergency Message and Patch:
Taking the nature of the enquiry, details, locating a qualified person and patching the call through. 

Intelligent Scripting:
Agents utilise intelligent scripting that is bespoke for your business.

24x7x365:
You will always have cover every day of the year.

Script Design and Build:
Specialist programmers ensure bespoke flow diagram and script build. 

Integration & Database Utilisation:
Email and customer database integration.

End to End Testing:
Internal and external testing of scripts and integration.

Agent Training:
All agents trained on your script.

Business Development Manager:
Dedicated manager to ensure smooth running of all elements of your account and services.

Emergency Message and Patch:
Taking the nature of the enquiry, sales qualification details, locating a qualified person and patching the call through.

Fault Escalation:
Fault identification, unique reference number allocation, escalation commands.

First Line Fault Resolution:
Fault Q&A and resolution, logging of outcome.

Dynamic Search and Rostra Look Up:
Searches relevant person, call introduction, patch, check to ensure fault resolution eg engineer call out to customer site.

Customer Audit Trails:
Utilisation of web enabled fault tracking, artificial intelligence, transactions, basic database management and development.

Intelligent Scripting:
Fault Q&A and resolution, logging of outcome.

24x7x365 Cover:
You will always have cover every day of every year.

Script Design and Build:
Specialist programmers ensure bespoke flow diagram and script build.

Integration & Database Utilisation:
Email and customer database integration.

End to End Testing:
Internal and external testing of scripts and integration.

Agent Training:
All agents trained on your script.

Business Development Manager:
Dedicated manager to ensure smooth running of all elements of your account and services.

Emergency Message and Patch:
Taking the nature of the enquiry, sales qualification details, locating a qualified person and patching the call through.

Rules based commands:
Depending on the nature of the call different rules are activated with associated cost 

Fault Escalation:
Fault identification, unique reference number allocation, escalation commands.

First Line Fault Resolution:
Fault Q&A and resolution, logging of outcome.

Second Line Fault Resolution:
Fault diagnostics, appropriate fault resolution actions, deployment of solution, progress reports for customer and SLA compliance. 

Dynamic Search and Rostra Look Up:
Searches relevant person, call introduction, patch, check to ensure fault resolution.

Automatic Alarm Activations:
Automatic responses and escalation to alarms and emails.

Email and Call Broadcast:
Staff groups called to ensure en mass awareness and rapid response.

Full Integration:
Secure retrieval of customer information. 

Bespoke Agent Training:
Agents trained to campaign levels.

Intelligent Scripting:
Agents utilise intelligent bespoke scripting. 

Full Management Reports and Statistics:
Reports generated every 15 minutes allowing multiple search facilities for key areas of sales campaign and Direct Response activity performance.

Call Recording:
All inbound call recording is provided via a secure web service.

Industry Specific Regulation Compliance:
FCA regulations. 

24x7x365 Cover:
You will always have cover every day of every year.

Script Design and Build:
Specialist programmers ensure bespoke flow diagram and script build. 

End to End Testing:
Internal and external testing of scripts and integration. 

Business Development Manager:
Dedicated manager to ensure smooth running of all elements of your account and services.

Our service level agreements ensure all customers receive consistently high levels of service throughout the life of the contract.

 

• New standard accounts: contract-programming-testing-go live: 10 days

• Basic moves and changes to scripts: 16 hours

• Contact centre is open and working for you 24x7x365

• Additional standard accounts live in 10 days

• 80% of inbound calls to be picked up within 5 rings

• Customer to receive proactive account management calls once a month

• Customers will have a dedicated account manager

• Customers will receive a quarterly review and complete account consolidation

• Faults can be reported 24x7x365 to a live person

• Escalation procedure to the MD of Direct Response

• Electronic or Paper Bills to be provided monthly

• Online web portal to view the performance of the call centre SLA

Novartis Menzies Aviation Astellas

 

 

 

BENEFIT FROM OUR 99% CUSTOMER RETENTION RATE

CALL NOW 0800 011 4570

Still Have Questions? Why Not Contact Us

Our Success Stories

CL2 CL3 CL1 CL5 CL7 CL2 CL7 CL1 CL1 CL5 CL3