Built around you

We offer all the customer and prospect management services you’d expect from a top 10 UK provider – but never deliver off-the-shelf solutions.  We’ll tailor and combine our offerings to create a perfect, intelligent fit for your business.

Customer acquisition:

Inbound & outbound telesales
Lead generation
Appointment setting
Cross & upsell
Order processing

Customer retention:

Proactive and responsive programmes

Customer care:

Customer care
Help desks & tech support
Switchboard
Early stage collections

Find out how our services are applied on your behalf.

Inbound & outbound telesales: Our highly trained sales staff work confidently in consumer and business to business environments to raise conversion rates, reduce cost per sale and cement strong customer relationships, using a personalised approach to maximise the value of every interaction. By recording all calls and verifying them through our central quality team we typically achieve lower than industry average cancellation rates and customer acquisition costs. Financial services clients will appreciate that we are authorised by the FSA to sell financial products.

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Lead generation: We’ll manage enquiries or contact prospects on your behalf. Our highly trained agents use skillful questioning to identify decision makers, clarify budgets and pinpoint requirements, which leads to clearer targeting and higher conversion rates. Identified leads are passed directly to you via your own lead distribution or tracking systems, or if you prefer, through systems provided by us as part of your programme.

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Appointment setting: Our experienced agents will arrange appointments for your field sales specialists, getting past gatekeepers, identifying opportunities and qualifying prospects, either in cold calling programmes or in association with marketing campaigns. Our bespoke online appointment applications support our teams and can integrate easily with your own diary management systems to set appointments in real time.

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Cross & upsell: Our agents will produce excellent conversion rates at low cost per sale, helping you to increase the value of every client relationship. We’ll use customer analytics to predict and anticipate an existing customer’s appetite for a new product or service, improving your hit rate, and allowing you to achieve more for less.

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Order processing: We’ll not only use our state-of-the-art technology to process orders efficiently, we’ll strengthen your customer relationships by providing exceptional care. We’ll also keep an eye open for additional cross and upsell opportunities. That’s why we have a proven track record for boosting average order values as well as customer satisfaction.

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Proactive and responsive programmes: Traditional customer retention programmes target all customers, irrespective of their value. We use business intelligence to focus attention on those customers that matter most to your business, with incentive strategies that deliver results because they’re closely linked to commercial value. And, as well as reactively managing customers who call to cancel, we’ll proactively target those at risk, using analytics to identify those with the strongest propensity to churn.

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Customer care: Our consistently high standards of service will strengthen your customer relationships and build life time value. Our customer service capabilities range from the simple to the complex; from general enquiries to complaint handling, information changes to the resolution of payment issues and refunds. We’ll integrate with your own CRM system or work with you to develop a system that supports your activities. Where appropriate we’ll use dual skilled agents to achieve sales through service – they’re trained and incentivised as service providers and sales makers. They’ll focus on service first, earning the right to make the sale. By turning customer conversations into sales opportunities we’ll open up previously untapped routes to revenue growth.

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Help desk & tech support: Our multi-level help desk and technical support agents deal with simple enquiries or complex scenarios via telephone, email or collaborative browsing. They are supported by in-depth product training and access to extensive knowledge databases.

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Switchboard: We will consolidate your multiple switchboards into a single operation, supported by continuously maintained directories and consistently available agents.

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Early stage collections: Our skilled teams maximise early stage collections by focusing on customer retention while reducing losses and delinquency rates.

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