CALL CARE INTELLIGENT OUTSOURCING SPECIALISTS

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1 CALL CARE INTELLIGENT OUTSOURCING SPECIALISTS

2 Introducing CALLCARE CALLCARE s core success has been built on the simple belief that human interaction is key in today s digital age and that businesses value this human support now more than ever. We understand and appreciate that handling clients on the phone is effectively an art form and using modern technology to manage information is a science. Our solutions impeccably blend this art and science together for our clients benefit. We focus our intelligence in building seamless and transparent call handling resolutions for our clients. Our strengths lie in our people and the training and commitment we deliver for all our clients through them. We believe in long term commitments and pride ourselves on the expertise and specialists we provide all clients with. CALL CARE

3 Tailored Services HERITAGE Since 1998 we have grown from a regional operation to a national provider. Initially starting life as a critical call handling solution, from managing calls for the 999 ambulance emergency services, we developed a strong remote switchboard service and established effective customer service support. We have advanced into a tri-location operation and a 24 hour, 360 call handling service provider. We have grown into what our clients have made us over the years. Our heritage is strongly built from the extended knowledge that we have gained from our blue chip clients and is deeply rooted in the shared experiences that we ve had and learned from. Our strong history and level of experience is personified in our valued stakeholders, experienced directors and mature staff. We are often looked at as a way to ensure return on investment rather than a cost because of our delivery. FIRST... FOCUS, INTELLIGENCE, RESOLUTION, SEAMLESSNESS, TRANSPARENCY

4 Organisation We have three call centres and one data centre operating as part of a strong network in the UK. Each call centre is strategically placed on a separate national grid, to ensure that we have no single point of failure, should there be a power outage or any other disruptions. Our centres operate 24/7, with our full time staff working a varied shift pattern to ensure each hour of the day is adequately covered. Each centre is designed for pleasant working conditions and avoids the stereotypical image of call centre operations. We pride ourselves on our multi-million pound purpose built technology, which allows us to tailor our services to our client s exact requirements. All of our systems have been built in house and the science is managed and maintained by our on-site, full time in house IT team, allowing us to quickly respond to our client s changes. Personel Since our call handlers represent both our clients business and ours, we ensure that the quality of staff we employ matches your expectations as well. All our call handlers are empathetic, dedicated and professional when representing our clients. They start by going through a rigorous training programme that brings them up to our accredited standards and also incorporates the specific instruction we receive from clients. Good quality call handling is an art and every call is recorded and monitored to maintain consistent high levels of quality and to make sure our client s calls are answered to their exact specification. Our client services and support teams work with each client to incorporate their combined industry experience into the planning process. They will regularly review call processes and update scripts for accounts to ensure they still serve their purpose in the best way possible. All our services are tailored to a client s exact requirements and levels of quality monitored constantly to keep them high. CALL CARE

5 REMOTE SWITCHBOARD FOCUS, INTELLIGENCE, RESOLUTION, SEAMLESSNESS, TRANSPARENCY

6 Understatedly Powerful Our clients miss no calls when using our remote switchboard service. Whether to support their existing switchboard staff during busy periods and staff shortages or fully outsourcing to us to handle all calls to their switchboard; we help maintain high service levels of call answering. All calls are handled by expertly trained switchboard operators when outsourced to us. Each client s professional brand image is projected to all callers and clients. All calls are answered so no new business opportunities or client calls are missed. Using us allows our clients to filter out relevant and irrelevant calls. An outsourcing solution has also been a proven way to reduce operation costs. 94% of clients cited our quality as the main reason they continued to use CALLCARE 94% Business executives spend an average of 15 minutes a day on hold* CALL CARE *2010 Kissmetrics Research

7 CUSTOMER SERVICES FOCUS, INTELLIGENCE, RESOLUTION, SEAMLESSNESS, TRANSPARENCY CALL CARE

8 Unmistakably Different We believe that good customer service is the key to any successful business, particularly in the UK s service led economy. An integral part of customer retention is the care and service you provide. We provide unparalleled customer service to support our clients, ensuring all calls are answered and any queries are dealt with 24/7. Our customer service teams house experts in call scripting and call flow management. Our specialisms range from customer services and helpdesk support to diary management, booking and order lines. No longer are callers frustrated by engaged tones, automated messages or hold music when trying to reach our clients. All calls are answered by our efficient and helpful customer service executives to resolve issues as if part of the company and help them along their journey. 50% 50% of customers will use a company more frequently after a positive customer experience* 34% of callers who hang up do not call back.* *2010 Kissmetrics Research

9 INCIDENT HANDLING FOCUS, INTELLIGENCE, RESOLUTION, SEAMLESSNESS, TRANSPARENCY

10 Complete Communication We believe all companies in the repair and maintenance sector have a duty of care to promise and deliver around the clock service to their clients. Our clients make their company synonymous with dedication to customer care by using our incident handlers to expertly manage their 24/7 dedicated emergency helplines. Through this callers can receive instant and direct responses to not only their calls but also all incidents. Our incident handlers will locate the on call personnel in an area to deal with the situation within our client s Service Level Agreements. Where necessary these emergencies are escalated to specific members of staff. As part of the incident handling service we also manage bookings and appointments for clients, either by seamlessly integrating with their existing diary system or using our own in-house system. 98% 98% of clients would highly recommend our service The average caller s time on hold is 57 seconds.* CALL CARE *2014 NewVoiceMedia Research

11 Seamless Interaction We recognise that certain clients requirements are not best delivered by human voice but through digital engagement. By utilising the same staff and their empathy, dedication and professionalism, we offer to manage digital interaction with human interaction. CALLCARE Chat opens up a channel that s flexible for all customers and suited more so, to those who get in touch outside of usual business hours. Adding an online chat option to your website provides your visitors with an instant means of communication that connects them with a live person. CloudCare is our simple cloud based inbound IVR platform, we can help to increase staff productivity by allowing callers to select an option and go straight to the person they need, and allows us to route calls via specific skill sets or specialisms for a more efficient call handling. 85% 85% of clients confirmed our pricing was the most competative they had found in the market place vcare is a combined service for voice and data disaster recovery. It provides you with the reassurance that in the event of an incident or any disruptions, your core business applications and functions will be maintained, SLA s achieved and your customer experience levels are consistent. At 73% live chat has the highest satisfaction levels for any customer service channel.* * edigital s Customer Service Benchmark Study

12 NON VOICE ENGAGEMENT FOCUS, INTELLIGENCE, RESOLUTION, SEAMLESSNESS, TRANSPARENCY CALL CARE

13 OUR CREDIBILITY IS EVIDENT IN THE TRUST OUR CLIENTS HOLD IN US AND IS ENDORSED BY OUR ACCREDITATIONS FIRST FOR YOUR BUSINESS... FOCUS, INTELLIGENCE, RESOLUTION, SEAMLESSNESS, TRANSPARENCY callcare247.com