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The secrets to slashing abandonment rates

More than half of all web traffic now comes through mobile devices – a channel with a heightened risk of abandonment. A well-designed customer journey will increase the chance of sale conversion – here’s how to achieve it.

How can retailers deliver hyper-personalisation?

Greater personalisation means greater satisfaction, retention and improved sales. But can brands achieve it? We explain, step-by-step.

The key steps to a 360-degree view

A complete understanding of customers’ behaviour, preferences and desires is the first step to great CX. Here’s how to unlock it.

Contact centre solutions

Powerful solutions. Exceptional results.

Greater engagement. Improved satisfaction. More loyalty. More customers. More sales.

The fruits of excellent customer experience are no mystery. The challenge is being able to deliver it. Our contact centre solutions are the answer. Combining cutting-edge technology with human expertise, we deliver an insight-driven, hyper-personalised and seamless service that helps your brand stand out from the crowd.

Retain and engage customers with the support of powerful insights.

Deliver seamless experiences through an omnichannel approach – building loyalty.

Unlock new sales opportunities by having the right conversations, at the right time.

80%

Positive interactions through our digital contact centres.

0

Vehicle finance leads for an automotive group – with a 20% conversion rate.

84%

First contact resolution achieved through our solutions.

Contact centre excellence? It’s just a click away.

When it comes to customer experience, ‘outstanding’ is our starting point. Speak to one of our experts to see how our contact centre services can help take your CX to the next level.

Differentiate through digital-first

Omnichannel. People talk about it, but how many brands are actually delivering it?

This isn’t our first rodeo. Our tailored contact centre solutions deliver consistent and seamless quality of service via your customers’ channel of choice – whether that’s on the phone, a conversation on webchat, instant messaging or through social media.

What’s more, our infrastructure is scalable – growing with you and allowing you to ramp up and down as needed. New channels? No problem. You don’t need to worry about investing in solutions today that won’t deliver tomorrow.

In the round

Our contact centre solutions cover every contact type and CX objective.

From handling customer and citizen queries and complaints, to helping drive sales, acquire new customers, or boost engagement.

Everything we do is underpinned by deep insight. Through our contact centre solutions, we help you develop and maintain a full 360-degree picture of each customer or citizen that interacts with your organisation – covering everything from their likes and dislikes, to how they engage with you.

We use this data to generate hyper-personalised experiences – delighting customers, and turbocharging outcomes, whether that’s satisfaction or sales.

We also immerse our agents in your brand and your values. They know your organisation, your products, and your service offerings inside-out. We work as an extension of you.

And our systems work for you to ensure you remain FCA complaint at all times. With us, you’re in safe hands.

Tech-driven talent

‘State-of-the-art’ doesn’t cover it.

Our contact centres solutions incorporate the latest technology – from artificial intelligence to augmented reality – to help you deliver the highest-level of customer experience.

AI-driven chatbots and tools like caller identification and verification unlock self-serve capabilities – helping drive retention, free-up agent capacity and improve satisfaction.

Meanwhile, we equip our agents with powerful digital engagement platforms that can help them unlock actionable insights and deliver real-time translation – meaning you can offer multi-lingual support, either through technology or via specialist language teams.

We know your employees’ time is valuable. As part of our solutions, we use robotic process automation, chatbots and AI to handle your high-volume, repetitive tasks and generate new efficiencies, so they can focus on more complex tasks.

Transforming, together.

We aren’t just providing solutions. We work with you to make them a success.

Our digital-first strategy creates a step-by-step process to help our customers transform their contact centre operations seamlessly, without disruption.

Our five-stage programme involves in-depth reviews of your infrastructure, systems, people and current performance. We set goals against best practice, create a detailed transformation roadmap with solution design and digital specifications.

After launch, we closely monitor your new model and refine it to make sure it delivers more integrated and improved experiences for your customers. We’ll even help train your teams on new technologies and processes so that they can operate and maintain systems independently.

Who we work with