Impact Call Centre is a professional UK based call centre that provides call centre outsourcing solutions to national UK and international brands, independents, and charitable organisations. Our team of over 250 call centre agents deliver world-class services to established businesses at scale.
Professional UK Based Call Centre
We are a highly professional, UK based call centre that provides call centre outsourcing services to established brands. Our dedicated team of over 250 call centre agents are experienced and passionate about delivering world-class services to our clients. As a company, we are much more than a service provider. We become a trusted partner that clients can rely on to overcome complex challenges and deliver exceptional results. Whether you require support with customer service, inbound sales, outbound services or pick, pack and fulfilment, our teams are ready to help. Our call centre agents have gained a truly invaluable breadth of experience across multiple sectors, which has earned us a great reputation in the call centre industry and beyond.
Everything we do is focused on delighting our clients’ customers and building successful long-term partnerships with the clients that we serve. Our skilled and experienced call centre agents undergo extensive training before being deployed to a client account. Training is on-going to ensure continuous improvement ensues. This guarantees that they are knowledgeable about each client’s products/services and are able to confidently interact with customers during every interaction as if they were providing an in-house service.
World Class UK Based Call Centre
We are trusted by established national and local UK brands and independents to deliver exceptional results including the Department For Education, Maritime & Coastguard Agency and Hampshire County Council. We also have numerous brands that are less well known such as Nature’s Range, Sterling Health and Skinshop to name a few.
If you are looking for a professional UK based call centre, why not get in touch with our team? Complete our contact form or call us on 01794 230 230.
How We “Make It Happen”
Everyone at Impact is passionate about driving your company forward and helping you to reach your goals, whether they are customer service or sales related. Our unique combination of great people, proven processes and intelligent technology is a winning formula that delivers results for the established UK brands that we are proud to call our clients. We love helping each and every client to achieve their goals across our portfolio of multi-channel call centre services. Each service is bespoke and tailored to suit the specific requirements of the client which ensures that every service that we offer is purpose driven and not “one size fits all”. Our commitment to quality is evident in everything we do as a business. We monitor, analyse, change, and improve continuously in order to achieve and exceed successful outcomes and SLAs.
We are unique in our approach to solving the problems that our clients face. Whether you have a customer service, inbound sales, outbound sales, or pick & pack fulfilment challenge, we have a dedicated team ready to help you. Find out more about how we ‘make it happen’ in the section below which covers each aspect of our UK based call centre. We welcome prospective clients to visit our call centre in Romsey, Hampshire to see our company in action. There is no better way to gain a great perspective into how we work than to visit us. We are very passionate about our great people and the Impact culture. Why not arrange a visit to our world-class call centre? If you would prefer to arrange an initial meeting at your premises, Impact cover the whole of the UK and can arrange an on-site meeting at your Head Office.
Our People & Culture
We believe that people are our greatest asset, and every member of the Impact team is valued and appreciated for the great work that they do supporting our valued clients. At every level of our company, from our management to our experienced call centre agents, a culture of care is fostered. We strongly believe that when you look after your employees, they will look after your clients and looking after our clients is our top priority. Our company has a supportive workplace with happy employees that benefit from world-class training and clear progression paths that give everyone the opportunity to shine. We have engaged call centre agents who appreciate our caring culture and care for our business and its clients. Our great people and teams help us to make a positive impact for clients every day.
Our culture is unique and helps us to standout from other UK based call centres. The culture of care for our employees is matched by a ‘make it happen’ culture for our clients. We pride ourselves on saying “how can we” rather than that we cannot. Being adaptable is at the centre of our approach, so we are always ready to consider and adopt new ideas. Our agile teams work efficiently and thoroughly to effect positive change for our clients. The change that we effect is always focused on delivering great outcomes and helping clients to achieve goals. Clients always comment on our proactive approach towards achieving results – we don’t wait to be asked. Continuous service improvement is baked into our culture; our teams independently review processes and people to ensure that the best possible service is provided to clients.
Our Process & Technology
Our processes ensure that we can consistently deliver quality results for each of our clients. Each of our clients benefits from our monitor, analyse, change, and improve approach to process design. Delivering the highest quality services relies on our great people and proven processes, which we have perfected over many years of successful service delivery. Many of our most successful processes relate to the training programmes that are employed across all the areas of our UK call centre. Our training programmes strive to equip each of our employees with all the right information so they can make informed decisions and have successful interactions with our clients’ customers. As a result of our processes, we deliver levels of quality and sales results that far exceed many industry averages.
Technology has always played an important role in each of the call centre services that we provide. We are proud to place strong in-house IT at the core of our operations so we can deliver exceptional service to our clients in every area from handling data to processing payments. Our strong IT basis is reflected in our PCI DSS Level 1 accreditation, which places us among only a small handful of UK based call centres. In practice, this allows us to process payments over the phone without resorting to automated payment systems. We are also Cyber Essentials Plus accredited, which validates the robust security systems that are in place to protect client data. The IT credentials of our call centre are further enhanced by our in-house support, software development services and expert integration services which benefit every client.
Our Performance & Quality
Performance is critical to everything that we do at Impact. We pride ourselves on being able to consistently deliver high quality call centre services at scale for some of the UK’s leading brands. Whether you are considering our outsourced customer services, inbound sales, outbound services, or pick, pack and fulfilment offering, you can be assured that our teams are very much focused on performance and delivering exceptional results for our clients. We are always looking for continuous improvement in everything that we do. Everyone at Impact wants to raise the bar and will look for opportunities to do that at every level of our services. We believe that there is always a better way, and we actively seek fresh and innovative solutions. Many of our most powerful insights are gained from interacting with your customers.
Quality means different things to different people. To us it means excellence across the board. From the very first customer interaction through to securing a sale or resolving a customer problem. We want our clients to be assured that their customers are being taken care of and are enjoying quality interactions with a call centre agent from one of our dedicated teams. To deliver quality interactions we recruit, train, and retain skilled agents that our clients can rely on every day. Our teams do not rest in their pursuit of quality, as they know that the quality of our services is critical to the ongoing success of our clients. When our clients succeed, we succeed, which means that we can continue our mission of helping businesses grow and build loyal customer relationships. We love nothing more than seeing the positive impact that our services have on our client’s businesses.
Our Partnerships
We aim to develop long-term partnerships with clients that choose us as their call centre outsourcing partner. Strong partnerships lead to great collaboration and sustainable success for all parties. Our partnerships are based on a mutual desire to achieve success by working together as trusted partners in a transparent and supportive business relationship. We take a bespoke approach to every partnership that we form, “one size fits all” is not an approach that we adopt as we favour a customer-centric approach. As part of our bespoke customer-centric approach, we work closely with our clients to gain an in-depth understanding of their business. We appreciate the different markets that our clients operate in and consequently the different requirements and approaches that these demand.
Our customer service and sales teams operate with integrity and transparency in everything that they do. We value great communication and open dialogues where all parties are transparent about their requirements, expectations, reporting procedures and invoicing. The call centre agents that make up our teams are trusted to work independently as highly trained and skilled specialists in their own right. Each agent is solutions focussed and is committed to delivering the exceptional client results that we are known for. As a business, we appreciate that every client will have different processes, targets, scorecards, KPIs, SLAs and reporting requirements. Our bespoke approach ensures that our processes can meet individual client requirements and deliver great results. We aim to become an extension of our client’s business and be on hand to help deliver ambitious results.
Artificial Intelligence (AI) At Impact
Artificial intelligence (AI) is becoming ever-more important across many sectors, including the call centre sector. As a leading UK call centre that provides world-class outsourced customer service and sales solutions to some of the UK’s leading brands, we strive to be at the cutting edge of technology so we can continue to delight our clients’ customers. We believe that AI has a role to play in managing simple service interactions and supporting frontline customer service and sales agents to deliver world-class service. AI is often able to handle simple interactions quickly and efficiently, which allows call centre agents to focus on complex interactions. It can also provide valuable support to call centre agents by unlocking insights in real-time, which agents can use to improve their performance and best interact with customers.
We recognise that AI has potential but believe that it should be used carefully in conjunction with skilled and trained call centre agents to deliver the world-class service that our clients’ customers expect. AI helps our agents to best understand the customers that they serve by anticipating their needs and creating opportunities for personalisation. As AI advances, the potential of predictive analytics, AI-powered decision making, and automation all present exciting opportunities that we will look to employ in the future. AI technology that we introduce into our call centre is always focused on helping our trained and skilled agents to deliver exceptional service that delights our clients’ customers and helps our clients to grow their businesses in size, profitability and reputation.
Why not get in touch with us to find out how our professional outsourced call centre can help your business with outsourced customer service or sales, by calling 01794 230 230 or completing our contact form?
Our UK Based Call Centre Is Ready To Help Your Business
If you are looking for a UK based, multi-channel call centre with a team that delivers exceptional results, get in touch with us. Our teams are ready to help you with your call centre outsourcing requirements. Call us on 01794 230 230 or complete the contact form below.
We Are Trusted By National Brands
If you choose to partner with Impact, you will be in great company with some of the UK’s leading brands. Impact is trusted by national businesses across a diverse range of sectors many of which have used our expertise in customer service, sales and pick & pack fulfilment. Discover more about how we have helped with their business requirements in our case studies section.
