OUTSOURCING CUSTOMER SERVICE WITH IMPACT

Impact is a customer focussed call centre and our passion for this plays a large role in our clients’ and our own, overall success. Every company needs a world-class customer service team to deal with the unexpected and when you outsource customer services with Impact, you get just that. We continuously invest in our agents and their training to ensure they know as much about your products or services as you do. We strive to resolve queries on a first call basis and are not afraid to be measured. This enables customers to conclude a call with us happy and satisfied with your service. We’re here to help companies grow, improve customer loyalty and with that help you succeed in all aspects of your business goals.

As a business call centre we are able to provide our partners with valuable insights to help build better customer experiences.

Studies have shown consumers prefer answering services with human beings over digital channels to solve customer service queries.

Great customer service helps drive customer retention and loyalty. Outsource ecommerce customer service calls with Impact today.

With growing technologies make sure your brand does not lose sight of the importance of human connections.

HOW WE MAKE IT HAPPEN

We’re passionate about what we do and feel that our success has to do with the way we make things happen. We owe it to our people, our process, our performance and most importantly our relationships with the great brands for whom we work.

Our People

From our management to our agents, our people are our greatest asset of whom we are proud. We strongly believe that happy employees are more able to do a great job. 72% of our staff have been with us for over two years and average tenure is four years.

As positive ambassadors to the companies that we represent, we’re also target driven and focus on enhancing strengths, productivity and knowledge of our partners brands.

Agent and Product or Service Training – Script Writing – Campaign Management – Performance Coaching – Progressional Growth – Recognise and Reward – Positive – Friendly – Caring – Empathetic

Our Process

We will provide you with seamless integration into our call centre services using proven on-boarding processes, training methods, well documented procedures, consultative account management and relevant reporting to fit into your method of working.

Our on-boarding process is an efficient, timely and professional experience for our partners and is one that we have undertaken very successfully many times with multiple and recent experience of on-boarding many diverse businesses.

Effective Script Development – In-house IT – IT Setup – Technological Infrastructure – System Integration – Project Management – Project Implementation – Flexible Solutions

Our Performance 

Our passion for continuous improvement drives us to always look for better ways and additional opportunities to add value to our services and find fresh, innovative ideas based on the powerful insight that we gain from speaking to your customers every day.

Measure Key Performance Indicators (KPIs) – Analyse Data – Valuable Insights – Customised Reporting – Benchmarking – Balance Score Card Meetings – Account Management – Identify Issues

Our Partnerships

We work closely and directly with our clients and appreciate the different markets in which they operate and consequently their differing requirements. Our aim is to develop long-term relationships based on a mutual desire to achieve success.

Communication is the key to a successful partnership. Our management team will always work closely with you and we very much believe in whole team support for our clients.

Direct Partnership – Trust – Honesty – World Class Service – Committed – Continued Improvement – Integrity – Responsibility and Ownership