24 hour Customer service
We’re there for your customers when they need you most – 24 hours a day 7 days a week.
UK Outsourced Customer Service Solutions
OUTSOURCed CUSTOMER SERVICE
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.
Inbound & Outbound Call Centre
Our outsourced customer service solutions can be inbound and outbound calling services, depending on your company requirements.
Inbound Customer Services
The unexpected may arise at anytime and a customer will want to speak to a person over the phone to easily resolve their issues without delay. Our inbound call center agents are available 24/7 to give your business the human touch it needs to build on customer relationships and improve customer loyalty.
Outbound Customer Services
As an outbound call centre we have spent time understanding the limitations and opportunities presented within the scope of GDPR. We’re ready to help, advise and work with you to ensure that you stay on the right side of the rules when developing call campaigns. j kj
Studies have shown consumers prefer answering services with human beings over digital channels to solve customer service queries.
Outsource Customer Service Solutions
Delivery & Tracking
Customers often have questions about their orders, such as where is my parcel, I forgot to update my new address or having the wrong items arrive.
✔ Delivery Queries & Post Order Management
✔ Shipping & Order Tracking
Looking to find ways to improve your customer experiences? We are able to call customers on your behalf and pass on valuable insights to help you gain customer loyalty & boost revenue.
✔ Surveys, Campaigns, Research, Voice of Customer & Customer Insights
✔ Improve Customer Experience & Grow Customer Loyalty
Many questions can arise after a sale has been made. We can successfully resolve queries, give further product support and input the data into your customer management systems.
✔ Queries, Further Information, Updating & Inputting Data
✔ Tech Support, Resolve Issues & Educate on proper use of product
Warranties & Claims
Whether a customer is looking to return, exchange, cancel or get a warranty repair on an item, it is vital to make that process as smooth as possible. We’ll work with you to streamline this and ensure the best possible customer experience.
✔ Management of Returns, Exchanges, Repairs & Refunds
✔ Claims, Warranties, Product Recalls, Collections & Cancellations
Great customer service helps drive customer retention and loyalty. Outsource ecommerce customer service calls with Impact today.
Further services to cover your needs
Need more? We can provide our clients with further services to cover all needs. Ask us about what else we can do for you.
To find out more about outsourcing Retail or eCommerce Customer Services
Order Management & Telesales Calls
Turn information calls into sales
Order Taking & Telesales Calls
Consumers often call the needing further information about a product or service. Our agents are professionally trained in order taking giving in-depth information about your products/services and then guiding them to a sale close by reinforcing the benefits of the product/service.
Secure Payment Processing
Our PCI DSS Level 1 accreditation ensures smooth and secure payment processing every time.
Multi-Channel Customer Service Contact Centre
Email, Webchat & Social Media Support
Improve the customer experience by staying up-to-date with the way your customers prefer to contact your business. We can also provide your company with email, webchat and social media customer service support.
Fulfilment & Pick and Pack
Complete Warehousing Solutions
Want all outsourced solutions under one roof? We can provide our clients with full warehouse, fulfilment and pick and pack services. We’ll take your orders, process them and ship them out with your preferred carrier.
Making your customer journeys great
Sales and customer services are a vital part of the customer experience which, if done right, can enhance the success of any business. Impact believes that serving the customer’s needs successfully leads to customer satisfaction. We help companies achieve this every day by maintaining effective customer relationships and smooth customer journeys. Delighting consumers is something we thrive on and the more happy customers you have, the better you will feel.
Information about your products and services
When a prospect is in the beginning phase of the customer journey they will often have questions about your products or services and want to speak to someone over the phone to resolve questions as quickly as possible. It is vital to have a great team of helpful and friendly agents to inform, recommend and educate successfully during this stage. Impact agents are experts at building and retaining interest through to the sale close.
Further information and guidance to sale
Some products and services have a longer consideration phase for customers and will need a more personalised approach especially if it’s costly or within a business to business (B2B) sector. It is important for telemarketing companies to be able to provide a team of knowledgeable and professional agents to guide prospects with the big decision of choosing your products or services over those of your competition. Impact can help you get ahead of your competitors and build successful relationships with your prospects and customers.
Maximise revenue, secure payments
Customers often want to call to purchase your products or services. Most telesales companies can answer calls but our agents are professionals at maximising revenue by offering other products to their purchase or advising on special promotional deals. They are trained to do this without being pushy or rude as customer satisfaction and repeat orders are of most importance. Our PCI DSS Level 1 compliance ensures our payment processing is totally protected over the phone and your customers' data is secure.
Logistics and tracking information
After a sale has been made customers often have questions about their recent purchase such as; ‘Where is my order’, ‘I never received my order’, ‘I received the wrong item.’ or ‘I forgot to update my address’ etc. Impact agents are able to successfully log into systems to track orders or provide up to date information about memberships, products or services and keep customers satisfied with their recent purchase.
5. Ongoing Support
Post-sale support lines, warranties or returns
Customers often need on-going support for technical problems, updating information, recurring payments, warranties or returns. Our agents specialise in resolving all issues so a return or cancellation can be avoided. We believe in satisfying customer needs and educating consumers on how to properly use your product or services. Our contact center is here to make your customers happy and your job easier by minimising returns and cancellations.
6. Customer Loyalty
Customer retention and recommendations
When customers go down the ‘happy path’ of the customer journey and are satisfied with all aspects of the customer support they have received, customer retention rates rise and sales grow. Those customers you invested in with a great sales and customer service team become your biggest ambassadors and are more likely to recommend your product or services to their friends, family and colleagues. Impact can help your company grow by improving the customer journey so you can succeed in all aspects of your business goals.
In the “review driven” era, it is vital for brands to make sure their customer journeys are perfect as it is very easy for a dissatisfied customer to damage your precious reputation. We provide great service, helping our partners grow their customer loyalty.
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.
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 which is quite high for call centres.
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
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 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
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
We’re ready to talk to you and describe how our contact centre services can help. Please get in touch by phone or email, and we’ll show you why having Impact as your professional partner is the right choice for any business that is looking to grow and wants to maintain its reputation.