Excellent customer service is timely, attentive and professional, making sure the customer’s needs are met in a manner that reflects positively on your business. Discover how to outsource customer services the Impact way.
Every business needs a world-class customer service team to confidently respond to unexpected situations and solve problems in a way that delights the customer. Our customer service outsourcing team are adept at managing customer service operations for local and national brands at scale. If you are looking for an established and professional customer services partner for your business, why not choose Impact?
While we have great processes, systems, and experience at Impact Call Centre, we firmly believe that our people are our most important asset. We continuously invest in our call centre agents and have developed industry-leading training programmes to prepare our agents for every customer interaction.
Our agents are supported to develop an in-depth knowledge of your company, products and services. This empowers them to provide truly excellent customer service that not only meets but also exceeds what many businesses can deliver in-house. If you choose to outsource customer services to Impact you will have a dedicated partner to help your business grow, while delighting your customers every step of the way. Improving customer loyalty and therefore increasing sales in the long term is a core focus for our team as we know that there is nothing more powerful than a happy customer in helping your business grow.
AI Customer Service
We are an AI-enabled call centre that delivers outsourced customer service solutions that utilise AI customer service technology and human agents. We take the best capabilities of AI including advanced chatbots, AI-powered speech recognition, conversation analysis and outcome prioritisation to deliver efficiencies and cost savings. The combination of AI technology and experienced customer service agents help us deliver world-class service for some of the UK’s leading brands.
While we are using AI in customer service, we do so in a way that is realistic about its capabilities and limitations. AI assisted customer service is set to play a key role in the customer experience, and we are well placed to make the most of it with our experienced in-house IT & technology department. We have also been developing an AI assisted solution to place us at the leading edge of AI in customer service.
We are excited about the future development of AI and how we can use it to deliver exceptional customer service at scale. Why not get in touch with us to explore how AI powered customer service could help your business deliver exceptional service? Call us on 01794 230 230 or complete our contact form.
Everyday Customer Service
Delivering wonderful everyday customer service is a great way to delight your customers and stand out from competitors. While it can be relatively straight forward to get this right, many businesses unfortunately get it wrong leading to unnecessary frustration and a poor customer experience. Our outsourced customer service offering takes care of simple customer service multi-channel tasks and activities so your teams can focus on what they do best.
Let us answer simple questions whatever the communication method such as, “Where is my order?” or “How can I update my account details?”. These are both simple questions that our customer service team answers day in day out using concise language, structured systems and cleared messaging. Impact’s customer service outsourcing team deploy a powerful combination of our tried and tested step-by-step process, client systems and our own CRM to respond with accurately, in a timely manner and with the utmost confidence. Our call centre agents always know exactly where to find out where an order is and how to update customer information.
COMPLEX CUSTOMER SERVICE
Every customer interaction is different and not all requests can be answered in a simple way. Complex customer service requires skilled and adaptable agents that go above and beyond to resolve even the most challenging customer requests. Our teams have the expertise and experience to confidently respond to these requests on behalf of your business. We pride ourselves on being able to deal with the most complicated customer service requirements at scale for our clients.
We believe that ownership is key and our aim is to take complete ownership of issues and only involve the client where necessary. Our customer service outsourcing experts will work with you to ensure that our agents can handle the most challenging customer requests in a professional and competent manner. This will leave you with time to focus on your business. If you need to outsource customer services, why not consider us?
POST-SALE PRODUCT SUPPORT
In many cases, customer service is great at the point of sale but later fails to deliver at the post-sale/after sales phase. This is a missed opportunity for businesses to maintain and develop profitable long-term relationships with their customers that engender customer loyalty. At Impact, we see the post-sale phase and the interactions involved as an opportunity to gain long-term and in many cases life-long customers for our clients.
The outsourced customer service team at Impact Call Centre are not just here to take an order and process it! This is only where the customer journey begins. We deliver knowledgeable post-sales support on behalf of national brands to help consumers with issues that they may encounter. Resolving product issues and providing on-going warranty and service support is a key element of our customer service support. Our customer service experts will guide consumers from the start of their journey to the end and beyond.
BOOKING SERVICES
When a consumer is looking to make a booking with your business, it needs to be hassle-free and seamless. Anything less than this may take them away from your business into the path of a competitor that delivers an effortless customer booking experience. At Impact we deliver an excellent booking experience that helps your business to stand out in what can seem like a world of poor customer service.
Our booking customer service support covers a wide range of activities from entertainment and airlines to exhibitions, car parks and holidays. The team in our outsourced customer service centre has a wealth of experience in managing bookings as well as handling amendments, cancellations and complaints across online and offline platforms. Impact will ensure that your customers enjoy a smooth and unified experience from start-to-finish. Your customers’ positive booking experience will develop customer loyalty and generate repeat business.
Sectors That We Specialise In
At Impact we love working with organisations across a wide range of different sectors. We have experience in a number of sectors including e-commerce, mail order, catalogue, DRTV, automotive and exhibitions to name but a few. Our call centre teams always strive to raise the bar and relish new challenges, so if your business’s sector is not listed below but could benefit from our unique culture-driven approach to delivering world-class service, please get in touch. We love showing businesses how we can help them outsource customer services.
- eCommerce
- eTailers
- Mail order
- Catalogue
- DRTV
- Automotive
- Not for profit & charity
- Exhibitions
Members of the Institute of Customer Service
As members of the Institute of Customer Service, we are in good company alongside some of the largest and well-known businesses in the UK. This demonstrates our serious commitment to being the best outsourced customer service provider call centre in the UK. Being part of the Institute provides us with invaluable access to the latest best practice information and the key performance drivers for customer service excellence. We look forward to being part of the mission for great customer service and contributing to the great work that the Institute of Customer Service do.
DO YOU NEED HELP WITH ANOTHER AREA OF CUSTOMER SERVICE?
Our adaptable and professional customer service outsourcing experts love a challenge and delivering different solutions. If the area of customer service that you need support with is not mentioned, don’t worry. We would love to have a conversation with you to find out how we can help. It’s often the case that we may not have listed your particular area of customer service requirements but are still able to help. Our customer service experts are ready to help your business deliver world-class customer service. Get in touch using our contact form or by calling us on 01794 230 230.
Customer Service Case Studies
ADAPTABLE TO ALL CUSTOMER COMMUNICATIONS
Everyone at Impact feels it is a point of pride that we are knowledgeable about our clients, their company, products and services and can skilfully interact with customers as if they were our own every day. Our call centre agents professionally manage each and every customer interaction for our clients from a simple message to a complex call. In every interaction that we manage on your behalf, we strive to provide world-class customer service above all else. We are the perfect company to outsource customer services to if you have a customer-centric business that cares about each and every customer.
Proficient Complaint Resolution
Even the most customer service focused companies encounter complaints as things do not always go according to plan. As a result of this, customer service issues will arise that require appropriate resolution. In such situations, our overarching aim is to always turn an unhappy customer into an entirely satisfied one. Transforming unhappy customers has the potential to create extremely strong customer relationships and long-term brand loyalty. Our customer service specialists will work with you to implement customer charters that put your customers at the heart of everything. Our agents strive to resolve complaints in a single call, without escalation.
Multi-Channel
Solutions
Staying connected to consumers using integrated multi-channel solutions is vitally important in today’s interconnected world. We provide a number of multi-channel solutions that serve the platforms your customers use the most in order to provide convenient and timely customer service. Making customer service as easy as possible for customers is our priority and as such, we support channels including email, live chat, social media and telephone. We are always looking to adopt the latest and most innovative channels to ensure that our clients’ customers can enjoy an outstanding customer experience when they outsource customer services to us.
Multi-CRM
Support
Impact offers comprehensive levels of support for a wide range of client-hosted CRM systems. In addition to our support of existing CRMs, we also have a number of in-house CRM options for clients that require them. Our customer service outsourcing team have a wealth of experience with CRMs and are happy to use bespoke CRMs as well as off the shelf CRMs/systems including Magento, Salesforce, Oracle, Netsuite and Freshdesk. It is also possible for us to customise our own CRM to suit your specific requirements. Our clients can rest assured that we will be able to use and integrate their chosen CRM platform to provide great customer service.
Great with
People
It goes without saying that we would not be experts at customer service if we were not great with people. World-class customer service requires skilled customer service agents that are trained to interact in a professional yet natural way with each customer. Being great with people involves much more than simply being polite. Our skilled agents have undergone specialist training to help them adapt their messaging to best suit each individual customer. We use structured, needs based listening to actively respond to customer conversations as they develop. Our clients enjoy versatile call handling solutions that deliver results for their business.
Informative & Flexible Reporting
Our customer service outsourcing experts love providing useful information that empowers you to make informed decisions based on evidence and clear customer data. Our systems capture customer feedback that can be presented in bespoke formats to suit your specific requirements. We draw on the skills and expertise of our in-house software development team to create comprehensive reports that provide actionable insights for your business. Our insights focus on improving processes and reducing costs. We love nothing more than when our reports are used to enhance the customer experience and improve customer satisfaction.
Our Outsourced Customer Service Team Are Ready To Help
Ready to outsource customer services to Impact? Our customer service outsourcing team are here to help your business deliver world-class customer service. We are an experienced and professional customer service partner that is trusted by local and national brands. Get in touch with our team today to discuss your requirements on 01794 230 230 or by completing our contact form.
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.
