Success Stories

Proud to be named as 2011 National Business Awards Finalist. The National Business Awards, in partnership with Orange, is the UK’s premier cross-industry Awards programme.

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Let us help you:

  • Improve customer lifetime value
  • Achieve customer brand loyalty
  • Increase profits
  • Maximise resources
  • Make informed decisions

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We are more than just a customer services outsourcer. Our focus is on building rewarding relationships.

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First contact resolution

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Our contact centre managers strive for an increase in First Contact Resolution (FCR), which removes repeat customer calls due to process failures, and minimises the cost to our clients.

Our focus on FCR delivers you:

  • increased customer satisfaction
  • improved quality results
  • better sales opportunities
  • long term customer loyalty
  • reduced operating costs

Acting on customer insight

The customer feedback on FCR for different contact types also provides invaluable customer insight. Examining this using root cause analysis techniques enables us to enhance the customer experience by appropriately amending operational processes and advisor training. We also share this insight with our clients allowing you to improve your business processes and product offerings where relevant.

Of course, we recognise that not every contact can be resolved at the first point of contact, as some issues require further investigation or specialist input. However, it is important to identify any processes and policies that create repeat calls and then address these through process re-engineering where possible. In particular circumstances when the policy or process cannot be changed, our advisors are provided with the tools and skills to handle even the most challenging issue to the satisfaction of the customer.

First contact resolution metrics

FCR metrics are a powerful coaching tool for our advisors. Using actual customer feedback with regards to query resolution, coupled with quality monitoring and coaching sessions, our advisors receive a robust perspective of the service they are providing to customers.

We advocate a shift in the focus from the traditional metrics of handling time, and concentrate on resolution of the customer issue and associated quality metrics. This helps our advisors become more engaged and empowered to resolve the customer issue at the first point of contact. Advisor engagement plays a vital role in the delivery of our outstanding customer experience.

Contact us today for more information on our range of customer service solutions.

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Latest News

Nearly 200 employees at contact management centre RESPONSE in Glasgow have pledged their support for the Anthony Nolan Trust, by joining the bone marrow register at a donor recruitment event, which was organised and hosted by Strathclyde Fire and Rescue.

RESPONSE and Glasgow Warriors are helping children at Scotstoun Primary and Glencryan  School in Cumbernauld to boost their communication and leadership skills as part of an innovative workshop to prepare them for the challenges of secondary school.

Inisoft, one of the UK’s top software companies has secured a new contract with Aylesbury College, to supply its Captavia Application Management System (CAMS) to help increase the efficiency of the college’s online application process.