CALLCAREINTELLIGENT OUTSOURCING SPECIALISTS

Introducing CALLCARE

CALLCARE’s core success has been built on the simple belief that human interaction is key in today’s digital age and that businesses value this human support now more than ever. We understand and appreciate that handling clients on the phone is effectively an art form and using modern technology to manage information is a science. Our solutions impeccably blend this art and science together for our clients’ benefit.

We focus our intelligence in building seamless and transparent call handling resolutions for our clients. Our strengths lie in our people and the training and commitment we deliver for all our clients through them. We believe in long term commitments and pride ourselves on the expertise and specialists we provide all clients with.

CALLCARE

Tailored Services

Since 1998 we have grown from a regional operation to a national provider. Initially

starting life as a critical call handling solution, from managing calls for the 999

ambulance emergency services, we developed a strong remote switchboard service

and established effective customer service support. We have advanced into a tri-location

operation and a 24 hour, 360° call handling service provider.

We have grown into what our clients have made us over the years. Our heritage is

strongly built from the extended knowledge that we have gained from our blue chip

clients and is deeply rooted in the shared experiences that we’ve had and learned from.

Our strong history and level of experience is personified in our valued stakeholders,

experienced directors and mature staff. We are often looked at as a way to ensure return

on investment rather than a cost because of our delivery.

F I R S T . . . F O C U S , I N T E L L I G E N C E , R E S O L U T I O N , S E A M L E S S N E S S , T R A N S P A R E N C Y

H E R I T A G E

Organisation

We have three call centres and one data centre operating as part of a strong network

in the UK. Each call centre is strategically placed on a separate national grid, to ensure

that we have no single point of failure, should there be a power outage or any other

disruptions.

Our centres operate 24/7, with our full time staff working a varied shift pattern to

ensure each hour of the day is adequately covered. Each centre is designed for pleasant

working conditions and avoids the stereotypical image of call centre operations.

We pride ourselves on our multi-million pound purpose built technology, which

allows us to tailor our services to our client’s exact requirements. All of our systems have

been built in house and the science is managed and maintained by our on-site, full

time in house IT team, allowing us to quickly respond to our client’s changes.

Personel

Since our call handlers represent both our clients business and ours, we ensure that the quality of staff we employ matches your expectations as well. All our call handlers are empathetic, dedicated and professional when representing our clients. They start by going through a rigorous training programme that brings them up to our accredited standards and also incorporates the specific instruction we receive from clients.

Good quality call handling is an art and every call is recorded and monitored to maintain consistent high levels of quality and to make sure our client’s calls are answered to their exact specification. Our client services and support teams work with each client to incorporate their combined industry experience into the planning process. They will regularly review call processes and update scripts for accounts to ensure they still serve their purpose in the best way possible. All our services are tailored to a client’s exact requirements and levels of quality monitored constantly to keep them high.

CALLCARE

F O C U S , I N T E L L I G E N C E , R E S O L U T I O N , S E A M L E S S N E S S , T R A N S P A R E N C Y

R E M O T E S W I T C H B O A R D

Understatedly Powerful

Our clients miss no calls when using our remote switchboard service. Whether to support their existing switchboard staff during busy periods and staff shortages or fully outsourcing to us to handle all calls to their switchboard; we help maintain high service levels of call answering.

All calls are handled by expertly trained switchboard operators when outsourced to us. Each client’s professional brand image is projected to all callers and clients. All calls are answered so no new business opportunities or client calls are missed. Using us allows our clients to filter out relevant and irrelevant calls. An outsourcing solution has also been a proven way to reduce operation costs.

Business executives spend an average of 15 minutes a day on hold*

CALLCARE

94%94% of clients cited our quality as the main

reason they continued to use CALLCARE

* 2 0 1 0 K i s s m e t r i c s R e s e a r c h

Unmistakably Different

We believe that good customer service is the key to any successful business,

particularly in the UK’s service led economy. An integral part of customer retention is

the care and service you provide. We provide unparalleled customer service to support

our clients, ensuring all calls are answered and any queries are dealt with 24/7.

Our customer service teams house experts in call scripting and call flow management.

Our specialisms range from customer services and helpdesk support to diary management,

booking and order lines. No longer are callers frustrated by engaged tones, automated

messages or hold music when trying to reach our clients. All calls are answered by our

efficient and helpful customer service executives to resolve issues as if part of the company

and help them along their journey.

34% of callers who hang up do not call back.*

* 2 0 1 0 K i s s m e t r i c s R e s e a r c h

50% of customers will use a company more frequently after a positive customer experience*50%

CALLCAREF O C U S , I N T E L L I G E N C E , R E S O L U T I O N , S E A M L E S S N E S S , T R A N S P A R E N C Y

C U S T O M E R S E R V I C E S

F O C U S , I N T E L L I G E N C E , R E S O L U T I O N , S E A M L E S S N E S S , T R A N S P A R E N C Y

I N C I D E N T H A N D L I N G

Complete Communication

We believe all companies in the repair and maintenance sector have a duty of care to promise and deliver around the clock service to their clients. Our clients make their company synonymous with dedication to customer care by using our incident handlers to expertly manage their 24/7 dedicated emergency helplines. Through this callers can receive instant and direct responses to not only their calls but also all incidents.

Our incident handlers will locate the on call personnel in an area to deal with the situation within our client’s Service Level Agreements. Where necessary these emergencies are escalated to specific members of staff. As part of the incident handling service we also manage bookings and appointments for clients, either by seamlessly integrating with their existing diary system or using our own in-house system.

The average caller’s time on hold is 57 seconds.*

CALLCARE* 2 0 1 4 N e w Vo i c e M e d i a R e s e a r c h

98% 98% of clients would highly recommend our service

Seamless Interaction

We recognise that certain clients’ requirements are not best delivered by human voice but through digital engagement. By utilising the same staff and their empathy, dedication and professionalism, we offer to manage digital interaction with human interaction.

CALLCARE Chat opens up a channel that’s flexible for all customers and suited more so, to those who get in touch outside of usual business hours. Adding an online chat option to your website provides your visitors with an instant means of communication that connects them with a live person.

CloudCare is our simple cloud based inbound IVR platform, we can help to increase staff productivity by allowing callers to select an option and go straight to the person they need, and allows us to route calls via specific skill sets or specialisms for a more efficient call handling.

vCare is a combined service for voice and data disaster recovery. It provides you with the reassurance that in the event of an incident or any disruptions, your core business applications and functions will be maintained, SLA’s achieved and your customer experience levels are consistent.

At 73% live chat has the highest satisfaction levels for any customer service channel.*

85%85% of clients confirmed our pricing was the most competative they had found in the market place

* e D i g i t a l ’s C u s t o m e r S e r v i c e B e n c h m a r k S t u d y

CALLCAREF O C U S , I N T E L L I G E N C E , R E S O L U T I O N , S E A M L E S S N E S S , T R A N S P A R E N C Y

N O N V O I C E E N G A G E M E N T

F I R S T F O R Y O U R B U S I N E S S . . .F O C U S , I N T E L L I G E N C E , R E S O L U T I O N , S E A M L E S S N E S S , T R A N S P A R E N C Y

0345 055 8444

callcare247.com

O U R C R E D I B I L I T Y I S E V I D E N T I N T H E T R U S T O U R C L I E N T S H O L D I N U S A N D I S E N D O R S E D B Y O U R A CC R E D I TAT I O N S