Shaped Around Your Customers,Shaped Around YouWorking in Harmony to Safeguard Your Reputation

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

We focus our intelligence in building seamless and transparent callhandling resolutions for our clients. Our strengths lie in our people and thetraining and commitment we deliver for all our clients through them. Webelieve in long term commitments and pride ourselves on the expertise andspecialists we provide all clients with.

Introducing CallCare

Since 1998 we have grown from a regional operation to anational provider. Initially starting life as a critical call handlingsolution, from managing calls for the 999 ambulanceemergency services, we developed a strong remoteswitchboard service and established effective customer servicesupport. We have advanced into a tri-location operation and a24 hour, 360° call handling service provider.

We have grown into what our clients have made us over theyears. Our heritage is strongly built from the extendedknowledge that we have gained from our blue chip clients andis deeply rooted in the shared experiences that we’ve had andlearned from.Our strong history and level of experience is personified in ourvalued stakeholders, experienced directors and mature staff.We are often looked at as a way to ensure return on investmentrather than a cost because of our delivery.

Tailored Services

Since our call handlers represent both our clients business andours, we ensure that the quality of staff we employ matchesyour expectations as well. All our call handlers are empathetic,dedicated and professional when representing our clients. Theystart by going through a rigorous training programme thatbrings them up to our accredited standards and alsoincorporates the specific instruction we receive from clients.

Good quality call handling is an art and every call is recordedand monitored to maintain consistent high levels of quality andto make sure our client’s calls are answered to their exactspecification. Our client services and support teams work witheach client to incorporate their combined industry experienceinto the planning process. They will regularly review callprocesses and update scripts for accounts to ensure they stillserve their purpose in the best way possible. All our servicesare tailored to a client’s exact requirements and levels ofquality monitored constantly to keep them high.

PersonnelWe have three call centres and one data centre operating aspart of a strong network in the UK. Each call centre isstrategically placed on a separate national grid, to ensurethat we have no single point of failure, should there be a poweroutage or any other disruptions.

Our centres operate 24/7, with our full time staff working avaried shift pattern to ensure each hour of the day isadequately covered. Each centre is designed for pleasantworking conditions and avoids the stereotypical image of callcentre operations.We pride ourselves on our multi-million pound purpose builttechnology, which allows us to tailor our services to our client’sexact requirements. All of our systems have been built in houseand the science is managed and maintained by our on-site, fulltime in house IT team, allowing us to quickly respond to ourclient’s changes.

Organisation

Remote Switchboard

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

All calls are handled by expertly trained switchboard operatorswhen outsourced to us. Each client’s professional brand imageis projected to all callers and clients. All calls areanswered so no new business opportunities or client calls aremissed. Using us allows our clients to filter out relevant andirrelevant calls. An outsourcing solution has also been a provenway to reduce operation costs.

Business executives spend an average of 15 minutes a day onhold.

Understatedly Powerful

94% of clients cited our qualityas the main reason they

continued to use CallCare.94%

Customer Services

We believe that good customer service is the key to anysuccessful business, particularly in the UK’s service ledeconomy. An integral part of customer retention is the care andservice you provide. We provide unparalleled customer serviceto support our clients, ensuring all calls are answered and anyqueries are dealt with 24/7.

Our customer service teams house experts in call scripting andcall flow management. Our specialisms range from customerservices and helpdesk support to diary management, bookingand order lines. No longer are callers frustrated by engagedtones, automated messages or hold music when trying to reachour clients. All calls are answered by our efficient and helpfulcustomer service executives to resolve issues as if part of thecompany and help them along their journey.

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

Unmistakably Different

50% of customers will use acompany more frequently after a

positive customer experience50%

Incident Handling

We believe all companies in the repair and maintenance sectorhave a duty of care to promise and deliver around the clockservice to their clients. Our clients make their companysynonymous with dedication to customer care by using ourincident handlers to expertly manage their 24/7 dedicatedemergency helplines. Through this callers can receive instantand direct responses to not only their calls but also allincidents.

Our incident handlers will locate the on call personnel in anarea to deal with the situation within our client’s Service LevelAgreements. Where necessary these emergencies areescalated to specific members of staff. As part of the incidenthandling service we also manage bookings and appointmentsfor clients, either by seamlessly integrating with their existingdiary system or using our own in-house system.

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

Complete Communication

98% of clients would highlyrecommend our service 98%

We recognise that certain clients’ requirements are not best deliveredby human voice but through digital engagement. By utilising the samestaff and their empathy, dedication and professionalism, we offer tomanage digital interaction with human interaction.

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

CloudCare is our simple cloud based inbound IVR platform, we can helpto increase staff productivity by allowing callers to select an option andgo straight to the person they need, and allows us to route calls viaspecific skill sets or specialisms for a more efficient call handling.vCare is a combined service for voice and data disaster recovery. Itprovides you with the reassurance that in the event of an incident or anydisruptions, your core business applications and functions will bemaintained, SLA’s achieved and your customer experience levels areconsistent.

At 73% live chat has the highest satisfaction levels for any customerservice channel.

Seamless Interaction

85% of clients confirmed ourpricing was the most competitivethey had found in the market place85%

OUR CREDIBILITY IS EVIDENT IN THETRUST OUR CLIENTS HOLD IN US AND ISENDORSED BY OUR ACCREDITATION'S

CALLCARE LTD, Suite 8, 186 Sloane Street, London, SW1X 9QR, TEL: 0345 055 8444 | Company Reg: 03497122 | Data Protection: Z2674757