OUTSOURCED CALL CENTRE

What is an outsourced call centre service?

Our outsourced call centre service features dedicated agents who work exclusively for your business. Unlike our shared call centre agents, they don’t juggle multiple clients - their full attention is on your brand, your customers, and your way of working.

What is the difference between a call centre vs a contact centre?

There are key differences between a call centre and a contact centre, mainly in how your customers can get in touch with you.

A call centre focuses mainly on handling voice calls, such as answering inbound enquiries or making outbound sales calls. It suits businesses that rely on the telephone as their primary customer contact channel.

A contact centre supports multiple communication channels, including phone calls, email, live chat, social media, and messaging apps. This allows you to manage customer conversations across several platforms in one place.

How do you train your agents?

All of our UK-based agents complete a rigorous six-month training programme designed to prepare them for handling customer enquiries professionally and consistently. Training covers active listening, customer service, accurate data capture, escalation handling, and communication skills, alongside detailed onboarding tailored to your business processes, systems, tone of voice, and customer expectations.

We also run a detailed onboarding and training programme tailored to your business. This covers your systems, processes, tone of voice, and customer expectations - so agents are fully prepared from day one.

How do you ensure consistent service quality?

Our dedicated agents undergo extensive onboarding to fully understand your brand, products, and processes. 

They operate under your exact SLAs, to make sure every customer interaction meets your expectations. In addition, our experienced account and team managers regularly review agent performance through real-time reporting and quality audits. 

This ongoing monitoring, combined with periodic feedback and refresher training, allows us to quickly identify and address any areas for improvement.

Can your agents handle multi-channel support?

Yes. Our dedicated agents are trained to handle not only phone calls but also emails, live chats, outbound calls, and administrative tasks. This means every customer interaction, regardless of the channel, is managed seamlessly and consistently.

Will your agents integrate with our systems?

Absolutely. We can integrate with your CRM and other internal systems to make sure every customer interaction is logged and followed up in line with your usual processes.

How do dedicated agents differ from a shared answering service?

Shared agents take calls for multiple clients which meets the needs of many businesses. However some companies will require a level of support that is beyond a shared answering service.

Our dedicated agents act as a fully outsourced call centre service and only work for your business. This means they can be trained to a much higher level. This training provides a more consistent service, deeper knowledge of your products, and allows them to make decisions that are aligned with your business goals.

What is the difference between an inbound and outbound call centre?

There are key differences between inbound and outbound call centres, based on who starts the call and the purpose of the interaction.

An inbound call centre handles calls coming into your business. These typically include customer enquiries, support requests, order processing, and appointment bookings. It helps you respond quickly and deliver a positive customer experience.

An outbound call centre makes calls on your behalf to customers or prospects. These calls are often used for sales, lead follow-ups, customer surveys, or appointment reminders.

Is it cost effective to use an outsourced call centre?

Yes. Many businesses find it significantly more affordable than hiring in-house staff. You avoid the costs of recruitment, training, salaries, and overheads - while still offering a professional and consistent customer experience.

How do dedicated agents make decisions without strict call scripts?

Our call agents are fully trained in your products, systems, and processes, giving them the confidence to respond based on real-time needs rather than following rigid scripts. By handling calls exclusively for your customers, they gain a deep understanding of your business, allowing them to make informed decisions and provide a faster, more personalised service.

Is outsourcing a call centre more cost-effective than hiring in-house staff?

By outsourcing your customer support to our dedicated call agents, you eliminate many of the costs associated with recruitment, training, salaries, equipment and HR overhead. You pay only for the service you need, making it a cost-effective solution for managing call volumes and administrative tasks.