Blog / Systems, Technology & Methods Overview

 

The Contact People has a history of providing quality call-handling facilities going 

back over 20 years. Our management team is a blend of academic and professional 

qualifications, experience of innovative technology, and involvement in 

some of the largest and most ground -breaking uses of Inbound and Outbound calling-everything from large-scale campaigns to bespoke services for entrepreneurs. The 

Contact Centre ensures that Team Leaders are on duty 24 hours, a Client Support 

Team is available from 08.00 to 22.00 and a dedicated Account Manager is assigned to 

each client. 

Our main services are 24 hour Emergency Response, help and advice lines, Live Chat,

Media Response, Customer Service, Up-selling, and all as a combination of bespoke 

services to suit the particular business model. Additionally, we offer the choice of either full 

call-handling, out of hours only, and overflow handling.

 

Client list includes the UK operations of international maintenance groups, charitable

organisations such as British Red Cross and Save the Children Fund, as well as 

government bodies like Public Health England and local councils. We are also the sole 

outsource provider for Vodafone Paging. The quality of service we provide is reflected 

in the length of relationships our clients enjoy with us. We have been able to achieve 

improved performance year on year through consistent monitoring and analysis of daily 

performance which is necessary in this highly competitive environment.

Methods

A 24 hour 7 days a week contact centre that never closes, our system resilience includes

an onsite generator, and have an ISO 9001 accreditation to ensure our quality standards 

are not only of the highest level but externally audited. 

 

Our overall contact centre performance is 85% of inbound calls answered within 15 

seconds, with 2.5% abandoned. Having invested in an award winning new cloud-based 

telephone application, all calls are delivered into the contact centre by VOIP to ensure 

speed, security and reliability. The application is hosted across three state of the art 

data centres delivering a highly resilient and secure platform.

_

The Contact People

 

 

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This post was written by Joy Dove

We NEVER close
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Inbound
Call-Handling

Our 24 hr phone answering service customised to your business needs.

Emergency
Response/Helpdesk

24 hour support for fault management, call outs, lone-worker support.

Live Chat
& Social Media

Your live chat and social media handled 24/7 by professional individuals.

Other contact
Centre functions

Our contact centre has the capacity to manage multilingual calls, manage card payments and work in conjunction with cart abandonment sites.

call-woman

24 Hour
Contact Centre

We represent our customers by providing cover for emergency call-outs, lone-worker monitoring, general over-spill and out of hours coverage made to suit the specification of our clients, as well as handling the total call activity for many clients.

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