What can your business gain from using a 24/7/365 Contact Centre? : We provide out of hours call-handling by dealing with your service calls in accordance to your in-hours procedures, and for a fraction of the cost of running a 24 hour operation yourself. Customer Service is at the heart of every business.We’re no one without our customers, and that places them central to every business decision we make. Your aim is to facilitate your customer’s journey, while ours is to enable you to do so in a cost-effective manner. Setting up overflow capture for busy spells means no calls […]
Call Coverage for the Healthcare Sector : The Contact People represent some top names in the healthcare and medical supplies sector. Our clients include Thermo Fischer Scientific and D&L Medical who have been with us since 1998, as well as DeVilbiss (Park House), all satisfied long-term customers. Our Reception Response package means call-handlers coordinate and monitor engineer call outs for the delivery, installation, maintenance and repairs of important hospital equipment and devices. Calls can also be filtered to determine the urgency. Our services range from processing orders for domestic and hospital medical equipment, right through to the management of installation and maintenance of surgery equipment. We also run emergency response lines & case escalation for a number of high-profile hospital trusts who rely on our discretion. Being 24 hours, we’re an ideal match for the sector and are tenacious about efficiency and quality levels. Our function is to act as an extension of your business and offer bespoke services designed to support your business needs. We offer coverage of out total call activity, out of hours and call-overflow capture, with a specific focus on management of On-Calls and case escalations. We can also help you remain responsive with a 24 hour Business Continuity and Recovery Plan by having your calls diverted immediately to us in case of emergency and concerned parties reassured with continued communication.
October Newsletter : With the onset of Autumn, we’re breaking out and wrapping up in our thick knits. While the colourful crisp leaves sweep past our door step, our 24 hour contact centre is a hive of activity. On the agenda for this month or currently occurring are more client visits, expansion of ongoing services, client on-site training, and a lot more. October Newsletter Charity As usual we’re getting involved in charity events, as it is a strong company ethos and a subject close to our MD Brian Kings’ heart.With Macmillan being one of the charities we support, naturally we took part in the recent Coffee Morning and raised £60, which was rounded off to £120 by the company. Client Portal As we’re working on reinstating a better version of a client portal on our website, we would like to get some feedback as to what features and functions you would find useful and like to see on it. New Business What company isn’t looking to top up its client base? We believe that when you do excellent work your clients will recommend you to others. Have a talk to us about rewards for recommendations.
Macmillan Coffee Morning at The Contact People : Supporting Macmillan and the wonderful work they do is very important to us here at The Contact People and once again we got involved. Many staff brought cakes in and throughout the morning everyone had a nibble and donated. Altogether we raised around £60, which the company rounded off to make it £120. Early morning […]
Why we’re in The Cloud : What Our contact centre Cloud platform provides us with an end to end solution, producing a highly sophisticated and configurable telephony system, with features and functions that allow us to offer the ultimate best in 24 hour services to our clients and their customers. How System features live in the cloud and therefore can be instantly activated for the relevant user. The multi-channeled technology is simply accessed via a browser which adds more flexibility, accessibility and functionality. Flexibility System features live in the cloud and therefore can be instantly activated for the relevant user. The multi-channeled technology is simply accessed via a browser which adds more flexibility, accessibility and functionality. Productivity The Cloud easily integrates and improves on existing IT systems, therefore […]
Escalation Processes & Procedures : Call– handling for Emergency Call-Outs and Fault Reporting If you’re dedicated to achieving Service Level Agreements for clients then swift pick-up by On-Calls is essential, whether that be within hours or the next working day. But how do you ensure that happens out of hours? Our contact centre can relieve you of the cost of running your operation 24 hours, filter out the real emergencies and liaise with On-Calls or contractors on your company’s behalf. Automatic Escalation: Once logged, the system sends the case details automatically via SMS, email, pager or fax Manual Escalation: Once a case has been generated and information captured, an operator attempts contact until the case details have been passed to the appropriate On-Call and the case is closed. A Lone-worker Support service can also be activate by workers for certain hours or sites if required. Selection Process 1) Select medium and sequence of contact to relay the case information >SMS/ Phone Call/ Email (Various combinations can be used, as well as both manual and automatic). 2) Select interval times in between every escalation point (usually between 2-30 minutes) 3) Select contact points: Who do we contact and in what order. For example- 1) Duty engineer by SMS 2) Duty engineer (10 minutes later) by phone call 3) Duty manager (10 minutes later)by phone call and email4) General manager (20 minutes later) by email
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. _
Our mini Big Boss Brekkie for The Whitechapel Centre : All staff donations towards the breakfast items in the break room go to The Whitechapel centre who work hard in supporting homeless people in Liverpool. They’re aim is to help people sleeping rough, and help them learn essential life skills so that they can find and maintain a home.
May Newsletter : It’s been another productive month with many happenings… “I just wanted to give you some feedback for your team with regards to the migration of all of our contracts over to the out of hours service. I must say that the whole transition has gone very smoothly indeed and I am delighted that it’s […]