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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. _
By: Contact People • 13th July 2016
