What we do
Why do things have to be so complex?
Outsourced customer management is essentially a very simple discipline. It's about us treating your customers the way you would want them to be treated yourself: with efficiency, honesty and dignity.
- It's about delivering on your promises.
- It's about setting high standards and consistently achieving them.
- It's what you can expect when you work with The Contact Company.
We're not like the rest, but we do believe we´re better than them, our track record doesn´t lie.
"Our mission is to provide added value to improve the business of our clients. We will exceed their business expectations by helping them to improve their customer service offering; profitability; and to better understand their customers with a partnership approach".
As we are all well aware the call centre industry is extremely fast paced. That´s why we haven´t stopped developing our own ideas and processes to keep ahead of the game. We´ve invested heavily, in particular on the IT and telephony systems to come up with the best solutions´ fast!
What we are
We are a unique team of the UK´s most experienced customer management professionals. We got together early in 2006 to create a new business that could fill the obvious void that exists for a quality customer management company.
We are very, very clear on our objectives:
- We want to employ the best;
- We want to add value;
- We want to have fun;
- We want to make a profit;
What we are not
We are not a super massive 5000-seat call centre that employs legions of under-paid, under-trained and under-motivated cannon fodder. You´ll have seen the pictures. They often live in little "hutches" and you can smell the boredom down the phone line. Call this "customer service" if you like but in our experience, nothing could be further from the truth.
Nor are we a small provincial telemarketing bureau with two phone lines, no broadband, limited resources and a 1998 version of ACT! They've got their place too, but it's not where we want to be.
How do we add value?
We add value in a number of ways.
1. By using our experience
You will have read here, that we have a very experienced team who´ve worked in a wide variety of industry sectors, and all this experience counts for a lot. It means that we´ve seen and tried many different ways of doing things, and we know how things can go wrong – therefore we know what it takes to put things right. We´ve learnt from those experiences and we intend to put that knowledge to good use.
2. By keeping things simple
We hate complexity, because it screws things up big time! We like to keep things as simple and streamlined as possible. The clearer the message - the easier it is to deliver and the better the outcome. Oh, and we also refuse to talk jargon.
3. By investing in our people and infrastructure
It´s all about people- yours´ and our own. Considering this, you´ve got to give them the right tools for the job, and we´ve not skimped on this either. Technically, our operation is one of the most advanced in Europe.
4. By knowing our limitations and using them wisely
We think that we are the best at what we do. Fortunately, so do our customers, but we also know our limitations and we work closely with other trusted partners to make sure they are able to give you the things that we can´t. It all makes sense doesn´t it?
5. By not being you
The sheer virtue of the fact that we are not you also allows us to add value to your service. Remember that we talk to your customers every day and that we´re extremely good at what we do, so we may spot opportunities that you may have missed. Equally, we can often highlight issues before they become a problem. At the end of the day, more heads are better than one.