Contact Centre Outsourcing
Introduction

Whether you want us to work with you to capture sales leads from advertising, taking orders for your mail order campaign, handling critical customer support calls or simply taking messages while you are not available…we can help.

Office Response is an experienced and award winning outsourced contact & call centre management company. We appreciate the financial investment you make into your organisation and we want to help you increase the financial returns through telephone communication with your customers.

Benefits of using Office Response

Many companies are realising the benefits of outsourcing their calls to Office Response. Our customers have reported:

• Reduced operational and capital costs

• Improved quality and performance

• Increased customer retention, loyalty and satisfaction

SInce 1999 we have worked with a wide range of clients ranging from Start–Ups to Blue-Chip organisations on a multitude of different projects. The one common factor in all of these campaigns was our ability to listen and understand the needs of our customer and then deliver results to support their goals.

People and technology

Two elements of effective contact centre outsourcing that, for Office Response, go hand in hand. Our agents are trained and coached regularly to ensure your callers have the best possible customer experience. Every call we handle on your behalf is focused on your business objectives and goals. Since starting trading in 1999 we have continuously invested in the latest technology to ensure that our agents, your callers and ultimately you and your stakeholders are fully supported.

Resources

Depending on your objectives and call volumes your calls can either be handled by a dedicated team working solely on your project or by a trained generalist team who will work for more than one client. Your account manager will work closely with you to determine what best fits your needs at the start of your campaign and during its progress. We are totally flexible and can react very quickly to increases and decreases in call volumes.

Performance analysis and measured results

"Your advertising and marketing strategy is useless without one important factor ... measured results."

Reports can be produced on a daily, weekly or monthly basis in a range of formats and applications suitable for you to analyse. Data can be interrogated on factors including peak call times, length of calls, where the caller rang from, call volumes, data captured during the call and many other variables. We can offer advice on effective call scripting, data capture and performance analysis giving you the edge over your competitors.