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CONTACT CENTRE SERVICES

These days’ organisations are fully aware of the importance of running seamless contact centre services and are now investing in newer technologies to improve customer satisfaction. Outsourcing call centre services is not a new corporate strategy.

Initially, companies related to the information technology used to mainly outsource contact centre services but things have changed over the past few years, now big organisations have happily partnered with third-party providers to reduce cost, increase efficiency and improve the quality of business processes ranging from the simplest of transactions to their core competencies.

inbound contact centre UK

Why Outsource Contact Centre Services

it is estimated that about 40 percent of Fortune 500 companies outsource at least some of their core business processes to a third-party contractor.

As we know, most companies don’t have the staff, tools and budget to meet their customers’ expectations of call centre service. According to a recent survey, 51% of customers expect a response to their complaint or query in less than five minutes when they call a company so catering to such needs is not an easy task and this is where a business process outsourcing call centre comes in

Cost Reduction

It is a well-known fact that outsourcing contact centre services can cut down on your in house expenses as you do not have to invest in purchasing software or hiring a team of agents.

Saves Time

Companies opt for outsourcing contact centre solutions because they do not have to designate a certain employee to offer customer support. They let their employees focus on core departments instead.

Improves Call Quality

Outsourcing contact centre services mean hiring a company that specializes in that field. This way the call quality improves as your customers are handled by trained agents.

24/7 Service

Contact centres usually offer a service 24 hours a day without taking a single day off for a better customer experience. This way your customers always get a response.

Call Analysis

Contact centres usually have a designated quality control department that collects data and monitors call handling in order to maintain a high standard at all times.

Core Departments

Keeping clients happy is not an easy task. Businesses that handle customer care often face difficult situations with their clients as their employees have to multi-task by working for other departments too. Outsourcing a contact centre can help businesses focus on their core areas without having to worry about their clients.

Trained Agents

Contact centres train their call centre agents according to your business needs. Highly trained agents can increase customer retention and resolve client queries faster.

Final Thoughts

If you wish to grow your business, you must think about keeping your customers happy. Outsourcing contact centre services can guarantee cost reduction, increased client retention and increased profits. It is a win-win situation for your business so outsource your customer service today.

200

number of employees

06

services we offer

31

number of clients

05

year’s of experience 

What Our Client Say

Trusted by more than 31 customers

Client
CEO
We were nervous about outsourcing our overflow calls and live chats but c2o made it extremely easy. The agents quickly learned our system and they have dealt with our customers quickly efficiently and professionally from day one. I would definitely recommend.
Client
CEO
They are very reliable and do a great job. c2o team is committed to transparency and finding ways to address any obstacle that they meet. By working in partnership with c2o we have been able to achieve savings of approximately 60% without any erosion to the customer experience.
Client
CEO
During challenging times for our business, this service enabled us to save considerable costs without having to compromise service delivery. Service quality is paramount to us and this has been delivered professionally from the agents to the management and support teams that are available 24/7.
Client
CEO
To cut costs, we wanted a call centre with real time engagement and customer support. Glad we chose this company as our customer retention rate has increased.
Client
CEO
We have been working with them for over 3 years and our company has grown exponentially with the help of their services.
Client
CEO
The onboarding process is very professional. All the instructions were given beforehand and explained in detail.