Our call centre services are separated into two distinct disciplines: sales and customer service. Each area has its own dedicated team of call centre specialists. Read the section below to find out more on the services that we offer.
Outsourced Call Centre Services Company
We are proud to be one of the leading providers of outsourced call centre services in the UK. Our team of over 250 call centre agents are experienced and passionate about delivering exceptional results in everything that they do. Whether you decide to partner with us for customer service, inbound sales, outbound services or pick & pack fulfilment, your business will be assisted by our talented teams. The breadth of experience that we have gained across multiple sectors has earned us our great reputation across the call centre industry.
We are trusted by established national UK brands to deliver exceptional results, including the Department For Education, Maritime & Coastguard Agency and Hampshire County Council. We also have numerous brands that are less well known such as Nature’s Range, Sterling Health and Skinshop to name a few. Discover how we have helped with their requirements on our case studies page.
If you are looking for a professional and experienced call centre services company, why not get in touch with our team of specialists? We are ready to help your business excel. Complete our contact form or call us on 01794 230 230.
AI Call Center Services
We deliver professional call centre services that make use of AI technology but are led by skilled and experienced customer service and sales. We currently use AI technology including advanced chatbots and speech recognition with AI-powered sentiment analysis to drive efficiency gains for clients.
While we recognise the potential of AI technology, we are also realistic about its capabilities and aware of its limitations. We are excited about the latest AI innovations but resolute in that we will use AI where it has the potential to enhance our services and contribute to our reputation that we have earned for providing world-class service to some of the UK’s leading brands. Consistently delivering world-class service cannot be achieved with call centre AI technology alone, so skilled and experienced human call centre agents remain critical to this. By choosing Impact as your call centre outsourcing partner, you will gain a professional partner that utilises the best capabilities of AI but uses human call centre agents to consistently deliver exceptional service.
As a call centre, we are excited by the future of AI and look forward to adopting further AI technology in our outsourced customer service and sales solutions. We are well placed to make the most of these new technologies with our own in-house IT and technology department. Why not get in touch with us and explore how AI technology and human call centre agents can help you deliver world-class service? Call our specialists on 01794 230 230 or complete our contact form.
Excellent customer service is essential for every business that wants to build and retain customer loyalty for the long-term. Delivering this level of customer service consistently requires a world-class customer service team that can manage the unexpected and solve problems in a creative and customer-friendly way. Our customer service outsourcing team manages customer service operations at scale for established national and local brands. We are chosen by respected companies as their customer services partner due to our professionalism and extensive experience across multiple sectors.
Our team are at the heart of our customer services offering. Every agent is trained and experienced at engaging with customers and delivering positive outcomes. When your customers speak to one of our call centre agents, they will be interacting with someone that has an in-depth knowledge of your company, products and services. The result of this intensive training is industry leading customer service that will help your company to standout in what can often seem like a world of poor customer service. This gives you a competitive advantage that few of your competitors will have or be able to match. Find out more about our outsourced customer services offering and get in touch with our team.
Many consumers that call a business expect a quick response to their query, this is especially the case when they are ready to buy from your business. When a customer calls your business, are you ready to answer them? If you are not ready, you are likely to lose a valuable sale to a competitor. It is easy to become busy with your day-to-day operations and for call answering to become a lower priority. Our inbound call centre is skilled at answering incoming sales calls and converting sales opportunities into sales. If you need an inbound sales partner that can interact with your customers and improve your sales, then look no further.
Our world-class inbound call centre can provide a dedicated team to answer incoming sales calls for your business. Impact call centre agents are renowned for their empathy, product & service knowledge, and skills, which deliver exceptional business results. Imagine having a skilled and experienced team helping you to maximise all inbound sales enquiries. Each call centre agent works within our soft and structured approach to inbound sales, which results in engaging and meaningful customer interactions. Creating long-term customers for your business and working to achieve ambitious sales targets is our priority. We are ready to help your company grow, improve customer loyalty and achieve your business goals.
Outbound sales can be challenging to secure and they require a specialist skillset in order to drive sales growth. When someone from your business calls potential customers, have they prepared for a friendly yet productive conversation? Our outbound call center team are adept at establishing great relationships with customers and securing the business outcomes that you are striving for. Adopting a natural approach that is engaging and professional delivers the best results during outbound calls. Businesses trust our trained and skilled outbound call centre agents to deliver their outbound projects at scale.
We are an experienced outbound call centre that specialises in outbound sales/telesales, appointment setting, surveys, data cleansing and consent gathering. By choosing us, your business will benefit from a refined and successful outbound sales approach based on a ‘structured not scripted’ style. This approach is proven to deliver excellent results across a variety of sectors and avoids any form of pressure sales. Our industry leading combination of highly skilled, highly trained people, processes and systems make us the outbound call centre of choice for many UK brands. Why not find out more about our outbound sales offering and get in touch with our outbound specialists to see how we can help your business secure sales?
Professional pick, pack and fulfilment is critical to the success of many businesses including DRTV companies, eCommerce brands and traditional retailers. Our sister company, Merlin Fulfilment has over 20 years experience in fulfilment services with over 75,000 sq ft of warehousing space available to our clients. The Fulfilment team employ our proven four step pick and pack process to deliver excellent results. We have the required space and expertise to meet your pick and pack requirements and manage any drop-shipping. Our company is integrated with the major parcel delivery companies and can secure highly competitive rates for business packages from these companies as well as Royal Mail.
Finding a professional and reliable pick, pack and fulfilment outsourcing partner can be a challenge, but not when you choose to partner with Merlin Fulfilment. We have a track record of success in delivering an excellent service that harnesses the power of our great people, efficient processes, and innovative technology. Many businesses choose to work with us if they are experiencing rapid growth and they need to scale their operations to meet rising customer demand. Our service is unique in that we provide a truly integrated end to end solution with our UK based call centre taking care of your inbound sales and customer services requirements if required. Discover more about our pick and pack fulfilment services.
Artificial Intelligence (AI) At Impact
Artificial intelligence (AI) is playing an ever-greater role in many sectors, including the call centre sector. At Impact, we provide world-class outsourced customer service and sales solutions to some of the UK’s leading brands. In order to continue delivering world-class service and delighting our clients’ customers, we strive to be at the cutting edge of technology. We believe that AI performs at its best when managing simple service interactions and supporting frontline customer service and sales agents by providing them with key insights that help deliver world-class service. AI often excels at handling simple interactions quickly and efficiently, which can help call centre agents focus on complex queries and involved customer interactions. It is also adept at delivering support to call centre agents by uncovering insights in real-time, which helps agents on their journey of continuous improvement so they can delight customers and deliver positive outcomes.
While AI clearly has potential, we believe that it is best used in close conjunction with skilled and trained call centre agents to deliver the world-class service that our clients’ customers expect. AI empowers our agents to understand the customers that they serve by anticipating their requirements and enabling personalisation during interactions. The continuing development of AI presents a wealth of opportunities, from AI-powered decision making through to the potential of predictive analytics and automation. We will look to employ these AI technologies as they develop guided by our clear focus on helping our trained and skilled agents deliver exceptional service. As a call centre, we remain committed to delighting our clients’ customers and helping our clients grow their businesses in size, profitability and reputation.
Find out how our UK-based outsourced call centre can help your business with outsourced customer service or sales, by calling 01794 230 230 or completing our contact form.
Our Outsourced Call Centre Services Team Are Ready To Help
If you are looking for a call centre services partner with a team that delivers excellent results, get in touch with us. Our teams are ready to help you with your call centre requirements. Call us on 01794 230 230 or by complete the contact form below.
We Are Trusted By National Brands
If you choose to partner with Impact, you will be in great company with some of the UK’s leading brands. Impact is trusted by national businesses across a diverse range of sectors many of which have used our expertise in customer service, sales and pick & pack fulfilment. Discover more about how we have helped with their business requirements in our case studies section.
