Outsourced customer operations, around the clock
We operate 24/7 contact centres for our own travel and packaging brands. The same facilities, systems and training are available to client businesses in the UK, US, Canada and Australia.
- UK
- US
- Canada
- Australia
- 24/7
- Coverage across four markets
- 400+
- Specialists across the group
- Own brands
- Supported by the same operation
An operation proven on our own brands
Our contact centres were established to manage peak season for our travel brands and our packaging operation, where every missed call represents a lost booking and a dissatisfied customer.
That same operation is available to clients, including specialist back-office support for healthcare practices. Teams are trained on your products, answer in your name and work to your business hours.
Capabilities
What this service covers
The core capabilities this team delivers for its clients.
Inbound customer support
Order, booking and service enquiries answered under your brand, following your escalation procedures.
Outbound and tele-sales
Lead follow-up, renewals and structured outbound campaigns with call quality monitoring.
24/7 and out-of-hours
Coverage across UK, North American and Australian business hours, including overnight and weekend cover.
Multichannel handling
Phone, email, live chat and social media enquiries handled by the same trained team.
Healthcare back office
Medical billing, coding, prior authorisation and patient scheduling for healthcare practices.
Quality and reporting
Call scoring, response time reporting and a monthly review with a named account lead.
How it runs
How we deliver
A clear four-stage process, with a named point of contact at every stage.
Scope and volumes
We size the team against actual contact volumes and your service level target.
Build and train
Agents are recruited and trained on your products, tone of voice and systems before going live.
Pilot
A defined channel or shift runs first, so that quality is demonstrated against agreed measures.
Scale and review
Headcount adjusts with seasonal demand and is reviewed monthly against reporting.
Who this is for
Who we work with
How this service supports each type of client.
01
Growing businesses
Add a trained support team without establishing your own contact centre.
02
Seasonal operations
Increase headcount for peak periods and reduce it afterwards, without redundancy costs.
03
Healthcare practices
Billing, scheduling and front desk cover, so that clinicians can focus on patient care.
Delivered by
The brand behind this service
Each brand trades in its own right, with its own website and customer relationships.
Questions
Frequently asked questions
Clear answers to the questions clients ask most often.
Explore further
Our other services
Speak to our BPO team
Share your scope, timing and budget, and we will advise whether this service is the right fit.