Contact Centre

In an age of instant digital feedback from customers, at Tennyson we know how important every customer touch point is to your brand. Our outsourced customer contact centre ensures those precious customers receive the very best experience. 

During this current climate, customers are feeling increasingly frustrated by automated messages and long hold times. Picking up the telephone and expecting to speak to a human being, quickly, shouldn’t be an out of the ordinary request.

Here at Tennyson, we provide a fully implemented contact centre to triage all elements of customer contact. From inbound and outbound telephony; email; social media; live chat and anything in-between, we’ll ensure your customers get quality, human responses in a timely fashion, leaving them with a fabulous impression of your brand. Use us as overflow at busy times, or as a completely disaster-proof permanent contact centre solution.

We can set up the infrastructure to handle call volumes and traffic, with detailed and regular reporting to ensure we deliver beyond the KPIs you expect. We can integrate with your existing solution or build from the ground upwards for you. And when we’re ready to go live, we’ll deploy our quality curated customer experience team, who will live and breathe your company ethos.

We can build metrics and measures into the solution to your needs, including telephony performance targets, NPS and mystery shoppers if required. We provide ongoing training and development with our highly valued, GDPR compliant team and are happy for you to be as hands on or off as you wish to be.

Our solution includes:

• Working with you to ensure we deliver the ethos of your brand;
• An experienced, accessible campaign leader to work alongside you and your company;
• Added value through customer feedback and upsells (where appropriate);
• End to end customer journey mapping to ensure no touch point is missed;
• Organised work ethics and systems to ensure customer promises are kept;
• Regular reporting and viewpoints to see telephony/contact performance;
• Resourced queue and contact centre management;
• A carefully curated team, based on personality, trait and skill, to represent your brand;
• GDPR compliance and ongoing training and support for the team;
• Escalation process for complaints;
• A unique environment, far removed from the traditional “warehouse” contact centre;
• A healthy blend and carefully balanced mix of remote and office working;
• An adaptable and flexible solution to your needs;
• A wealth of experience from our work with some of Britain’s biggest brands;
• Flexible approach to ensure we are available whenever you need us.

Whilst you focus on what’s really important this year, you can rest assured your customers are being looked after.

To find out how Tennyson can deliver a seamless customer experience at every touch point, please complete the form...