back to listings SME Profile: Impact Call Centre Ltd
Impact Call Centre Ltd
Unit 7, Romsey Industrial Estate, Greatbridge Road, Romsey, Hampshire, SO51 0HR
T: 01794 230 230 E: enquiries@impactcallcentre.co.uk W: impactcallcentre.co.uk
Welcome to Impact - The multi-channel call centre service specialists
24/7 – whatever your outsource call centre requirements,we are always very happy to help
Impact’s world class service in all areas of contact centre activities can benefit your business. We understand that outsourcing your sales and customer service requirements can be a difficult decision but entrusting your valued customers and brand to Impact’s highly proficient call centre could be the best business choice you ever make. You can be confident that Impact will communicate with your customers with the same professionalism and can-do attitude as you would yourself. We offer a wide range of contact centre services including:
- DRTV Sales
- Order Lines with Up-Selling
- Charitable Donations
- Customer Service
- Product Helplines
- Bookings and Helplines
- Telephone Answering and Message Taking
- 24 Hour Operation
- Telesales
- Telemarketing
- Continuity Programmes
- Lead Generation
- Appointment Setting
- Market Research and Surveys
- Data Collection and Database Cleansing
The key to Impact’s success at providing excellence in all call centre areas is our exceptional, in-house IT department. Delivering world class service whilst remaining competitive and efficient is of paramount importance and utilising the right technology has always provided us with the stable foundation from which to develop. Our IT systems are a key differentiator when comparing Impact with other call centres and the benefits to our clients are enormous.
Communication Channels: All services are provided across the main communication channels of inbound and outbound telephone, e-mail, web-chat, IVR and letter. Irrespective of the communication source, it is all captured on a single platform and previous information is always retained for future reference.
Software Platform: Impact uses a number of completely integrated software programmes which help us deliver information to our agents, monitor performance and provide complete visibility for our clients through reporting. These include:-
- SQL Server based CRM software for customer and order management
- PCIDSS compliant payment processing software allowing integration with multiple payment processors
- Market leading call centre software which allows us to customise:-
- Bespoke inbound screens for each client
- Skills based routing
- Call prioritisation
- Call optimisation using best time to call (BTTC)
- Call analytics
- In-built knowledge base for product information
- Customisable survey software for real insight into customer behaviour
- List management software for data extraction based on customer demographics
- Web services for push and pull information transfer between programmes
Reporting: Reporting is of fundamental importance to all organisations and Impact prides itself on delivering the right information at the right time whether the reporting requirements are standard or extremely complex. To do this we use Microsoft SQL Server Analysis Services (SSAS) and SQL Server Reporting Services (SSRS) platform utilising aggregated data across a number of sources to provide:-
- Real-time data 24 hours a day
- Integrated reporting from customer data, call stats and call lists
- Sales results by product, list, agent, time or bespoke
- Advanced questionnaires encompassing Likert scales, validated field entry, drop down selections and specific logic
Data is scheduled for delivery at specific times or access by clients on an ad-hoc basis via:-
- Reporting portal hosted on secure web servers
- SQL Reporting Apps such as Reports Pro for iPad and Iphone
- Sensitive data delivered via SFTP (secure file transfer protocol)
Hardware Platform: Impact’s hardware platform is also of the highest quality utilising industry leading products. We invest heavily in the latest technology to provide faster, more efficient services for our clients:-
- Avaya IP Telephony platform with dual servers
- Thin client distributed architecture
- Cisco network with resilient routers and hubs
- Virtual server environment
In-house Development: Using our team of six in-house developers we can quickly and professionally develop complex software solutions and bespoke IT requirements, working with a variety of technologies including C≠, .Net, SQL Server, ASP.Net and HTML. Impact’s IT department work to the same highly regarded and recognised standards as those implemented by large software houses.
Offering many years’ experience, Impact Call Centre has a reputation for excellence. Our expertise spans all disciplines of contact centre work and we successfully manage large volumes of communication across interaction channels of telephone, e-mail, white mail and web-chat. We pride ourselves on a professional, effective and high quality service with a “can-do,” flexible approach, from phone-answering to complex outbound, lead generation programmes. We are always very happy to share our expertise and experience with a continuous improvement programme to benefit your business. All our highly trained, professional call centre staff are based at our office in Romsey, Hampshire, and our 24 hour operation deals with clients around the world. Effectively utilising the technology and human resources available from Impact can make the difference between being a market leader or not so why not let Impact help to enhance and transform your business. But Why Choose Impact Call Centre?
- Knowledge, investment, attitude and experience
- Adaptable, flexible, “can-do” partner who will add value to every project
- Impact will deliver world-class phone answering service ensuring every agent has the right behaviour, knowledge and level of technical skill
- Dynamic service provided by a ‘small’ contact centre (150 seats +) with big contact centre knowledge, investment and capability
- Constant consultation given by whole team – we are there to help and support
- No complacency – we insist on continuous improvement
Impact passionately believe in the highest levels of professionalism and world class customer service, which leads us to actively train and target our agents on the best possible call value for both monetary and data led objectives. Our considerable success is largely due to the training and coaching that we invest in our agents which empowers them to deliver excellence in both sales and customer service whilst ensuring that they always represent your business and brand in a positive light.
Every interaction with clients, potential clients, suppliers or individuals is an opportunity to enhance a relationship, improve retention and increase revenue. Having the right skills in-house to achieve this is essential but if you don’t then this may be one of the many reasons why outsourcing your call centre and contact centre requirements to Impact Call Centre could benefit your business.
These are some of the numerous benefits to be gained from outsourcing:-
• Utilise specialist skills
• Benefit from the latest technologies without the investment
• Reduce costs – operational and infrastructure
• Easily scalable
• Measured results
• Take advantage of best business practice across industry sectors
• Provide visibility into business processes through standard and bespoke metrics
• Gain from up-to-date staff training programmes for continuous improvement
• Free up resources to focus on core business activities
• Increase sales and revenue
• Improve customer service
• Adaptable and flexible
• Extend operational hours
• Only pay for the exact amount of staff time used on productive activities
• 24/7 call centre service for International and Out of Hours sales and enquiries
• Don’t miss any sales or enquiry opportunities for your company
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