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Inbound
Outbound
Sectors
Technology
Our Range of Call Centre Services
Confero's live inbound and outbound call centre services can be delivered using either our Bureau team (a shared desk facility), our Dedicated team (deployed solely to handle customer interactions for a single client), or using a blend of both.
The decision on which service to use will depend on a variety of factors, primarily the volumes of customer interactions required, the nature and length of each transaction, hours of service, blend of inbound to outbound requirements, and the level of expertise to handle each query.
As a rule of thumb, if the volumes are unpredictable, and/or likely to be less than 150 customer calls or interactions per day, the Bureau service would be the recommended solution. If volumes are likely to be greater than 150 interactions per day, the Dedicated service, or the blend of both would be recommended.
Bureau (Shared Desk) Service
This is a shared desk resource that can answer inbound calls. Client can present Confero with all of their calls, or just overflow, out of hours and weekend calls. Bureau agents will be trained in handling all customer queries and the service is scalable to accommodate peaks and troughs in demand. It is most suited to handling up to 150 calls per day and is chargeable on a per second basis.
Dedicated Service
Confero's Dedicated team would be deployed to handle customer interactions on behalf of a single client - these can include inbound call handling, outbound telemarketing/telesales, email response, web chat or fulfilment. Dedicated agents can be comprehensively trained to interact with external client systems and handle all eventualities. The team are accessible to the client at all times and are often the primary public facing team for a business.
Inbound Call Centre Services:
Overflow / Out-of-Hours
A service that supplements your own Call Centre and Contact Centre facilities,
offering extended opening hours and increased call capacity that is cost effective for you.
Further information on Overflow / Out-of-Hours services
Brochure lines
A response service for material such as brochures, information packs or application forms.
This service can be provided by live agents or our automatic Speech Recognition solution.
Further information on Brochure line services
Credit Card Order Lines
Live CSRs taking telephone orders for direct sales ranging
from one-product one-price to multi-product multi-price offers, including handling the credit card transactions.
Further information on Credit Card order line services
Helplines
CSRs, aided by comprehensive product training and access to knowledge databases,
will answer queries and provide help within a customer support environment.
Further information on Helpline services
Product Recall
A service that can be set up within 24 hours in an emergency, offering live support to customers with defective product, responding to national media campaigns.
Replacement product can be sent to customers in conjunction with our fulfilment service.
Further information on Product Recall services
Nearest Store, Branch or Dealer
Callers are given information and directed to their nearest branch or local stockist through
an as the crow flies postcode recognition system. Calls can be handled live by our agents,
or using our automated Speech Recognition service.
Further information on Inbound Nearest Dealer services
Outbound Call Centre Services:
Outbound telemarketing
We specialise in running outbound campaigns such as telemarketing, telesales,
lead generation, market research and database cleansing as well as follow up calls generated by inbound work.
Scripts are written in close collaboration with clients to ensure maximum effectiveness.
Further information on Outbound Telemarketing services
Appointment setting
Confero has experienced teams that can canvass potential customers to arrange appointments
on behalf of your sales representatives.
Further information on Appointment Setting services
Follow up calling
Following direct advertising or marketing campaigns,
every respondent can be contacted with a remit to convert them to a customer.
Further information on Follow up calling services
Reactivating existing/dormant clients
Telephone, letter and email campaigns to update and reactivate existing or dormant clients on your database.
Further information on Reactivating existing/dormant clients
Industry Sector experience:
etailers-Retailers
Confero specialises in helping etailers to manage their customers more effectively.
Through its 24/7/365 service, Confero can answer queries, take credit card orders,
direct customers to their nearest store, provide information and capture customer
details.
Further information on etailers and Retailers solutions
Automotive
Confero's outbound automotive team, specialise in providing customer acquisition
and retention services to automotive dealerships.
Further information on Automotive solutions
Financial Services
Confero's call centre business is regulated by the Financial Services Authority (FSA)
and holds a Consumer Credit Licence. Confero is thought to be the leading call centre
provider of outbound lead generation services to the sub-prime financial services sector.
Further information on Financial Services solutions
Technology and Other Call Centre services:
Speech Recognition
Using the latest technology, our Speech Recognition solution captures caller details,
which are then automatically converted to data, ready for processing and fulfilment.
No live agent intervention is required, so call handling costs are dramatically reduced.
This service can be typically used for services such as Brochure Lines and Nearest Dealer.
Further information on Speech Recognition services
Integrated Voice Recognition (IVR)
Primarily an automated backup facility to capture caller details,
which are then transcribed to the client database for actioning.
This service can also be utilised for competition and information lines.
Further information on Intergrated Voice Recognition services
Fulfilment services
A range of services including personalised mailings, the handling of high volume literature
mailouts, sending of replacement product recall
items and the provision of redemption facilities for coupons, competition forms etc.
Further information on Fulfilment services
Call Centre Hotel
A new concept where you can take fully featured Call and Contact Centre space as you need,
on a short or long-term basis. We provide a highly flexible and cost effective service,
with a level management to suit your requirements. All this with no capital outlay to you.
Further information on Call Centre Hotel services
Non-geographic numbers
A range of 0800 freephone, 0845 local rate, 0870 national rate and 090 premium rate numbers are available.
Reporting is also available, offering live call statistics and important marketing data.
Further information on Non-geographic numbers
To find out more
With Confero having FSA authorisation and DMA membership,
as well as holding a Consumer Credit Licence, clients can be confident of a service that is quality, target and process driven.
For any queries, please call 0800 083 3232, or contact us by email
Our brochure
Read and print the Confero brochure online - you can also request a copy to be sent to you by post.
View and print the Confero Call Centre Solutions brochure
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