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Outsourced Call Centre Services
Confero's live inbound call handling and outbound call centre services can be delivered in two specific ways dependent on the requirements of each client. A Bureau (or 'shared desk') facility or a Dedicated team that is deployed solely to handle customer interactions for a single client. For complete flexibility and a fluid approach to your needs, we can also offer you a blend of both the Bureau and Dedicated services.
Deciding on which service will suit your particular business needs depends on the volume of customer calls - both inbound and outbound - emails and fulfilment services required. It's also largely dependent on the duration of each of these 'transactions', the hours of service, the blend of inbound to outbound requirements and the level of expertise required to fulfil each enquiry we receive.
Bureau (Shared Desk) Service
As the name suggests, this is a 'shared desk' resource meaning that our agents work across a number of client accounts and answer your inbound calls as and when they come in. This service is particularly suited to those who want to present Confero with all of their customer service calls, or just overflow, out of hours or weekend calls.
Each of our Bureau agents will be trained - either by Confero in conjunction with our training department or by the client - in handling all your customer enquiries and are fully conversant in understanding what core messages each individual business needs to get across to its customers.
In addition, if you have a rough idea of call volume and we can forecast in advance the numbers our teams will be expected to take, our Bureau service has the ability to easily handle 1000's of calls per day. Your account manager will advise which of our Bureau or Dedicated services is most suited to your requirements.
Our pricing structure for the Bureau service is on a 'per second' basis, so effectively you are only charged when we are responding to a call from one of your own customers.
“Also I would like to congratulate you on your excellent quality of emails ... your email and telephone contacts are really accurate in terms of information.”
... Director of one of our e-tailer clients
Dedicated Service
A Dedicated service is exactly that; a full-service operation dedicated to handling customer interactions on behalf of one single client.
A Dedicated service includes some or all of Confero's services - including inbound call handling, outbound telemarketing / telesales, email response, web chat or fulfillment. Our agents are comprehensively schooled in your business' activities and respond professionally and efficiently to all eventualities. In addition, they can be trained to interact with external client systems and are considered by both our blue-chip and SME clients to be the primary public face - or voice - of your business.
Inbound Call Centre Services:
Customer Services
By outsourcing your Customer Services department to Confero, we can offer your business - and indeed your customers - a professional, expert-level and bespoke 'turnkey' customer services operation designed for your business, whether Blue Chip or SME.
Further information on Customer Services and 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 capturing callers details 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
Highly trained customer service representatives (CSRs), taking telephone orders and caller queries from e-tail websites and media advertising. Credit and debit card order transactions can be handled quickly and efficiently.
Further information on Credit Card order line services
Helplines
Specialist helpline staff, aided by comprehensive product training and access to FAQ's and knowledge databases, will answer queries and provide help on behalf of our clients
Further information on Helpline services
Product Recall
If your business is in the unfortunate position of having to recall a product, outsourcing your call handling to Confero ensures your customers receive a professional, empathetic response that will both reassure them and allay their concerns. A live helpline service can be set up within 24 hours in an emergency.
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 FSA (Financial Services Authority)
authorisation and membership of the DMA -
Direct Marketing Association, our clients can be confident of a service that is
quality, process and target-driven.
For more information and to discover how Confero's call and contact centre services can add real value to your service offering,
please call 0800 083 32 32, or email sales@confero.co.uk
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
(150kb)