Contact Centre Solutions

As companies worldwide respond to increasing cost and efficiency pressures and the need to deliver meaningful, sustained, positive customer experiences, contact centres are favoured for business process outsourcing.

Business Process Outsourcing (BPO) involves relocating business processes that a company usually performs in-house to a third-party service provider, such as a customer care or contact centre, to carry out the services on behalf of the company.

Bytes People Solutions has over 20 years’ experience in people and business development. Our experience in analysing business processes gives us insight into the implementation of tailor-made business optimisation solutions. These solutions range from outsourcing and co-sourcing to off-shoring, depending on our clients’ requirements and the services and products related to the business task at hand.

Outsourcing, co-sourcing and off-shoring of non-core and specialist functions can lead to a host of benefits. The most crucial of these is the resultant freedom that allows an organisation to focus on its central operations and future growth strategies.

Our Contact Centre Services:

Telesales and Telemarketing

Inbound sales & response handling
Outbound Telesales & Telemarketing
Up-sell & Cross-sell initiatives
Lead generation & appointment booking

Customer Service

Help Desk
Inquiry Desk
Competition Lines
Data Cleaning
Account Queries
Complaint Management & Resolution Management

Customer Care

Proactive customer contact
Courtesy Calls
Welcome Calls
Satisfaction Surveys
Market Research
VIP Customer Programmes

Our Contact Centre Solutions:

Contact Centres

Full Outsource Overflow
Co- / In-Source
Inbound / Outbound
Technical Support Agents
Telesales
Digital Direct Sales
Email / Chat / Social
Retention
Back Office
Offshore

Training

Life Skills
Contact Centre
Quality Assurance
Workforce Scheduling
Consumer Protection Act
Telesales
Bespoke Solutions

Communications

Hosted / Cloud Engagement
Voice Recording
Connectivity
Headsets
Video Conferencing
Digital Signage
Peripherals

Customer Interaction Management

Mail Management
Knowledge Management
Voice Biometrics
Social Media Engagement
Web Self Service
Chat & Co-Browse
Speech Analytics
Workforce Optimisation

Professional Services

Health Check
Business Analytics
Workforce Optimisation
Management Dashboards
App Development
Customer Experience Analysis
Business Intelligence
Project Management
Content Development

OUR PEOPLE APPROACH

The Bytes People Solutions management model is built on the promise that our people form the cornerstone of our business. Our strong values and business interactions are based on the fact that we have the right people doing the right thing, at the right time. Our team members not only live our brand, but adopt our customers’ brand and identity; in fact they ‘live it’. The result is a seamless, consistent experience for the caller at every touchpoint.

We ensure that our agents are well supported, not only through a comprehensive induction curriculum, but also through ensuring that we have customised the training programme specific to our customer’s operation and into a format which not only achieves a high degree of knowledge retention, but fosters within our staff, the desire to live our customer’s brand. Before an agent makes the transition to a live operating environment, they receive specialised and dedicated attention within our agent development incubator.
In this environment agents are able to apply their new found knowledge at their own pace, under the guidance of experienced training and quality assurance team members. On completion of this development phase our agents move into the live environment with confidence and without any impact to the existing operation or to our customer’s clients. Outstanding performance is recognised through our Detailed Reward Programme. The agents in our contact centre take ownership for ensuring they are equipped to provide outstanding customer service.

Deciding to outsource your contact centre can be a game changer for your business. When you work with Bytes People Solutions the benefits for your customers and bottom line are substantial. From tailored processes and dedicated resources, our focus is on your unique customer service and business needs.