Why UK firms should outsource customer care and overcome the myths
In today’s competitive market, UK businesses must balance cost efficiency with exceptional customer service. Outsourcing customer care offers a strategic solution, yet misconceptions often hold firms back. Here’s why it’s worth reconsidering, and why the common concerns don’t hold up. The case for outsourcing Cost savings are a key driver, as outsourcing to regions with […]
Unobvious things to prioritise in an outsourced contact centre
Outsourcing customer support is a strategic decision, but what should drive that choice? Many businesses focus on cost first, often comparing hourly rates. But the real question isn’t how much you pay per hour; it’s what you get for that investment. Cost per resolved issue is what truly matters. If inefficiencies slow down response times […]
Handling dramatic surges in contact volume
Because time is precious and we know that our clients cannot always be there to answer the phone. Woven offer a host of tailored call handling services that enable businesses large and small to capture every opportunity. Our bureau service, Woven with You, provides a seamless extension of our clients business, allowing them to focus […]
INDUSTRY SPOTLIGHT: The benefits of offshore outsourcing
We live in a connected global village and businesses are expanding their search for expertise beyond their country’s borders to benefit from global business services. Offshore outsourcing benefits businesses by allowing them to relocate office jobs to countries with lower labor costs but equal expertise, like South Africa. Benefits of offshore outsourcing Reduce capital costs […]
Contact centre outsourcing – Time to take a closer look
Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing and how to avoid ice-cream shops only selling vanilla… The current Coronavirus crisis has shown the importance of contact centres at this difficult time. When many organisations are looking to outsourcers for additional resource, […]
UK outsourcing rebounds as government spending increases
A rise in government spending saw the UK outsourcing market rebound in Q2 after a quiet first quarter, according to the Arvato UK Outsourcing Index. The research, compiled by business outsourcing partner Arvato CRM Solutions UK and industry analyst NelsonHall, showed that contracts worth a total of £938 million were signed by UK organisations between […]
Ventrica wins Gold at ECCCSAs
Southend-based customer management outsourcer Ventrica has won Gold in the ‘Best Outsourced Contact Centre’ category at the European Contact Centre & Customer Service Awards 2017 (ECCCSAs). Founder and Managing Director of Ventrica, Dino Forte commented: “We are absolutely thrilled and honoured to win Gold in this category. I am so proud of all the team […]
BA to ‘outsource more than 1,000 UK call centre jobs’…
A spokesman for British Airways (BA) has confirmed that the airline is considering outsourcing its UK contact centre operations in a bid to reduce costs at its Manchester and Newcastle sites. Branded “a slap in the face” to its employees by the trade union, Unite, BA – owned by International Airlines Group – has reportedly already asked outsourcing firms to assess the two call centre sites […]
