- Overview
The Customer Experience Consortium is a global player in Business Process Outsourcing and Inbound and Outbound Contact.
We offer a high quality global service with hundreds of qualified agents in consortium member companies in countries all over world with the option of using both customer equipment and cloud based services. This combined the economies of scale we are able to tailor services that managed in Europe and America but operate globally providing world class standards and low cost solutions to major companies.
Our global operational model means that clients can be confident that the quality of customer experience is consistent and the quality monitoring meets the same standard as in-house operations. The consortium has partners in many countries and is growing all the time.
Members have to meet the same operational requirements from security of data to staff monitoring practices and benefit from Standards Management which comes from the Customer Experience Foundation. Our services include standard offerings from Global Cloud Based Service Providers like Salesforce.Com through to highly tailored support propositions for clients like fraud alerts on customer equipment housed in separate secure premises with separately managed staff.
As a Global Consortium we are able to offer disaster recovery and other resilience services such as overflow at very competitive rates.
Because we operate to Customer Experience Foundation Standards we offer the most highly trained staff at the most competitive rates managed both locally and globally by some of the leaders in the delivery of contact for the last 30 years.
- Outbound Calling
Business to Business Services & Business to Consumer Services
Specially trained agents who have all completed a month of specialist business English for Call Centres training and passed the Customer Experience Foundation Business English for Call Centres Certificate prior to product training. This is the highest standard English language course designed for Call Centres. We offer a range of services including:
Lead generation
List cleaning
Hot lead transfer - where we deliver live leads direct to your sales team together with data.
Outbound fault management
Outbound Calling for web site support
Customer Surveys
Appointment setting
Outbound for call avoidance
Mystery Shopping Campaigns
- Inbound Calling
Business to Business Services & Business to Consumer Services
Specially trained agents who have all completed a month of specialist business English for Call Centres training and passed the Customer Experience Foundation Business English for Call Centres Certificate prior to product training. This is the highest standard English language course designed for Call Centres. We offer a range of services including:
All major languages
Out of hours coverage
Business Process Handling (full process or part)
Phone Call
Video Conferencing or chat via web site or support for Skype etc
Text
E-mail
Web Chat
White Mail
Site monitoring (Social Media, Chat Rooms, News, Media, Market Monitoring, etc)
Quality or Trend Analytics
- IT Services
IT Management and Development Services
Consortium Members provide a range of services from hosting and alarm management through to development work in a verity of different applications from Web Development through to Network, CTI and other platform. The consortium can provide full telephony from ACD VOIP IVR CTI Dialling and other hosted solutions to complete business process hosting and or development.
We provide all the key elements of Programme Management & delivery from requirements capture to business stake holders sign off.
We have strong relationships with key supplies allowing us to gain economies of scale.
- Membership
Consortium Members
Consortium Membership saves you money and makes you more profitable and it provides:
World Class Training & Assessment programmes - for all levels of the business from Agent to Call Centre Manager (at discounted rates).
Shared Resources - This ranges from platforms like speech analytics and cloud services like CRM to shared technical and management expertise. The foundation takes a key role in providing best practice support.
Shared Databases - The Consortium has access to very large consumer and business databases across global markets.
Shared Disaster Recovery - This is a standard part of the strength of consortium membership
Shared Marketing - The consortium acts a marketing and services delivery manager to the member organisations currently processing more than 40 service opportunities for more than 5000 seats and business processes.
Access to new customers - As part of the world famous Customer Experience Foundation you will be offered work that you would not be able to bid for as an independent operator.