Leading outsourcing specialist CALLCARE has smashed its record annual turnover hitting £8.2m – a 20 per cent increase on the previous year – by combining emotional and artificial intelligence.
As the company continues to grow, it attributes its most recent success to a strategy built on innovation.
The business, which is part of the Isher Capital portfolio, has evolved its services to match the changing demands on contact centres, especially for non-telephone services and for greater quality customer service.
The business has spent two years refining its call management systems to create what it believes is the perfect blend between artificial intelligence processes and the emotional intelligence of well-trained customer service teams.
This includes the ability for operator ‘scripts’ to be dynamically updated with live information relevant to each caller to ensure fast and seamless service, helping to increase the quality of customer care.
In addition, £1.1m of the business’ overall growth has resulted from the launch of its non-voice, email management services, part of CALLCARE’s solutions for clients seeking to manage customer communications across multiple channels.
“Over the past 12-months we’ve worked hard to increase efficiencies in order to provide a more streamlined service for our clients,” said CALLCARE managing director David Bate.
“This has been greatly aided through embracing new technologies to develop not only our telephone services but also email and web chat management.
“In just one year, the results have been overwhelmingly positive, with a 20 per cent increase in revenue and a 30 per cent reduction in monthly costs for many of our clients.”
Offering businesses a cost-effective solution for the management of their customer experience, CALLCARE has been divided into three core areas. They cover incident handling, dedicated customer service teams and a switchboard and reception service.
In addition, the development of a new management model offers clients a dedicated team to handle the core of its customer communication.
This means they benefit from greater productivity due to staff becoming fluent in managing the client’s callers on an ongoing basis, which for many has seen a 30 per cent reduction in monthly costs.
Supporting this is a two-tier team structure during peak periods, which allows a larger team to manage initial enquiries before passing on the calls that require higher knowledge to those in a second-tier position. This system is managed by specialist technology built in-house.