Outsourcing

When you talk, we listen. Our outsourcing services are shaped around
your business. So whether you are looking at value for money,
improved delivery times, efficiencies or better customer relationships,
we can deliver it.

Why New Call?

We know you need partners you can trust to help you get ahead of your competition in a global market place. We can help you work fast, seize new opportunities, embrace innovation and improve customer service. At New Call, when you talk, we listen.

Our comprehensive outsourcing services are shaped around the way you do business. They’d designed for you and your customers, no matter where they are in the world. By listening first, advising second, we tailor our services to your exact specifications.

What we can offer

UK based call centre
Operating 7 days a week
Open 365 days a year
Personalised & Branded Customer Care
Apprenticeships
Reliability
Personal/Professional services
On site QA & training
Industry Expertise
Key relationships within the business sector
Managing Social Media Channels

About Us

We’re a young, fast-growing business with an international focus. Our main contact centre is based in Nelson, Lancashire, UK, staffed with highly trained, expert call handlers. We have offices across the globe including in New York, The Hague, Milan, Paris, Frankfurt, Dubai, India and our head office in Covent Garden, London where our operations, finance and marketing teams are based.

How does it work?

We handle your calls as though we were based in your own contact centre, personalised and branded to your needs. Work with us to develop a call strategy or simply tell us the information you need to capture from every call and that’s exactly what we’ll do, every single time.

Your dedicated team does precisely what you need it to do: take messages, transfer calls to relevant people or departments, answer your calls, queries and questions in a timely and efficient manner via your own dedicated customer service desk and much more, 7 days a week, 365 days per year.

Value Maximisation:

Optimising value and maximising every call. We ensure every person that calls is attended to promptly and cared for professionally and accurately.

We have the customer service experience you need. We can guarantee our agents will put your customers first.

Deflection:

Reducing the number of enquiries through self-service channels; providing customers with an easy-to-access point of contact; promoting proactive communication.

We have the resources to handle multiple points of contact for your customers, meeting customers’ needs and helping them resolve their queries.

Optimisation:

Streamlined call optimisation using a combination of advanced technology and unique features tailored to your needs.

With very little wait time, fewer selections on our IVR and tailored technology, we guarantee customers receive a hassle free, quick and easy greeting.

Taking care of your customers and business

Here at New Call, we put your customers and your business first. From customer support enquiries to complaint handling, our inbound call centre team exceeds customer expectations every time.

Open 7 days a week, 365 days per year, and with a constant focus on training, coaching and development, we are your brand ambassadors – a friendly, mature and experienced customer-facing partner.

Customer Services

Our friendly customer service team are trained to deal with a wide variety of queries, going the extra mile to ensure the perfect service.

Quality Assurance QA

The QA team are responsibly for accessing the agents on their customer handling, making sure information is correct, functional and provides the correct remedy. With a 95% pass rate, all our agents are given the care and facilities they need to help them within their job.

Social Media

Our social media team manage your Twitter, Facebook and other social media accounts, maintaining positive comments and increasing your followers and fan base every day.

Faults Support

With experienced technical agents, our customers receive a first-class service that aims to resolve all faults in just one call.

Correspondence/ Compliance

Our compliance team are highly experienced experts who have progressed through each department at New Call. Less than 0.01% of complaints are escalated to Ombudsman services.

Technical Support

With a 24-hour international service team, we have access to highly skilled service desks technicians for resolution to both end user and infrastructure issues.

New Call also has in-house Credit Control, Billing and Retentions teams, assisting employees and ensuring a smooth, professional service.

Compliance

Your customers at the heart of everything we do. We ensure we protect their data at all times. We strictly adhere to all OFCOM regulations and comply fully with the Data Protection Act.

New Call has a dedicated, experienced team on hand to deal with complaints across all sectors of our organisation. With intense training schools, years of service and complaint handling experience, agents work hard to resolve all difficulties.

On the very rare occasion that complaints are escalated, our dedicated team work closely with the Ombudsman services to ensure an early and mutual resolution.