Customer Support Outsourcing

Customer service is one of the most important touchpoints between your business and its customers. The quality, speed and consistency of every interaction can influence customer satisfaction, retention and ultimately your reputation.

​

At the same time, running a large customer service operation in the UK can be expensive.

 

Kalman & Co provides outsourced customer service and contact centre teams to UK businesses, giving you access to trained and experienced customer support professionals at a more competitive cost.

 

Our teams can support both inbound and outbound customer service, working as an extension of your business and following your processes, systems and brand standards.

​

Inbound Customer Service

 

Give your customers access to knowledgeable support when they need it.

Inbound customer service teams can handle calls and enquiries across a range of customer requirements, from general questions and account enquiries through to more complex issues requiring detailed product or service knowledge.

We place particular emphasis on training, processes and knowledge management. Our teams can be trained on your products, systems, policies and customer journeys so that agents can quickly identify the right information and provide appropriate responses.

​

Outbound Customer Service

 

Outsourced outbound teams can support a wide range of activities, including customer follow-ups, appointment setting, customer retention, surveys, lead qualification and other customer engagement programmes.

This gives businesses additional capacity without the cost of building a large permanent outbound team in the UK.

​

Customer Service & Chat Support

 

Customers increasingly expect businesses to provide support through multiple channels.

Our outsourced teams can support phone, chat and other digital customer service channels, helping businesses provide a consistent customer experience while managing operational costs.

​

Structured Training & Quality Control

 

Effective customer service outsourcing is about much more than answering calls.

We focus on building teams around your business processes, including:
 

• Product and service training

• Customer journey training

• Call handling procedures

• Knowledge bases and navigation processes

• FAQs and response frameworks

• Escalation procedures

• Quality monitoring and performance management
   

The result is a customer service operation that works as an extension of your business rather than simply an external call centre.

​

Why Outsource Customer Service?

 

Outsourcing can help you:
 

• Reduce customer service operating costs

• Access a larger pool of trained customer service professionals

• Scale your team as customer demand changes

• Extend service capacity without increasing UK headcount

• Improve response times and customer coverage

• Free your internal team to focus on higher-value activities

• Maintain consistent processes and service standards
   

Whether you need additional support during busy periods or want to outsource your entire customer service operation, Kalman & Co can build a solution around your requirements.

Looking for a more cost-effective way to deliver excellent customer service? Speak to Kalman & Co about your outsourcing requirements.