KCOM Contact Centres believe that delivering inbound services must be built on a foundation of delivering an excellent customer experience for the caller. It is an approach that has stood us in good stead, with some of our clients having been with us almost as long as we have been open. The types of services we provide vary from 'simple' customer service to data capture & order taking through to technical helpdesks. We have won both "Call Centre Manager of the Year" and "Frontline Customer Service Advisor of the Year" awards. So we understand that a desire for excellence needs to run from the top to the bottom of a contact centre if it is to succeed in consistently delivering a quality service that will keep our customer's customers satisfied.

KCOM Contact Centres has experience in providing a range of outbound services. We regularly conduct both business-to-business and business-to-consumer campaigns on behalf of our clients, and these have varied from just a few people calling to in excess of a 100 people. As well as being able to provide market research, appointment setting and data cleansing services, KCOM Contact Centres also has considerable telesales experience. And this capability has been recognised with a "Telesales Team of the Year Award". Our experience of telesales means that we understand the importance of building a relationship with the customer is key to 'getting-the-sale'. Or at least it is if you want to retain them.

The team at KCOM Contact Centres has been in the business of providing directory enquiries long before deregulation came into being. And this experience, coupled with a platform specifically designed to handle the unique demands of directory enquiry calls, has put us in an enviable position in the market place to deliver this type of service. KCOM Contact Centres has considerable experience of migrating live services as well as launching new services for our clients, and currently has over 20 clients with in excess of forty 118 numbers between them. This experience, dedication and commitment to providing a quality service have resulted in back-to-back "Best Wholesale Directory Enquiry Provider" awards.

In addition to call handling services, KCOM Contact Centres also provides a range of professional services, which include business analysis & process mapping, training, business change programmes and project management. And by having these skills available in-house KCOM Contact Centres is ideally placed to handle the most complex of client requirements. KCOM Contact Centres can also undertake standalone work where we will work with a client to assess and benchmark their existing contact centre operation. This can take the form of a multi-disciplined project over several months, or alternatively we can provide "Discovery Days" whereby we will provide a top-level analysis based on key performance indicators.