Why outsourcing to CallEEAST makes sense

In a world full of BPOs, Call Centres, Contact Centres, Customer Experience Hubs (and a variety of other names) all trying to grab your attention with how advanced their omnichannel options are, what great CX they offer, how many international clients they have blah blah it’s often tricky for decision makers to decide on who to put their prized assets (their clients) the way of. Let’s be honest here, most contact centres are the same – it’s just the name that changes (and the costs). Using CallEEAST however comes with a little bit of a difference.

All contact centres will tell you that they can help you make cost savings by helping reduce overheads and lowering operational costs through the removal of the need for staff, infrastructure, technology, rent, office space and employee perks (to name but a few). We’ll all tell you about the great customer service we can offer via trained professionals who specialise in ensuring the customer journey is a smooth ride, providing 24/7 cover so on top of great CX you never miss a call. If you need to scale up or down quickly, we can all do that easily by pulling from our bank of staff, allowing us to adapt and/or react to both seasonal and market trends without worrying about hiring (or worse firing) staff. We all help move your focus away from answering phones and queries and onto your core activities which ultimately helps improve your business and gets YOUR experts doing what you hired them for, while OUR experts do what they do best – keeping your clients happy. We’ve all got varying levels of technology and clever systems that will enhance the CX and streamline processes for you. All contact centres can be there for Business Continuity purposes. We’ll all offer you analytics, metrics and other reports along with a lot of statistics you didn’t even realise you wanted. 

What most contact centres won’t tell you is why you SHOULDN’T use them. “Why would you tell us this when you’re looking to get business from us?” is probably the first thought that’s going through your head as you read this. The answer is simple. CallEEAST are different and we pay equal attention to this side of things as well as all the positives, as only by acknowledging that they exist can we make sure we don’t fall into the trap of allowing them to happen and standards to slip. So what are the reasons?

• Quality Control & Brand Image. This is a biggie. When you chose to partner with an outside organisation you are passing the baton from your team to ours and entrusting us with your most prized possessions…and you don’t have oversight of every call. How do you know that your customer service is consistent? Are all the call handlers answering the phone and treating clients the same? Here at CallEEAST we pride ourselves on our collaborative working ethic. Before we launch any contracts, we will visit your offices and spend time with you and your teams, so that we get to understand exactly how YOUR company works and how your brand wants to be seen. We want to understand the relationship you have with your clients and how you interact with them. Sure we’ll offer suggestions as we chat, but we want the transition to be seamless and for clients to not even realise that the call taking aspect of your business has transitioned. We also regularly review our call handlers performance to ensure that they meet the expected standards consistently.

"Working with the CallEEAST team has been an absolute pleasure - it was vital that we have a collaborative, innovative and forward thinking partner who can provide support for policies/guidelines, is open to feedback and can provide regular updates especially in the launch period. Whilst we had a lot to learn in the first few weeks of launch, we were able to refine and improve our processes jointly. We look forward to continuing to work with CallEEAST to spread the awareness of Service and the vital out of hours service for our patients"

• Security Concerns and Disruptions. Handling sensitive customer information can pose risks especially when it comes to data protection and compliance regulations. We’re part of the East of England Ambulance Service Trust and as such we’re covered by all the security, compliance and data regulations that cover the 999 side of the things. This includes regular training and updates as well as the high level of IT support and security you would expect. We have stringent Business Continuity Plans in place to make sure that there will be no disruption to the service – we’re part of the Emergency Services after all….it wouldn’t be good if you couldn’t get through to us!

• Hidden Costs. Sometimes there can be hidden costs and little extras thrown such as costs for training, for the quality control, for managing the relationship between you and the contact centre. With CallEEAST we’re totally transparent on costs from the start. When we give you a quote its for the whole service. We’re also really flexible on when (or if) you want to make changes – We pride ourselves on our flexibility and commitment to customer satisfaction. As part of our service, we typically accommodate minor changes at no additional cost and if we do need to make a charge, we’ll keep them to a minimum and be open and honest about why and how much it will be so you can decide if you want to proceed.

• Feedback. Getting feedback from your customers (good or bad) can sometimes be tricky if you’re using an outsourced contact centre. After all, who are they going to complain to? The call handler! Sometimes this can get lost and not sent back to you as the client. At CallEEAST we know mistakes happen (rarely) and sometimes we have to tell clients things that they don’t want to hear. If this is the case we are always transparent with our stakeholders – if clients aren’t happy or if we’ve made a mistake we’ll hold our hands up, but we wont just sweep it under the carpet – we’ll always work to find a better solution for the client or tell you exactly why the issue arose and what we’re going to do to make sure it doesn’t happen again. 

‘Birmingham Community Healthcare NHS Foundation Trust have worked with CallEEast for a number of years. They work closely in partnership with us to ensure a positive patient experience for those accessing care and treatment via the Community Nursing Team. They are supportive and play a key part in service transformation and improvement across our service, and are quick to resolve issues and provide solutions as required’.

These aren't the only reasons you should pick CallEEAST….there’s two other MAJOR reasons you should consider CallEEAST as a partner.

Firstly – you’re partnering with the NHS, with is recognised and respected globally. Collaborating with us enhances the credibility and trustworthiness of your organisation. You can also carry the NHS branding as a partner on your site.

Secondly – We’re committed to making a positive impact by re-investing ALL our generated profit back into the East of England Ambulance Service to fund front-line paramedics, 999 call handlers, patient experiences and NHS innovations, meaning that by working with us you are directly impacting the community.