Contact Centre Solution

Multi-channel inbound and outbound services: telephone, email, SMS, web chat, social media

Multi-Channel Inbound and Outbound Solution: Voice, Email, SMS, Web Chat, Social Media

We offer inbound and outbound customer service solutions across all voice and non-voice channels. Ranging from blended on-site delivery to custom working from home solutions, we will tailor the service to your requirements to find the most cost-effective solution for you. Our experts will be an extension of your team, working with you to achieve your goals.

We have a preferred multi-channel provider setup and ready to transfer your calls and emails. If you wish to continue using your existing telephony or email solution, we can integrate our team to use your platforms. We have years of experience in effectively managing telephony and dialler systems to get the best contact to conversion rate while maintaining OFCOM compliance.

We can support your existing emails, live chat and social media campaigns. With a huge catalogue of responses and email templates we can adapt quickly for your business. If you prefer a more personal touch, our agents are trained to write descriptive, concise and friendly emails to improve the overall experience for your customers.

Scalable dedicated team and shared desk solution

TieTa’s inbound and outbound customer service can be customised based on your business needs and delivered as a dedicated team or Bureau (shared desk) facility.

Dedicated team:-

Our agents will focus solely on your business and your customers. With this dedicated approach, our team will be an extension of your business that can quickly scale up or down to meet operational demands. We listen to your business goals and we deliver customer service you would be proud of. Having a dedicated team may be right for your business if you have consistent volumes, work in a regulated environment or have specialist processes.

Bureau facility (shared desk):-

Our team will be trained on your processes, but they will also work across different client campaigns. This solution is perfect for any business that have sporadic or lower volumes across the day. Through the power of data, we constantly review peaks in campaigns to ensure that we have the right staff to deliver the agreed SLAs.

Overflow, out-of-hours and weekend support

Our service solutions are designed to add flexibility to your business by providing overflow capacity to your core customer service team or servicing your customers when your contact centre is closed.

Overflow 

Rerouting overflow will ensure you won’t miss any opportunities by abandoning calls when you do not have any agents available. This is most often the case when brief periods of high traffic are expected and using overflow is more cost-effective than scheduling additional agents.

When your Automatic Call Distributor (ACD) hits overflow trigger, all calls above overflow capacity can be routed to TieTa to minimise the abandonment rate.

Out-of-hours and weekend support

Our out-of-hours solution is perfect for all businesses that receive customer contacts after business hours and on weekends. We are available 24/7to support your customers across all inbound and outbound channels.

Customer contacts can be automatically routed to TieTa during the hours defined by you and we will take care of your customers based on your requirements, processes and service standards.

Contact Centre Solution

Our other services

TieTa is founded on years of experience and excellence

UK agents are typically more in tune and empathetic with your UK customers, giving them confidence their calls are handled diligently with customer satisfaction.

100% UK
Contact centre based in
Banbury, Oxfordshire

Our proven track record and performance has been recognised by industry leaders for excellence and best practices.

Award winning
Winner of
Best Contact Centre Team

Whether you require a bureau-based (shared pool) resources or a dedicated team to support your operation, we can taylor the right campaign size based on your current and future needs.

Scalable
Scale up or down
according to demands

The team has knowledge and experience in managing more than 300,000 customers with their loans, from loan application and ongoing loan maintenance through to repayment and collections, including vulnerability and quality monitoring.

Expert knowledge
UK financial services
regulated experience