Call Centre Outsourcing Case Studies

CallCare manages the international switchboard for a large city based solicitors firm, recognised as one of the top 50 firms in the UK. Our operators answer the firm's incoming calls, directing the callers across the firms 8 sites , providing a seamless backup for their existing staff when the phones are busy or they are understaffed. Calls are answered exactly as if by the firm's own staff, our operators patch new enquiries through to the relevant teams within the firm or transfer callers directly to the specific contact they request. The firm's clients never know they are talking to someone from outside of the legal offices.

This high street solicitors uses CallCare services as an alternative to hiring a full time receptionist. All calls, day and night, are routed through the CallCare call centre. The operators answer the calls as though they are based in the firm, forwarding calls and taking messages. The firm relies on both email and SMS to ensure its messages are received instantly, even when the recipient is away from the office. Whether a call is transferred or not, a message is taken and emailed directly to the recipient, ensuring the firm has the caller details and the time of the call recorded for follow up, retrieval and billing purposes. As a small firm they particularly value the fact that they never miss a call that could result in a new opportunity or valued client.

CallCare supports this well-known high-street accountancy firm with 24 hour call answering support. All calls are diverted to our call centre. Our operators elicit the nature of the call and the caller's details, then transfer the call to the most appropriate recipient. The firm prides itself on its friendly, family run image, a brand that the CallCare service helps to preserve through ensuring all their callers, whenever they call, are able to speak to a friendly and competent operator and never an impersonal recorded voice message.

A Lancashire based council has been using CallCare to manage all their out of office hours for all departments. As the Customer Service Support Desk for the Council, CallCare manage all the calls to completion rather than acting as a simple messaging service; from informing various out of hours key holders if council property alarms are activated, through to transferring calls that warrant immediate attention from the Highways agency, emergency service or social workers out of hours. CallCare provide the Council with a dedicated team that, although based within the CallCare centre, work and operate as if they were based in the Council's own premises. The Council are able to enjoy this dedicated team from CallCare on a cost per call basis rather than paying annual salaries saving the Council hundreds of thousands of pounds a year.

This IT support and maintenance service relies on CallCare to manage its 24 hour support bookings. CallCare operators answer all calls, detailing the customers IT issues and prompting required information when needed. They then grade the issue in terms of urgency and insert it into a job list. This list is regularly checked by the company who then allocate the jobs in urgency order to the available engineers. The company can quickly identify the most pressing jobs and instantly access all the message details and IT issues therein, fully equipping them for the visit and facilitating a quick response and solution for the caller.

CallCare provide a number of security firms that manage and patrol supermarket locations with a 24hr lone worker protection service. The security guards are usually patrolling sites on their own and on an hourly basis during the night ring the CallCare Centre and login to confirm that they are OK. If a certain security guard fails to ring at the expected time the CallCare team receive an automated alert to make them aware that the guard has not reported in for over an hour. The CallCare team will then ring the guard on his/her mobile to confirm he/she is OK. If the guard does not respond then the CallCare team wait a few minutes and try again on both the mobile and site land-line If there is no response or the call is answered by someone who cannot identify themselves with the security password the CallCare team will immediately alert the Police and raise an alarm.

CallCare provides a number of complementary services to a large tour operator; booking lines, customer service lines and telephone overflow support in the busy summer holidays. The travel company relies on us to answer the calls to prospective holidaymakers and take all their initial requirements and needs for a holiday. These details are then sent to the company's agents, who will use the details to research deals best suited to the client before they get back to them with a selection of holidays. We are also there to field questions and enquiries post booking, freeing the company's agents to make new bookings.

A large PLC property maintenance firm relies on CallCare to provide its 24hr Engineer call out service. The company's 20,000 tenants can call the line when they have a problem with their accommodation and require an emergency repair service. The CallCare team manages out of hours calls when offices are closed and overflow calls during the day when the company's staff are busy on the phone or away from the desks. The company provide CallCare with a monthly rota of their engineers for the various regions with all their engineer and client details. When clients call to report an issue, the team at CallCare identify the problem, the engineer on duty, and then call the engineer and either provide the engineer with the information to visit the client site or patch the call straight through so the engineer can speak to the client, regardless of time of day or night. During the day CallCare provides an overflow switchboard service where calls automatically transfer over to CallCare if the reception fails to answer the call within 10 seconds. CallCare hold a directory list of all the direct dial and mobile numbers of the staff and therefore can patch the call straight through to the individual concerned.

A local health clinic uses CallCare to manage their calls out of hours when the surgery is closed. The team at CallCare provide a total call handling solution for the patients calling from taking their details and making notes on their needs to providing the patients with useful information to answer their questions. The CallCare team are highly trained on how to deal with the calls and ascertain the information needed to assess the most appropriate way to handle the call. As CallCare records all their calls the information can be checked on regular basis against the call recording and can also be called upon to confirm any information provided by the caller or the CallCare team whilst on the call. CallCare provides a similar service to a number of doctors surgeries, hospitals, and other parts of the NHS.