Flexible contact centre model

Responding to rapid changes to deal with operational demand is what we do. It's in our DNA. Flexibility is always a priority for any contact centre. When there are peaks in demand, we’ll provide back-up with the operational flexibility that guarantees a confident, sure-footed response. This could involve augmenting your teams with extra staff, introducing self-serve options, analysing customer segmentation to get the most from existing capacity, enabling home-working and more.
Call centre rep

Scaling up and down for planned and unplanned peaks in demand

Our flexible managed service solutions are designed to offer maximum adaptability to allow you to respond to planned and unplanned peaks in demand, whether that's a fully outsourced model on a Capita site, or augmenting your current capability.

With our breadth and depth of expertise, we design the right operating model for you, combining leading edge technology with skilled expertise to implement the most efficient and cost-effective service. This includes being able to rapidly increase the scale of operations through workforce optimisation and flexible home working solutions.

Our technology solutions, such as conversational AI, instantly create additional capacity when you need it most by meeting customer needs through digital channels, offering exceptional customer experience and freeing up agents to deal with the most complex customer conversations and needs. We give you the agility to grab opportunities for growth, even when you can’t plan for them.

Treating customers fairly in collections 

Download our latest report which explores the thoughts of those who are struggling to pay their debts through financial hardship and how organisations can retain loyalty, create better outcomes and alleviate mental stress through difficult times.

Register to download

100 million+

multi-channel conversations held each year

No. 1

customer management provider in the UK

Contact an expert

How can we help your business progress?

Get in touch

Explore related solutions

01

Debt prevention

We believe in treating people with respect and as individuals. We deliver this through a unique combination of specially trained agents, voice-recognition software, self-serve omni-channel journeys, artificial intelligence (AI) technology, predictive data analytics and more.

Read more
02

Personalised journeys

Treating customers as individuals is key to generating the best experiences for them - and the best results for you. Our innovative technology solutions enable customers to self-serve and agents to provide tailored, flexible and relevant support, while maintaining a human-centred and empathetic approach.

Read more
03

The latest technology for better outcomes

We continually innovate to deliver smarter solutions for our clients. We help you make better use of data, analytics and technology to enhance your organisation’s performance, improve productivity, boost collection rates, and enable agents to achieve the best outcomes for you and your customers.

Read more