We can help your Business with any customer service support requirements, including customer service enquiries, payment handling, debt collection, complaint management as well as back-office support. We can help in both the B2C and B2B arenas across multiple contact channels
As an experienced customer service provider we can help your business with crucial customer experience contact enquiries. Some of our recent experience includes customer service enquiries, account enrolment errors, installation product scheduling and support, onboarding customer support as well as welcome and wellbeing calls.
We can support your business in the collection of payments on both an advisor, and advisorless basis too. Working with a recent partner we set up payment schedules for over 20% of their 6,000 debted customers within one month, a significant improvement on their previous experience.
We have worked with a number of UK businesses to help them collect key debts from their customers, or arrange repayment plans for their customers. With a recent energy client we managed a significant increase in debt collection when compared to their in-house performance.
We have experience in both regulated and non regulated complaint handling. We recently worked with a partner helping deal with their high level and Ombudsman complaints at a difficult time for the business. The result was a significant increase in productivity and complaint closures in comparison to their previous team's efforts.
We worked with a specialist prepayment Energy supplier over a 4-year period, eventually taking all their customer service activity. As part of that contract when taking on their Customer Service activity, their internal Service delivery was poor with an average wait time of 18 minutes and circa 25k calls per month, and a grade of Service of 58%.
CC33 did a full review of the process focused on first call resolution, significantly improving their digital journey as well as improving the complaints management process. All of this was done utilising CC33’s omni-channel platform.
In addition, clear reporting and SLAs were implemented for close management of all activity. As a result, the number of calls dropped significantly to 6k per month (as first-time call resolution was embedded) and the wait times for customers dropped from more than 18 mins to less than 1 min. The grade of service improved from 58% under the internal Service Delivery model to 96% when CC33 delivered the Customer Service for the specialist prepayment Energy supplier.