Contact centre management services
G4S Utility Services operate a fully functional and scalable Customer Contact Centre, providing a range of hosted call management services, all operating to the highest quality standards.
Located within our Head Office, our Customer Contact Centre has been servicing customers and supporting our operations for over 15 years, handling in excess of 2,000 calls every day. We specialise in delivering scalable services which are both dynamic and high quality. Inbound and outbound calls are handled by our Customer Contact Centre and Operational Support Centre in line with our customers' operational needs.
Our Customer contact centre:
- Is available 24/7 365 days a year
- Receives and manages telephone calls from end consumers - all services individually customised
- Handles enquiries, providing advisory services and incident management
- Centralised system which collates and records all activity, providing full management information
- Handles over 40,000 calls per month
- Focused on workforce assignment of tasks
- Monitors and reports on attendance and productivity of workforce
- Chases up work that needs to be returned before planned completion date
- Assists staff to find addresses and meters
We have full disaster recovery and business continuity plans in place, which are BS25999 accredited.
Contact us to talk about outsourcing your customer contact services.