• Customer Services
• 24/7 Support
• Out-of-hours Support
• Customer Retention
• Product Recall

Your customer is at the heart of what we do

Keeping customers both satisfied and loyal is no mean feat in today's market place, whatever the industry. Customers expect excellent service as the norm, whether they are emailing for support, ordering on the web or calling your organisation.

At CTL, we tailor our services to your specific requirements. However simple or complex the challenge, we work to ensure that your customers experience a service they will enjoy, and return to time and time again.

We also appreciate that in putting your trust in CTL, it's a decision that demands careful consideration. This is why we're keen to establish metrics, to provide you clear, ongoing validation on the success of your outsourced operations.

Support clients across various sectors

Working with a range of clients from Bank of America to Pipex to IDT Europe, we take meticulous care in understanding your business and requirements, in order to achieve your goals. This is backed by strong capability which includes:

• 24/7 Call Centre operation in a secure, hi-tech environment
• Bespoke campaign training - systems, process, brand and culture
• Customer management technique training to optimise the customer service and customer relationship
• Scalable resource management to satisfy ever-changing requirements and conditions
• Adherence to industry performance metrics, SLAs and KPIs
• Bespoke customer applications (SmartDesk technology)
• Multichannel communication by voice, email and text

We offer a diverse range of specialist services too, including 24/7, out-of-hours and multilingual support, retention/winback and product recall, amongst others, and are able to build the capability and skillset around our clients' requirements.

Download the Customer Service PDF