spark response contact centre brochure 2014

Contact Centre Services

Contact Centre Services | Spark Response

A LITTLE BACKGROUND Spark Response is one of the UK’s most respected

providers of contact centre and order fulfilment

services. Established in 1982, We work with brands

and retailers to deliver excellence at every stage of

the customer journey. From outbound telemarketing

to inbound customer services, we hope to give you

some insight into just what makes our contact

centre so unique.


KEY FACTS

Contact Centre operates 8am – 8pm 7 days per week. 24/7 coverage available depending on volumes

200 seat contact centre split between inbound and outbound operations

Full suite of bespoke client reports available depending on client requirements

Flexible software and systems utilising both client led software plus our in house systems

Secure, cloud based infrastructure. Off site data storage, disaster recovery site located 10 miles away for business continuity. PCI and DSS compliant

Multi Channel operations covering telephony, email, post, live chat, and social media

CONTACT CENTRE OPERATING MODELS

BUREAU ENVIRONMENT A shared resource across multiple clients. No fixed monthly costs makes the bureau an extremely flexible, and scalable contact centre solution.

LONG TERM PARTERSHIP Looking for a long term contact centre partner? We’re proud to say we’ve been with some of our clients for over 11 years. Providing value year after year.

SINGLE CAMPAIGNS Require a team of advisors to cover a single campaign? We’ve covered data processing, surveys, telesales, charity projects, Christmas peaks, and more.

OUT OF HOURS We can extend the operating hours of your in house contact centre on a flexible and cost efficient basis.

DEDICATED ADVISORS From 1 to 100 advisors, we can provide a dedicated team to handle your campaigns on both an inbound or outbound basis.

HYBRID MODEL A blend of both the bureau and dedicated advisor model, giving the added flexibility of handling irregular or increased volumes, without increasing the number of advisors.


OUR EXPERIENCE | RETAIL

Spark Response is a trusted contact centre partner

to the retail sector. For over 30 years, some of the

UK’s most recognisable brands have trusted Spark to

deliver customer excellence year after year.


Our multi-channel inbound contact centre specialises in the retail sector. Handling customers across multiple brands on both a bureau and dedicated basis, our centre comes into it’s own at Christmas, scaling to meet the demands of Christmas shoppers.

SERVICES

• General customer services • Order taking • Complaint handling • Product queries • Delivery queries • Up sell, cross sell, alt sell

OUR EXPERIENCE | TELECOMS

Most recently, Spark Response was

appointed as a customer acquisition

partner for BT. Initially utilising 30

advisors in July 2013, the campaign has

since grown to 80 advisors due to the

continued success of the campaign.


Supporting both small and global brands in their customer acquisition campaigns, our contact centre can provide dedicated advisors for both short and long term campaigns, across both inbound and outbound operations.

SERVICES

• Telesales • Telemarketing • Lead generation • Customer acquisition • Customer retention • Inbound sales support • Up sell, cross sell, alt sell • Data processing

OUR EXPERIENCE | UTILITIES Supporting customer acquisition and retention

across the utilities sector, on both short term and

long term campaigns.


Providing dedicated advisors to support customer acquisition across multiple product categories and services.

SERVICES

• Telesales • Telemarketing • Lead generation • Customer acquisition • Customer retention • Inbound sales support • Up sell, cross sell, alt sell • Data processing • Appointment setting

200,000+ sets of data to cleanse, and remove gone-aways

Adding customer details to CRM from Bounty customer campaign

Providing warranty support to Fiat customers

Providing warranty support to LEC customers

Data capture via a customer questionnaire

Survey campaign for residents in the arrears process

B2B campaign appointment setting regarding building projects

Survey campaign for residents following visits from gas engineer

Survey campaign regarding voting habits

B2B campaign targeting stationary buyers + buying preferences

OUR EXPERIENCE | SINGLE CAMPAIGNS

OUR EXPERIENCE | CHARITY

From switch on, switch off campaigns covering

donation calls for Sport Relief, to bureau based

support on long term eCommerce campaigns.


We’ve volunteered our contact centre to support both Sport Relief and Comic Relief campaign nights for the previous 3 years, helping to raise over £130,000 in the process.

SERVICES

• Donations • Customer Service • Sales Support • Order Taking • Membership support • Fundraising • Data processing • eCommerce support


Our People

years. That’s the average tenure of

our inbound contact centre team. We’re incredibly proud of this, and believe we have the most loyal team in the contact centre industry. We’re regularly asked how we have managed to attain this. Firstly, our advisors tell us it’s the variety which keeps them motivated. Secondly, we also have a unique, family like culture, something we’re also proud to say we’ve won awards for. Our people set us apart.

9


Our Location Located in Gateshead, we’re just 30 minutes from Newcastle Airport, 20 minutes from Newcastle Central Station, meaning London is just 3 hours door to door. The North East has a rich pedigree in contact centre operations, our accent regularly being voted amongst the most friendly and welcoming. It’s no surprise that so many blue chip organisations have contact centre operations in our region. This allows us to recruit from an experienced talent pool. We’re incredibly proud of our North East heritage, and would love to show you round. Come and pat us a visit, and see all the North East has to offer.


Spark Response

Follingsby Avenue

Follingsby Park

Gateshead

NE10 8HQ

T : 0191 495 9999

E : [email protected]

W : www.sparkresponse.com