The Solution

AN EXPERT PROVIDER IN UK OUTSOURCED CUSTOMER SERVICE

The  DDC OS UK Customer Lifecycle solution offers a high-quality service and the operational capability to be scalable in line with the demands of the business, utilising skilled and experienced teams over appropriate operational centres. Our hybrid model provides flexibility to grow core functions within UK contact centres, with support tasks being deployed either within the UK or through an offshore/nearshore hybrid model.

Aside from direct outsourced customer service, a Customer Lifecycle journey comes hand in hand with extensive Back Office Administration and Front Office services that blend together seamlessly to provide a high-quality holistic solution. This is vital in driving down the cost to serve, reducing the need for contact and resolving issues efficiently.

In an ever-changing world of technology and customer expectations, outsourced customer service has become much more than answering the phone. New channels are opening up continually; the likes of web chat, email and SMS are now a prominent customer expectation. It is no small task to manage current methods whilst exploring new areas, without impacting on outsourced customer service levels. This is why partnering with experts like  DDC OS UK is more important than ever.

 

YEARS OF EXPERIENCE IN PROVIDING WORLD-CLASS CUSTOMER SERVICE

As an integral service partner, we specialise in multi-channel customer lifecycle support to ensure the delivery of service goals and objectives. Aligning stakeholders at all levels, we take a partnership approach to managing your service and providing dedicated account management and operational leadership to the account. Further to this, we have excellent links to industry support partners that ensure we can provide expertise and dedicated support across many platforms and industries.

As experts in utilising data, we can offer DDC OneView which helps us to investigate and provide accurate customer lifecycle insights. Forming a single view of customers from a variety of feeds, to data analytics, improvement models, customer feedback and retention and growth, the DDC OneView solution is tailored to all needs. Find out more about DDC OneView here and ensure you`re getting the most from your budget, spending money in the right places at the right time.

A modular approach to business lines allows complete flexibility in selecting, changing and scaling different lines across multiple channels to meet your requirements, with the confidence that all desired lines are supported by our Central Services Team.

What we provide

  

Support

Client Services:

• Voice In and Out 
• Print & Fulfilment
• Mail Processing

Functional Services:

• Debt Management
• Win Back & Retention
• Industry Specific Tasks
• Customer Journey Issues
• Payments
• Direct Debit Set up
• Account Review
• Billing & Refund
• Changes to Personal Details

Customer Services:

• Query Management
• Complaint Management & Resolution

         
Engage

Services:

• Outbound Sales 
• Inbound Sales 
• Email Management 
• Web Chat 
• Social Media Management
• Onboarding

 

• SMS
• Analytics (MI & Reporting; CSat, NPS)
• Review/Respond Sites
• Virtual IVR

 
         
Insight

Services:

• Surveys
• Quality Assurance
• Social listening
• Voice & text analytics

 

• DDC OneView
• All-encompassing MI
• Trend Analytics
• Focus group management

 

• Benchmarking
• Industry Standards

Benefits

Reduce Expenditure
Achieved through a reduction in the cost of facilities and personnel as well as access to latest technology for call handling, recording and management information.
Increased Capacity And Flexibility
Rapid access to new and existing markets as well as access to the latest technology and human resources enabling quicker ramp-ups or downs depending on the market.
Improved Customer Experience
With successful projects completed and ongoing,  DDC OS UK has proven customer models that can be implemented to ensure the highest standards. To support this endeavour, staff are supported by the latest technology that allows for clear multi-channel communication and efficient workflow. These elements lead to improved CSAT & NPS.
Continuous Improvement
Using data insights and customer service experience, we are able to continually analyse a project - recommending and implementing value-adding improvements.
Efficient And Accurate Consolidation Of Inbound Data
Using a plethora of processes, staff are always where they need to be - speeding up and improving customer interaction. By handling this side of the business, you have the opportunity to concentrate on your core business services rather than using expensive resource elsewhere.
Reducing Cost To Serve
Reducing the need for customers to contact you and resolving issues efficiently when they do.

Case Study

GB Energy experienced our Customer Lifecycle services

 

GB Energy has seen considerable customer growth, financial and reputational success through year one and at this stage we recognise that this success and the delivery of  DDC OS UK is synonymous.

CONTACT US NOW, If you would like more information on our
Customer Lifecycle SERVICES

CONTACT US