Customer care

We offer a remote customer care contact centre solution, operates 7 days a week and 363 days each year. Contact channels include inbound and outbound calling, email, SMS and printed correspondence.

Cloud-based telephony 

Novacroft uses an omni-channel cloud Contact Centre Solution, bringing unparalleled scalability and resilience. Our telephony system supports:

  • inbound and outbound calling
  • customisable Interactive Voice Response (IVR)
  • call recordings
  • call transfer and telephony wait messages

71% customer contact centres were not ready for remote working during lockdown, a survey* by Genesys found. However, at Novacroft, we were able to move at pace to protect our team members without compromising on the service we offer our customers

* Source: Contact-Centres.com

Customer experience transformation

Our customer care offering also benefits from:

  • Skilled customer service experts, each team member selected for their professional approach and customer service experience
  • Scheme dedicated teams who are focussed on you and your customers
  • User Experience and operational performance analytics
  • Workforce management for forecasting, planning, monitoring and reporting
  • Training team and learning and development programme for all team members
  • Secure remote desktop solution ensures rapid scale-up to 4000 seats
  • Real-time call and email monitoring
  • Quality performance monitoring and feedback
  • Management Information reports with a focus on SLAs and Quality
  • PCI compliance, accredited to LRQA ISO 27001 Information Security

Continuous improvement

We don’t stand still. With an eye on continuous improvement, we constantly invest in tools, services and resources that improve customer experience. Our suite of products includes:

  • productivity performance analytics
  • voice analytics
  • dedicated quality coaches
  • real-time productivity view

People-First

Advisors will be fully trained using your training materials, which we will make available afterwards on our in house online training materials portal, The Hub. Our experienced operational trainers have over a decade experience in this field and are experts in delivering quality training which, in turn, delivers exceptional customer service.

We ensure that training covers a blend of soft skills training as well as the practical knowledge. We care deeply about all Novacroft team members and work to support their wellbeing, particularly when dealing with potentially sensitive matters. We have implemented Mental Health First Aiders to support any additional challenges that team members may encounter and are proud to offer this additional support. As a ‘People First’ organisation, this matters to us.

To find out more or have a conversation about how we can help you, contact Business Development Manager, David Oladiran or take a look at our case studies.

Get in touch