The Contact Company (TCC) works in true partnership with international retail brands, which allows us to make a difference in how those brands are viewed by their existing and future customers.

Across many different businesses within the retail sector, we work hard to drive positive and seamless change to our client’s businesses, whether through customer insight and feedback or industry knowledge. We also believe every customer contact should be a revenue-generating opportunity, and we work with our clients to ensure we don’t miss out on these opportunities.

Our first retail partnership started in 2011, where we supported our client’s customer service needs through various contacts, including voice, emails, social media, chat, and admin work. The call drivers included WISMOs and refunds, managed through Backbone’s order management system. Colleagues are targeted on various KPIs to ensure the high standards expected by both the client and TCC are met, including customer wait time and the average handling time of the case.

Retail customer service can be a highly complex and volatile environment, and one of our key strengths is the ability to plan for known contacts and react quickly to unexpected events- as well as (of course) managing seasonal peaks as business as usual.

Resource flexibility and managing activity peaks and troughs help us grow our reputation as a reliable and safe partner in turbulent and demanding times! With a keen eye for delivering continuous improvement and driving efficiency throughout support delivery, we offer our clients and their customers a high-quality yet cost-effective service.

Not only do we work with brands strategically, offering game-changing advice and seamless customer service support. We also get stuck in the detailed frontline, identifying process enhancements and channel-shifting to maximise First Contact Resolution and customer self-help opportunities.

We understand the critical drivers for customer contact and have multiple strategies ready to reduce these contacts, continually looking to reduce your cost-to-serve in partnership with you.

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