Flexible customer service support that grows with your business

Providing excellent customer service is essential, but building and managing an internal customer service team isn't always practical—particularly when your requirements are changing or growing quickly.

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At 24 I.S. Sales Intelligence, we provide flexible outsourced customer service designed around your requirements.

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Our experience includes providing the initial customer service operation for a growing local fibre telecommunications provider. What started as a small number of days per month gradually developed into a dedicated team of five full-time customer service staff, allowing the client to increase its customer service capacity in line with its growth.

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This is the approach we bring to outsourced customer service: start with what you need today and scale as your requirements develop.

 

Why Outsource Customer Service?

Give Your Customers the Support They Expect

Customer service is an important part of the customer experience, but providing consistent cover can require significant resources.

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Recruiting, training and managing customer service staff takes time and investment.

 

Outsourcing can provide access to an experienced team without requiring you to build the entire operation yourself.

 

It can also give you the flexibility to increase or decrease support as your requirements change.

 

With 24 I.S., we can provide support for:

• Growing customer numbers

• New product or service launches

• Increased enquiry volumes

• Temporary increases in workload

• Customer onboarding

• General customer enquiries

• Account and service queries

• Follow-up activity

• Ongoing customer support

Our Customer Service Experience

From a Few Days a Month to a Five-Person Team

One of our strongest examples of outsourced customer service involved a local fibre telecommunications provider experiencing rapid growth.

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The client initially needed additional customer service capacity but didn't require a full-time team from the outset.

 

We therefore started with a small number of days per month, providing customer service cover when it was needed.

 

As the business grew, so did the volume of customer enquiries and the requirement for additional support.

 

Rather than the client having to recruit and establish a larger internal team, we were able to increase the level of support progressively.

 

Over time, the operation developed into a dedicated team of five full-time customer service staff.

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The result?

The client was able to increase its customer service capacity at the same pace as its own growth, without having to build the entire team internally.

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A Flexible Approach to Outsourcing

Start Small and Scale When You Need To

We don't believe you should have to commit to a large outsourced customer service operation before you know exactly what you need.

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Our approach allows you to start with an appropriate level of support and increase the resource as your requirements develop.

For example:

 

Stage 1
A small number of days providing additional customer service cover.

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Stage 2
Increased support as customer volumes grow.

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Stage 3
Dedicated customer service staff.

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Stage 4
A larger outsourced team providing ongoing customer service support.

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This is exactly how our fibre telecoms customer relationship developed.

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Customer Service That Grows With You

Scale Your Support Without Scaling Your Internal Management Burden

Business growth can create an unexpected problem: more customers means more customer service requirements.

 

The challenge is particularly significant for businesses experiencing rapid growth.

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You may need to:

• Answer more calls

• Respond to more enquiries

• Deal with more customer issues

• Process more requests

• Provide longer customer service coverage

• Recruit additional staff

 

Outsourcing allows you to increase your customer service capacity without necessarily increasing your internal management workload at the same rate.

We can provide the people and operational support while you concentrate on growing your business.

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UK-Based Customer Service

Professional Customer Service From a UK-Based Team

Your customers are an important part of your business, so the quality of the interaction matters.

 

Our customer service team is UK based and can become familiar with your:

• Products and services

• Customer journey

• Processes

• Systems

• Frequently asked questions

• Escalation procedures

• Brand and tone of voice

 

The objective here with 24 I.S. is to make the outsourced team feel like a natural extension of your own business, rather than a separate call centre.

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Customer Service for Growing Businesses

Additional Capacity Without Immediate Recruitment

Outsourcing can be particularly valuable when your customer numbers are growing faster than your ability to recruit.

For example, you may have:

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A rapidly growing customer base

 

but not yet need

 

a large permanent customer service department.

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An outsourced team can bridge that gap.

 

As your requirements increase, the team can grow with you—as demonstrated by our experience with the fibre telecommunications provider.

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What Can Our Customer Service Team Handle?

Customer Service Support Built Around Your Requirements

The exact role of the team will depend on your business, but outsourced customer service can include:

Inbound Customer Enquiries

Providing customers with a professional first point of contact for general enquiries.

Account Support

Helping customers with account-related questions and requests.

Service Queries

Handling questions relating to products, services and ongoing customer requirements.

Customer Onboarding

Helping new customers through the initial stages of becoming a customer.

Issue Resolution

Identifying problems, resolving straightforward queries and escalating more complex issues where necessary.

Follow-Up

Contacting customers following enquiries, installations, service issues or other interactions.

Administrative Support

Providing additional customer-facing administration where appropriate.

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Customer Service for Telecommunications

Experience Within the Fibre & Telecoms Sector

Our customer service experience includes supporting a local fibre telecommunications provider during a period of significant growth.

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This gave our team experience of working in an environment where customer service requirements could increase rapidly as new customers were connected.

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The ability to scale the team progressively was particularly valuable.

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We were able to start with a relatively small amount of resource and ultimately provide five full-time customer service staff as the client's requirements increased.

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That experience gives us a strong understanding of the importance of responsive, reliable customer service during periods of rapid customer growth.

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An Extension of Your Business

We Become Part of Your Customer Service Operation

The best outsourced customer service arrangements don't feel outsourced to the customer.

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We work with you to understand how you want your customers to be treated and how enquiries should be handled.

 

Your team can therefore operate as an extension of your own business, working to agreed processes and escalation procedures.

 

We can also provide feedback from customer interactions, helping you identify recurring questions, problems and areas where your customer experience could potentially be improved.

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Why Choose 24 I.S.?

Experience, Flexibility and a Scalable Approach

Start small

Begin with the level of support you actually need rather than committing to a large team immediately.

Scale as you grow

Increase the number of staff or days as customer volumes and requirements increase.

UK-based team

Provide your customers with professional support from a UK-based team.

Experienced people

Our wider experience in sales, telemarketing and customer-facing services means our team understands the importance of professional communication.

Flexible approach

We can adapt the level of support as your business requirements change.

Proven scalability

Our fibre telecommunications experience demonstrates how a small initial requirement can develop into a five-person full-time customer service operation.

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FAQ

Frequently Asked Questions About Outsourced Customer Service

What is outsourced customer service?

Outsourced customer service involves using an external team to provide some or all of your customer service operation, working to your processes and requirements.

Can you provide a small amount of customer service support?

Yes. Our experience includes starting with a small number of days per month and increasing support as the client's requirements grew.

Can the team become full time?

Yes. Our fibre telecommunications customer developed from a small initial requirement into a dedicated team of five full-time customer service staff.

Are your customer service staff UK based?

Yes. We provide customer service support through our UK-based team.

Can the team grow as our business grows?

Yes. Scalability is one of the key advantages of our approach.

Can you work with our existing systems?

We can discuss your existing systems and processes during the initial planning stage and establish the most appropriate way for the team to operate alongside your business.

Can you provide customer service outside normal office hours?

This depends on your requirements and the level of service required. We can discuss your preferred coverage as part of the planning process.

Is outsourced customer service suitable for a growing business?

Yes. It can be particularly useful when customer numbers are increasing and you need additional capacity before, or instead of, building a larger internal team.

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Need More Customer Service Capacity?

Whether you need a few days of additional cover or a dedicated outsourced customer service team, 24 I.S. can provide a flexible solution that grows with your requirements.

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Our experience with a growing fibre telecommunications provider demonstrates how we can start small, establish the operation and progressively increase the team as customer demand develops.

 

Let's Talk About Your Customer Service Requirements

Call us today on 01782 409788, and speak to our friendly team - or email us at info@24-is.co.uk and we can help you 

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