Q&A with Our Head of Contact Centre 🎥

We sat down with our Head of Contact Centre, Tim Wardman, to get an inside look at how our contact centre operates. Here's what we asked him: 00:05 What kind of calls and messages does the team deal with day to day? 01:05 How do you juggle multiple clients while making sure each one's customers feel like they're speaking to that brand? 02:10 What happens when a complaint comes in during peak season? 03:45 How quickly can the team turn something around when there's a delivery issue? 04:40 How do you make sure nothing slips through the cracks when contact comes in through so many different channels? 05:45 How do you keep on top of volume when things get busy like over Christmas? 07:25 Do you have a favourite story from your time in the contact centre? #ContactCentre #CharityFulfilment #ResponseHandling #CallCentre #CharityResponse #OutsourcedServices