Documetric – technology led outsourcing

Documetric has over 10 years experience delivering outsourced call centre solutions on behalf of financial and professional services organisations.

Delivered either as a component of a business processing service, or as a standalone service in its own right, we provide in-bound and out-bound services ranging from executing sales calls on behalf of our customers, through to supporting membership and credit card application processes. Our call centres handle over 1 million inbound and outbound calls each year.

Our experience and knowledge enables us to drive efficiencies through the deployment of strong staff and performance management techniques. Agents are multi skilled between products and clients allowing a more flexible resource to accommodate service peaks.

This approach allows us to service more calls with fewer staff than comparative “in house” teams and also reduces the number of hand-offs that your customer will experience - thus improving the customer experience.

Our teams are supported by internally developed technology solutions that deliver the operator with a clear view of the customer in one place and where possible, integrate all necessary support tools.

This reduces average handle times, increases first time call resolution and increases customer satisfaction. Our technology solutions include comprehensive MI reports, allowing effective management of the service and identification of specific customer or product issues.

Our strength in operations and technology allows us to deliver complex services delivered across multiple media.