Contact centres

365 days a year, 24 hours a day, our contact centre staff provide exceptional service and support to enhance the personal outcomes of your customers.

When you outsource your call centre services to us you can consider us your professional communications partner, helping you to seamlessly connect with your customers in the way they feel most comfortable – whether by phone, text, email, social media or live chat. We have the outsourced call centre services your require.

Our proven, helpline and digital solutions will empower you to grow your reach, build more meaningful relationships with your customers and, ultimately, make a positive difference to their lives.

“A visit to our Contact Centre and having the opportunity to see our service-delivery first hand has proved to be the most powerful experience we can offer for any prospective customer considering partnering with Connect Assist.”

Leaha James, Contact Centre Manager

Call centre services

Call Centre Services

We understand and ‘live’ contact centre services built around customers. It’s for a good reason too. Since 2006, we have chosen to specialise at the ‘sharp end’ of outsourced call centre services. Every day we support hundreds of people facing severe challenges in their lives and many more simply looking for answers delivered with knowledge and empathy.

We believe it is more important to attract people who will thrive in our culture rather than simply work in it.


The people behind the service

Our advisors are a little different to those you might typically find in a outsourced call centre.

We welcome candidates with experience but place a much greater value on life experience, attitudes, skills and empathy to support customers with both professionalism and sensitivity to join our call centre outsourcing team. Thanks to our people, ethos, training and leadership, we overcome any short-term gaps in technical knowledge or customer service experience.

Call centre services
Call centre services

24/7 Call Centre Support

As you would expect, we are open 24/7 and make our outsourced contact centre services accessible through any channel that customers choose to use – whether that’s phone, email, web, social media or virtual assistants.

Our goal for clients is to reach more people, strengthen their engagement and connections with customers and boost the customer outcomes you want to achieve. Providing excellent customer service 24 hours a day is our business.

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Customer service

Our service purpose is simple: to make a difference to peoples’ lives. So delivering meaningful and attuned digital customer service is at the very heart of everything we do. That goal is equally applicable to our clients as we take ownership and responsibility for the services we deliver on their behalf; we act as if we are a part of their organisation. With our team of customer service experts you’re in safe hands.

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Call centre services

Helpline services

We are the UK’s leading inbound helpline provider, operating dedicated call handling services on behalf of charity, third sector and public sector organisations. 

Our staff are experts in their fields and, collectively, we position ourselves as collaborative and willing to share our experience of what works and what doesn’t.  Resulting in excellent customer service for your customers.

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Overflow services

If you operate your customer services in-house, you might find that call volumes sometimes exceed your capacity. This can mean that calls go unanswered, potentially leaving your clients without support.

With our call centre outsourcing services we can provide overflow services for your organisation. You can choose whether to contract us to provide back-up at set times, such as evening and weekend peaks, or whether to re-route calls to us whenever your own lines are busy.

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Call centre services

Benefits, debt and money advice

Our inbound call centre services also extend to multi-channel helplines offering high-quality advice, support and signposting on benefits, debt and money issues to customers from around the UK.

Our FCA advisors can advise customer facing a wide range of financial challenges and our highly experienced benefit, debt and money advice advisors will listen and signpost customers to organisations that can help.

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Befriending, counselling and emotional support

We work on behalf of national charities, providing helplines for people experiencing mental ill health, loneliness or emotional distress.

Our counsellors are qualified members of the BACP or equivalent, with experience, expertise and empathy to support service users. They provide solution-focused therapy sessions by phone, video and email or can refer customers to more in-depth support such as face to face counselling.

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Call centre services
Call centre services

Legal support

We provide legal advice on behalf of organisations, through specially trained advisors who are experts in their fields.

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Lone worker support

If you employ people who work alone for more than a few hours a day, such as care workers making home visits, the Health and Safety Act 1974 (and other legislation) creates a duty of care responsibility on the employer to protect them from harm.

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Call centre services
Call centre services

Information and signposting

For many customers, help is at hand – if only they can find the right support.

Many vulnerable people can’t find or access the services that could help them. They might fall into the gaps between providers or misunderstand information about what is available.

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Translation services

Some of the most vulnerable people in the UK are those with limited English language skills. These people find it hard to access the services they need and deserve.

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Call centre services
Call centre services

Triage

When people contact our helplines, we undertake a careful case assessment, taking time to listen.

This is anything but a tick-box exercise; our staff have had extensive training in questioning and listening skills to unearth the underlying challenges people may be dealing with. We call this process ‘triage’ and it is orientated towards making sure people receive the right support smoothly and effectively.

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Testimonials

Call centre services
Call centre services

Success Stories

As an organisation, we view success not just within the confines of own business growth but also through the success of our people, our clients and their end customers. Our philosophy is that only through their success, can we assure our own.

There is no universal single measure of what success looks like for a client. It’s different for everyone. Some are looking to modernise their technology and contact centre operations, others are looking to make a key difference in people’s lives, others look to drive efficiency.

Success Stories

Contact

If you need our help in developing more effective, meaningful connections with customers, get in touch today.