Call & Multi-channel Contact Handling

Difference – independent experts in contact handling

On demand 24/7 contact centre services – from concept to call handling in 4 hours

Inbound contact handling

Difference offers multi-channel inbound request handling: the services supported include calls, email, SMS, live chat and social media.

Difference provides inbound contact handling from simple overflow call handling when your staff are busy through to complex business process outsourcing.

We can help you set up IVRs (interactive voice response solutions) that provide an extremely positive customer experience.  When set up properly, IVRs can reduce your live call load, route your calls appropriately and reduce the number of agents, thereby reducing the cost associated with staffing or helping you diversify what your staff handle.

IVRs can also play a major role in customer self-help and after-hours services.  See here for some practical applications.

We are also UK leaders in the provision of secure, hosted pay-as-you-grow ACD software, delivering a highly efficient and cost effective alternative to high cost locally managed contact centre platforms.  These services are ideal solutions for

  • queuing and service level compliance
  • creating virtual centres across multiple sits and home workers
  • managing contact from calls, SMS, fax and emial using skills-based routing

Outbound contact handling and customer service

Using highly trained UK based personnel and the latest in contact handling technology, Difference can deliver outbound sales, customer service campaigns, product recalls, promotions, etc.

We offer solutions for SMS, proactive web chat, a dialler platform that supports manual, preview, progressive and predictive dialling, and outbound IVR.

Quick, scaleable roll-out
Difference Corporation operates an infrastructure which can access a virtual contact centre accessing up to 1,200 seats of contracted call handling capacity across 5 sites in the UK, 1 in South Africa, 1 in Fiji and 1 in Barcelona along with up to 35,000 lines of automated inbound call handling capability for our clients on a 24 hour, 7 day basis.

For over a decade we have been supplying response handling solutions to the contact centre marketplace and our insight gives us the ability to decide which location, skill set and team best match our client’s requirements.

Difference provides the highest levels of service and support to our clients. We combine telephony, technical and consultancy expertise with locally recruited teams of highly trained and experienced operators. This practical experience on a daily basis means that we have real exposure to implementation and testing in live environments.

Inbound number translation services

We offer number translation services (NTS) with a range of non-geographic numbers for all inbound calls, thus providing a complete voice solution to our customers.  We offer all freephone, local and national NTS number ranges.

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