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Managed Contact Centre

Setting up and managing an in-house client contact centre is both costly and complex, and can be fraught with challenges and difficulties. Redwood's Managed Contact Centre services will allow you to continue focusing on your core business, while knowing that your customers' needs are being taken care of efficiently and professionally, using state-of-the-art, best-of-breed technology.

How does it work?

We provide you with managed contact and telephony infrastructure, including:

• skilled customer service consultants
• workforce management and planning
• document management solutions
• multimedia capabilities (email, fax, chat, etc.)
• voice-logging and dialler capabilities

A flexible, client-specific solution

• Both inbound and outbound campaigns can be managed.
• The facility is flexible, in that seats can be up- or downscaled depending on your requirements.
• The training of our consultants is tailored to be in line with each organisation's brand, product offering, and client-specific Service Level Agreements.
• Each client's operation is 'ring-fenced', so that confidentiality is ensured and consultants can adhere to client-specific scripting and reputation management.

Our contact centre staff

Not only do our consultants maintain the highest level of professionalism at all times, but they are also able to offer specialised skills in the following financial- and credit-related service delivery areas, as required:

• acquisition and application processing
• credit origination and instant credit processing
• underwriting
• account and relationship management
• customer servicing
• finance and general administration functions
• authorisation management
• collections
• operational management
• back-office and financial administration
• quality assurance
• product development and marketing

Ongoing support and feedback

We work to create alliance partnerships with our clients, continually ensuring that our system remains aligned to their business strategy and objectives.

Service delivery is managed through standard Service Level Agreements, and clients receive regular reports at monthly relationship management and client service delivery discussions. Detailed contact centre call statistics are provided, as well as quality assurance and productivity reports.