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Flexible and resilient contact centre services

We channel decades of experience into delivering totally bespoke contact centre services across financial services, energy, water, telecoms, travel, retail and the public sector, from 12 to 1,500+ FTE. 

Our partnership approach delivers clarity and pragmatism, and we always work closely with our clients to understand the unique elements of their business before proposing our solution. This helps us identify and implement the service which provides the greatest value for our client and their customers. 

We deeply understand the full range of customer communication channels, and couple this with behavioural insight and real customer engagement to maximise the effectiveness of your existing channels (as well as introducing new ones). We go to great lengths to understand your existing customer journeys and desired outcomes, and do not take a standardised approach to the delivery of any of our solutions. This consultative journey from ‘current state’ to ‘desired state’ is a refreshing change from out-of-the-box solutions which sometimes lack the flexibility to add value.

We are an agile provider with strong transformational capabilities and a global delivery footprint, and employ thousands of skilled individuals across locations in the UK and South Africa (where a cultural affinity with the UK ensures a superb service at a competitive price point).

three-core-areas-of-success

A seamless extension of your brand

When we represent your brand, we do it seamlessly: our goal is to work as an extension of your business by immersing ourselves in your organisational culture and values. That means upholding your reputation like it’s our own – because that’s exactly what it is.

Customer
service

Sales
support

Collections

Automation

Offshore customer
support services

What can you expect from partnering with Huntswood

Responsive

We provide scale, without compromising attentiveness. Following rapid mobilisation, our solutions evolve and change with our clients’ needs

Collaborative

We have a natural affinity with, and understanding of, our clients. We share their values, behaviours and goals - the whole is greater than the sum of its parts

Quality

We don’t see our high quality service delivery as a competitive advantage, but the bare minimum a client should expect. We create better outcomes for our clients and their customers

Relevant

We’re a strategic partner, delivering innovation and continuous improvement through process efficiencies and automation. We’re transformational – and will be as relevant to you in the future as we are today

Learning

As a learning organisation we modify our approach based in new knowledge and insight. We’re on a journey with our clients, with an openness to new ways of working

Understanding and meeting your obligations

High quality standards, motivated people, exacting performance and regulatory compliance are cornerstones of our approach. We are authorised and regulated by the Financial Conduct Authority, and elsewhere maintain excellent relationships with industry regulators. This allows us to maintain a contemporary view of best practice and incorporate all of our clients’ regulatory obligations into our services. Our dedicated and experienced conduct risk experts assure our solutions from this perspective.

Huntswood's offshore capability delivers authentic, innovative outsourcing support, from customer service to complaints, sales and remediation.

Our clients realise significant cost benefits, while delivering the same high quality service to their customers.
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No matter the challenges your team faces, we have a solution for you

Multi-channel communication tools and processes include telephony, email, SMS, social, webchat, chatbot and more. We service inbound and outbound communications across all channels

Measurable improvements in customer satisfaction utilising the KPIs that are important to you

We deliver secure office-based, hybrid and home working solutions to clients, which deliver maximum flexibility without sacrificing operational excellence

Quality process design ensures your operation is efficient from the outset, and our continuous improvement approach allows you to create better outcomes with each customer interaction

Robotic process automation executes repetitive tasks such as data gathering and systems administration so Agents can focus on customers' needs

Bespoke case management, workforce and workflow tools ensure our engagements deliver improved operational efficiencies while providing significant insight into performance using valuable MI

Case study

The transition and transformation of 1,200 FTE outsourced operation following incumbent underperformance

33%

Increase in overall quality score

£17M

Savings annually

6 Weeks

To transition

£1M

Per month saving management costs
Read our case study
Managing Director
Major Insurance Firm

The Huntswood team has delivered precisely to brief and in a timely manner too. I have been most pleased with the thoroughness of preparation going into the project. This, combined with the obvious regulatory and strategic experience you all have has made the project a great success.

Operations Director
Leading UK Merchandise Retailer

The project has run incredibly smoothly, which reflects great planning and great commitment to pro-actively resolve any issues ... Good collaborative planning was at the heart of the operation. It primarily ensured our customers received an outstanding service but also convey confidence to regulator and all the internal stakeholders.

Client Project Lead
Retail Bank

Huntswood's people are of the highest calibre. Not only do they understand the issue from a regulatory perspective, but they know how to deliver effective training in an impactful way.

Senior Manager, Customer Service Recovery
Leading UK Retail Bank

Our challenge... has been extremely demanding and Huntswood has had to deal with a rapid upsizing of the ongoing engagements, taking the number of deployed staff from an initial 16 to 174 in a very short space of time. The hassle- free experience has been testament to Huntswood's organisational and management skills.

Head Of Training & Development, Insurance
Retail Bank

Throughout the eight months that I've worked with Huntswood I've seen first- hand how they put their customers at the heart of their business. They are a company that continues to impress, deliver and delight in equal measure.

Fair treatment of customers in vulnerable circumstances
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