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Why manage Customer Service with Interaction?

Interaction is an established and experienced provider of Customer Service and Complaints Management Programs.

We have significant experience in regulated activities such as banking, insurance and utilities, and for this reason we understand the importance of data protection, data security, GDPR and the consumer protection code.

  • We have extensive experience in designing, building and operating customer service programs including Voice of the Customer and CX
  • Our robust customer centric processes and metrics driven operational framework focuses on outcomes and compliance
  • We create a challenging environment, with a culture of people development designed to limit staff attrition
  • We create an environment that is challenging, with a culture of people development designed to limit staff attrition
  • Our leading-edge learning and development system is focused on maximising agent productivity and performance

Customer Service

We acknowledge the need to align high quality and enthusiastic personnel to:

  • manage customer requests
  • support escalations
  • provide advice

We understand its critical we handle calls within a specified reaction time and we respond to enquiries via email, phone, SMS, Webchat, within the required timescales.

We acknowledge resolution rates will be a key metric of Interactions delivery measures.

We will provide you with real time intelligence about customer’s feedback, reported issues and geographical information so that we achieve your objectives for the program.

As a long established plc we have the ideal risk management, governance, compliance expertise, working capital and experience to build and manage your Customer Service requirements.

Our services are compliant with all regulatory practice requirements and we are ISO 9001:2015 accredited (Quality Management System relating to the provision of outsourced customer service).

Complaints Management

Interaction understands the complex landscape of successfully managing complaints.

We build highly empathetic teams with the experience and expertise to acknowledge, manage and resolve complaints within the required or regulated timescales.

We deliver end-to-end complaint handling where data analytics is a regarded as a key component of the process.

We analyse the patterns of complaints and provide you with the data needed to adhere to regulations or to make improvements to your products or services.

Interaction can consult with you on a wide range of Customer Service processes.

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