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News : Growing CMS Engages Lemon Business Solutions to Expand Call Handling Capacity

#contactcenterworld

London, UK, Nov 15, 2020 -- Commercial Maintenance Services UK Ltd (CMS), which installs, maintains, and repairs business critical systems, is working with business outsource partner Lemon Business Solutions to expand its call handling capacity as it continues to pick up new contracts across the UK.

CMS is a family-run firm that was created in Gateshead by brothers Neil and Nic Smith in 2000. 

Originally scheduled to start earlier this year, the spring lockdown pushed the implementation date back, and after four weeks to link the management systems, the project went live in the late autumn.

Bennet Hoskyns-Abrahall, commercial director at CMS, said: "Out-of-hours calls are often highly urgent and need to be handled with care, so we can get the right people out to solve the problem as quickly as possible.

"Setting up our own call handling facility would have been expensive and distracting, so we looked for a local partner that could handle these calls with clarity and skill. Lemon share a similar, positive customer ethos to ourselves and the feedback from our clients has been very positive."

Martin Anderson, managing director at Lemon Business Solutions, said "This was a great chance for us to support another ambitious and growing North East company.

"Before we took on the calls for CMS, we spent time understanding their business and the work they do. This always helps ensure accuracy of response and makes it a better experience for everyone.

"The technology may have moved on considerably, but lots of the bigger call centre operators still struggle to bring a human touch to the conversation. We bring a different approach and we’re pleased that it’s working well for CMS."

I#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://bdaily.co.uk


Today's Tip of the Day - Technology

Read today's tip or listen to it on podcast.

Published: Tuesday, November 17, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445
 

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