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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 - Plan Training In Advance

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

Published: Tuesday, November 17, 2020

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2021 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

4.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
 

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