Response, a provider of inbound, blended and outbound call center services in the U.K, has been awarded Financial Services Outsourcing Project of the Year, in partnership with insurance provider Hiscox.
The award recognizes the partnership between Response and Hiscox in the outsourcing of Hiscox’s sales and customer service activities for its Direct Commercial business.
Commenting on the partnership, Deepak Soni, head of Direct Commercial at Hiscox, said, “The performance and professionalism from RESPONSE has been strong and has helped Hiscox deliver excellent service with strong customer acquisition and retention. We look forward to continuing our work with RESPONSE to deliver a high quality offering.”
Response provides call center solutions and services across multiple communications channels including telephone, e-mail, SMS, white mail and Web chat. Its inbound calling solution supports live and automated customer interactions across the full customer lifecycle – from sales and customer service to technical support. Through its customer contact insight, the company aims to provide a powerful window into service and product development opportunities, helping call centers achieve and maintain a lead position in the market.
Meanwhile, the outbound customer contact services from Response are designed to ensure maximum opportunities for revenue and relationship development. Services like SMS or voice-based welcome messages for new clients aim to creating a valuable early engagement experience that may itself present cross or up-sell opportunities.
In a voice-based environment, inbound contact can lead to the need for outbound follow-up in much the same way that outbound contact can generate inbound contact. Considering these requirements, Response offers a blended call center model that can handle both inbound and outbound call types.
“It’s a real coup for us to have our long standing and successful partnership with Hiscox honored at the NOA Awards which is an outstanding achievement for both companies,”said Brian Bannatyne, managing director of RESPONSE, commenting on the award. “The team demonstrates our strengths in innovation, customer service excellence and delivery of solutions in our work with Hiscox.”