Outsourcing in Practice

Our philosophy

The objective of our business is to provide our clients with a ready-made, easily accessible complaint outsourcing solution.

We provide advice as and when we believe necessary, but do not seek to influence or alter our clients' business philosophy, policies or practices unless asked to.

How it works

A range of different services is offered, to meet different clients' needs.

Full outsourcing is offered to those smaller clients who are unable to resource a dedicated customer services department in house.

All work is time logged and clients are able to calculate, at a moment's notice, their actual complaint costs in a way that they can't with in-house departments.

For larger clients, we are on hand to assist with individual claims or backlogs as and when required. For those more serious claims which result in action in the Small Claims Court or arbitration, we can take care of all preparatory work and advocacy.

Our charges

Per task: A charge is made for each task (e.g. letter, telephone call, email, fax) carried out per file. Charges are itemised and reported to clients at the end of each month.

Per file: For those who want to know exact outsourcing costs, a per file charge can be agreed in advance.

Per hour: Alternatively, clients may choose to pay per hour.

For full details of a charging scheme to suit your needs, feel free to contact us.