Customer Service Outsourcing
Customer service built around your business
Flexible support, shaped around your requirements.
Built on Trust. Proven by Results.
Dawleys resolve hundreds of thousands
of customer enquiries every year
Discover what our contented clients say about our customer service solutions.
What type of support do you need?
A Dedicated Customer
Service Team
For businesses looking for a trusted team to manage day-to-day customer service as a genuine extension of their operation.
Flexible Contact Centre
Support
Trained advisors delivering clearly defined inbound & outbound activity including service lines, marketing campaigns & data research.
Speak to an expert for help on what service would fit your needs
Customer Service that strengthens every connection
Consistent, responsive support turns enquiries into positive experiences, builds loyalty and protects your reputation, all delivered by a team that feels part of your business.
That’s the Dawleys difference.
Extension
of your Team
Support that feels part of your business. Our customer service representatives are trained in your brand, tone and products deliver a unified experience that your customers trust and integrated systems that keep information accurate and responses fast.
The result: Effortless communication and confidence your brand is always represented with care.
Scalable
Customer Service
Support that flexes with your business. We have the capacity to scales to match peaks, product launches or changing demand, without extra overheads. Your customers receive reliable, responsive service, while performance data ensures consistent quality.
The result: More reach, less stress and a reputation for always being there when it counts.
Exceptional
Brand Protection
Every conversation shapes how customers feel about your business. Every call, email and chat is handled with care, creating seamless call centre experiences that turn customers into loyal advocates. Our consistent, empathetic support builds trust and strengthens long-term customer loyalty.
The result: Higher satisfaction, fewer complaints and stronger relationships.
Multi-channel solutions for outsourced customer support
We provide integrated solutions to fit your specific customer service needs, including:
Phone & email support
Cross selling & up-selling
Webchat
Help Desk
Order processing
Query handling
Scalable tech-driven integration
Our support combines AI, CRM and regular data insights to help your business improve operations and scale flexibly. We fully integrate with your CRM systems whether they’re big, small, or bespoke.
We’re fully accredited for quality, security and sustainability
ISO 27001: Information Security Management provides policies and procedures needed by Dawleys to protect information and includes all the risk controls (legal, physical and technical) necessary for a robust IT security management system.
ISO 9001: Quality Management provides Dawleys with a system, driven by customer needs, of continual assessment and service improvement. It provides our clients with the assurance that they will consistently receive a quality service.
ISO 14001: Environmental Management helps Dawleys manage waste, reduce our carbon footprint and environmental impact.
Cyber Essentials is a government-backed scheme that helps Dawleys to guard against the most common cyber threats and affirms our commitment to cyber security.
Call Centre Management Association for call centre professionals helps Dawleys share best practice and experiences to deliver business excellence.
UK Contact Centre Forum membership helps Dawleys connect with other contact centre professionals, share best practice and stay informed on industry trends through networking events, insights and sector discussions.
Case Study: Delivering excellent customer service
Dawleys work closely with Horwood Homewares to build a customer service operation that reflected their brand and scales with demand.
Our Process – A partnership
that starts by understanding your business
“When we work with you, it’s not ‘us’ and ‘you’ – it’s One Team. We treat your customers like our own, making sure every conversation feels personal, professional, and true to your brand.“
Lucy Yemm, Customer Service Manager, Dawleys
Feedback on our customer support call handling
Listen to feedback from our client’s customers after a happy resolution to their call.
Insights on delivering
truly amazing customer service
Dive into more articles on customer service and the Dawleys community.
Customer Service Outsourcing FAQs
How does outsourced customer service protect my brand?
Outsourced customer service strengthens your reputation by giving customers consistent, professional and caring support. Every interaction reflects your values and tone of voice, so that your brand feels trusted and dependable – whatever the query.
Can I keep control if my customer service is outsourced?
Absolutely. You set the standards, KPIs and tone, the team follows your processes as if they were part of your business. Transparent reporting keeps you in control, while freeing up time to focus on strategy and growth. For many organisations, this creates a level playing field, giving access to the same professional systems, expertise and customer experience that larger businesses rely on.
What type of customer enquiries can be handled?
Everything from product or order queries to complaints, account support and general enquiries – across phone, email and live chat. The service flexes to suit your business, whether your B2C, B2B or both.
How do you ensure agents sound like our in-house team?
Agents are trained in your brand, products and customer journey before they pick up the phone. You’re encouraged to bring your brand to life for the team – sharing your story, values and tone during training sessions. Regular call listening, feedback and coaching then ensure your voice and service standards are delivered consistently, every time.
What results can I expect from outsourcing?
Clients typically see faster response times, improved CSAT scores and increased repeat business. By freeing up internal resources, you can redirect focus to sales, innovation and customer retention.
How do you hand peak periods or unexpected demand?
Capacity scales easily, extra resource can be added during seasonal peaks, campaigns, or product launches. You stay responsive without compromising quality or overloading internal teams.
What makes Dawleys different from other contact centres?
Service is personal. Teams are UK based, brand trained and dedicated to your business. It’s a boutique partnership, large enough to deliver, small enough to care whilst focusing on protecting your brand and delivering measurable results.