Outsourced Contact Centre
Managed customer
contact support
The right people, processes and
reporting for your customer activity.
Built on Trust. Proven by Results.
Customer contact support shaped around your needs
Managed support gives your business the focus, capacity and structure to keep every interaction responsive, consistent and on brand. From campaigns and service lines to bookings, research and verification, trained advisors work to your agreed process and outcomes.
Support that fits you
Built around your activity, channels and priorities.
Focused brand training
Advisors trained around your service and standards.
Inbound and outbound
Contact handled through agreed channels and processes.
Measured delivery
Reporting against agreed measures, quality and outcomes.
Expertly managed customer contact support
The right people, processes and reporting keep service lines, campaigns, bookings and research activity responsive, on brand and on track.
Service and
information lines
A reliable point of contact for a defined service.
Bookings and registrations
Handled to an agreed process.
Enquiry
response handling
Support by phone, email or webchat.
Marketing
campaign support
Campaign enquiries and follow-up handled consistently.
Data research
and verification
Information confirmed, updated or enriched.
Structured B2B
outbound activity
Follow-ups, research or verification calls with a clear purpose.
How managed support works for you
Working with you, we define the activity, process and escalation routes before it goes live. Advisors have the knowledge they need to deliver a consistent customer experience.
Once live, reporting and quality reviews identify opportunities to streamline the process, improve the customer journey and make practical recommendations.
1. Define
Agree purpose, audience, channels, likely volumes, hours, outcomes and responsibilities.
2. Design
Build the service process, knowledge, data handling, escalation and reporting.
3. Train
Prepare advisors using your brand, campaign and realistic customer scenarios.
4. Deliver
Manage inbound and outbound activity through the agreed channels and systems.
5. Report & Refine
Share results and insight, then make improvements where they add value.
Technology that fits
the way you work
Managed customer contact support is built around the systems and information your business already relies on. Advisors can work within your CRM, helpdesk, order-management or campaign systems, use Dawleys technology where it adds value, or operate through an agreed combination.
Secure data handling and clear reporting keep activity consistent, visible and easy to manage.
Inbound and outbound calls
Email, webchat and digital response handling
Work in your CRM, helpdesk and campaign systems
Call recording and quality monitoring
Clear reporting and operational visibility
Secure data handling backed by ISO 27001 & Cyber Essentials
Built around the systems you already use
Advisors can work within your CRM, helpdesk, order-management and campaign systems, or through an agreed combination of yours and ours.
Case Study: A contact centre partnership built to support long-term growth
Dawleys has supported Texaco’s Star Rewards loyalty programme since 1999, providing professional customer care and programme administration as the service and its technology have evolved. It demonstrates how a clearly defined contact centre requirement can become a reliable, well-managed part of the wider customer experience.
Contact Centre FAQs
What types of activity can Dawleys support?
We support clearly defined inbound and outbound activity including service and information lines, bookings and response handling, marketing campaign support, research, follow-up and data verification.
Do you provide an outsourced call answering service?
We can manage inbound calls as part of a defined service with agreed processes, training, hours and reporting. We are best suited to requirements where advisors need enough knowledge and structure to represent the organisation properly.
Can Dawleys carry out outbound calls?
Yes. We deliver structured outbound activity such as follow-up, campaign response, research and data verification. We do not position the service as indiscriminate consumer cold calling.
What information is needed to scope the service?
It helps to understand the purpose, audience, channels, anticipated volumes, hours, data, systems, service levels, timescale and how exceptions should be handled. We can work through these with you.
