Call centre consultancy and consultants - BPO (Business Process Outsourcing) - A full range of voice and back office services from the UK, near-shore and far-shore with a competent UK management team in each location. We operated on a 24/7 basis and offer a pan European service

Katalyst offers data capture and content managment software to enable key productivity gains
16/10/2008 17:20:06
Katalyst extends its business processing service offering by investing in key data capture and content management software which provides unrivalled productivity gains with significant time and cost savings ... read more
CALL CENTRE MANAGERS
- TIP OF THE DAY
Part of our problem in getting recognition within our organizations is because we call ourselves call centers and we have customer service representatives or telephone service representatives. In fact we are information specialists and we run Information or Satisfaction centers. Our agents do more than answer phones they satisfy and illuminate and educate and what we call them does not reflect this. Words have meaning….titles have meaning…and we are trapping ourselves by what we call ourselves.

Katalyst is recognised as a leading Brand within the fast growing UK and European Business Process Outsourcing (BPO) marketplace. The core business is focused upon offering an excellent call experience for Customer Service and Technical Support for our Client`s customers within the key verticals of Internet Service Providers, Telecoms, Content Providers, Retail, Financial Services and Utilities. Our people are able to demonstrate a wealth of experience in managing and migrating outsourced projects within the UK, near-shore and far-shore markets. We operate a 24/7, follow the sun managed service utilising 6 contact centres across the UK, Europe, Africa and Asia. We deliver and operate all our call centre projects with UK management teams and underpin our Client programs with best in class proven UK processes. The scope and capacity of our call centres allows us to offer 16 languages with a competitive cost base that can be tailored to meet our Client`s performance, service level and business targets.

We underpin our service offering through investing in our own technology platforms and tier 1 telecoms routes which provide full redundancy and resilience of service. Our Clients are able to utilise our front end real time reporting tool kits offering customised web based reporting and real time voice recording.

We also offer a bespoke software development service covering the key operating systems, programming languages, databases, applications, webservers, tools and utilities

Our BPO consultancy service provides clients with an understanding of the outsourcing options.

Business Outsourcing (BPO) Projects Undertaken

Katalyst worked with a start up PC distributor to provide them with an end to end sales and support service. Katalyst was able to define the sales sign up process and place this into our UK call centre whilst providing technical support from our far shore centres on a 24/7 basis. This allowed the client to focus on developing their sales channel and brand awareness.

Katalyst was approached by a tier 2 ISP to support their technical support and customer services operation which had seen weak process and customer satisfaction. Katalyst was able to define new process, set up free phone number ranges and handle all inbound call traffic. This resulted in improved customer satisfaction and allowed the ISP brand to focus on customer acquisition.

Katalyst worked with a fledgling new media company who were keen advocates of offshore outsourcing but had experienced communication issues due to an absence of a UK management team. Katalyst was able to benchmark the existing providers service against their own in a pilot campaign delivering enhanced quality and a better priced transaction based pricing model. The Client was able to work with Katalysts UK management team in ramping up existing and new business levels whilst improving customer feedback and transaction SLA response rates