We never want to miss a customer engagement. By combining voice, email, social, SMS, WhatsApp, webchat – we deliver a consistent customer experience, reduce customer effort and drive performance.
EXPERTS IN OUTSOURCED CUSTOMER MANAGEMENT
As a trusted partner in customer management, Singula Decisions has over 24 years’ experience in managing and delivering personalised experiences across the entire customer lifecycle. From customer service, complaint handling, troubleshooting, sales, customer retention, winback, technical support and billing – our team know what it takes to support, acquire, grow and retain customers – we are experts in everything contact centre.
WE ARE PASSIONATE ABOUT EXCEPTIONAL CUSTOMER EXPERIENCES
Our outsourced heritage and partnership approach means we deliver personalised experiences across the entire customer lifecycle. We know what it takes to acquire, grow and retain paying customers.
OMNI-CHANNEL
UK BASED TEAM
We are open 24 hours a day, 7 days a week, 365 days of the year. Our team can scale to accommodate your business need, that may be a single event, multiple events or even out of hours support.
LAUNCH AND SCALE QUICKLY
We’ve successfully reacted to our client’s needs. From small through to large scale national programmes. We support your customers pre and post event.
EXPERIENCED AND LOYAL STAFF
We have an average staff tenure of over 14 years. Our staff are experts in campaign work as well as traditional customer service and technical support.
LATEST CONTACT CENTRE TECHNOLOGY
Our agents use the latest digital technology and cloud-based tools to provide the very best customer experience whilst reducing cost to service.
EMOTIONAL INTELLIGENCE FOCUSED
Our team understand the demographic of your customers, listen to feedback, adopt your values, and minimise perceived customer effort. We coach, tailor, and align our teams with your brand and values. We become the voice of your brand.
INBOUND AND OUTBOUND SALES
Our tailored sales support aims to improve key business metrics by generating up-sell opportunities, boosting conversion rates all whilst reducing the cost per contact and cost per sale.
300%
increase in sales using web chat
8k
calls handled each month
CUSTOMER SERVICE
We work closely with our clients to identify how best to maximise the effectiveness of their customer relationship and performance. Our comprehensive range of customer management services can be tailored to meet your specific needs.
BUREAU AND POP-UP SERVICES
Sometimes you simply need a small or large volume of trained, skilled agents at short notice to support a last-minute campaign or unplanned spike in contacts.
24/7
hours to suit you
60%
of customers requesting cancellation retained by skilled agents
CUSTOMER RETENTION
We believe being proactive rather than reactive can help bolster your brand loyalty. By understanding your customer behaviour and interests, coupled with the right retention offer at the right time, we play a critical role in helping retain customers. We get to know your customers.
TECHNICAL SUPPORT
We can answer simple questions and troubleshoot more complex issues. Our talented teamwork with you to develop knowledge base systems, build training programmes and deliver the highest quality service your customers deserve.
69%
uplift in calls carefully managed
25%
conversion from outbound campaigns
CAMPAIGN MANAGEMENT
We use our omni-channel solutions to drive customer engagement by identifying, tailoring, and responding to communications based on customer personas and at the right time.
WHY SINGULA DECISIONS
We’ve helped our clients deliver national customer support campaigns to over 30 million homes across the country. Our team have supported UK wide safety net schemes, delivered inbound acquisition rates of up to 60%, conducted outbound campaigns driving up to 70% conversions, and run churn reduction programmes achieving turn-around figures of up to 60%.
EXPERIENCED TEAM AT IT’S HEART
Benefit from a team of professionals focused on getting to know your customers – how to find them, inspire them and convert them.
TRUSTED BY INTERNATIONAL BRANDS
Our average client tenure is over 10 years. Our experience is real – we currently work and have worked with Digital UK, Waste Aware Action Scotland, BT, Freeview, Tesco, Lothian Buses, The Art Fund and many more.
Our CES/CSAT scores are consistently above
85%
Our quality scores, across all contact channels are above
94%
Each year our multi-channel customer contacts exceed
73k
WANT TO HEAR MORE?
See how Singula Decisions can become an extension of your team. To speak to one of our experts, just complete the form and we will be in touch.
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