ExpertCallers

The firm's inbound answering and customer support service handles calls, emails and chats on behalf of businesses that do not want to staff a contact centre themselves. The firm presents itself as an outsourced customer operations provider with delivery centres in several countries, and its services are customised for large, medium and small enterprises.

Answering calls for large, medium and small firms

Inbound call handling is the core of the service. Agents answer the calls, deal with a customer's question or complaint and resolve issues where they can. The firm says its services are customised to each client, and it gives the example of an insurance licensing authority in Canada whose rules set a short time within which calls had to be answered.

Email and chat support

Customer queries also come in by email and chat, and the firm handles both. Its email work is aimed at prompt and courteous responses that help build a client's brand image. Chat support is offered so that customers get quick answers and feel comfortable doing business with the company. Technical support is covered as well, with operators trained to guide customers through troubleshooting steps for a wide range of technical questions.

Recording, monitoring and quality

Every call is recorded, and the firm describes its monitoring as specialised, with quality checks and calibration to keep standards consistent between agents. The company says it uses Lean Six Sigma methods to govern how the work is done, and that its delivery follows standard procedures across all of its locations.

Reporting that clients can follow

Clients can see performance through real-time reporting, which is available through mobile apps. Service level agreements are tracked and reported. The firm's site also describes AI-supported trend and exception detection, with experienced people overseeing the results.

Sectors and case examples

The firm names automotive, financial, healthcare, logistics and transport, retail and e-commerce, telecom and government agencies among the sectors it serves. Its published examples include inbound and outbound support for a UK-based company that promotes public safety and urgent care through wearable technology, and a telemarketing programme for a UK home refurbishment company that was set up to widen its customer base.

ExpertCallers is an outsourced customer operations provider that runs call centre, data and back-office work for businesses. It has more than 20 years of experience and delivers from six global centres, using Lean Six Sigma governance alongside AI-assisted workflows.

What ExpertCallers does

• Customer support: call centre operations for large, medium and small enterprises, with services customised to each client.
• Data processing and back office: data and back-office operations run to standard procedures across delivery locations.
• Outreach and quality monitoring: outreach campaigns and call monitoring, with 100% of calls recorded.
• Real-time reporting: performance reporting available through mobile apps.
• AI-augmented delivery: AI-supported trend and exception detection, with expert human oversight.

Who it works with

Businesses in automotive, financial, healthcare, logistics and transportation, retail e-commerce, telecom and government agencies.

Key facts

• Experience: more than 20 years in customer operations
• Delivery centres: six global delivery centres
• Case study: a talent profile management project, reported to have improved efficiency by 34%.