Contact Centre Panel

Contact Centre Panel, now trading as Customer Contact Panel, is an advisory firm that helps organisations pick and onboard contact centre outsourcers and technology suppliers. It works from the client's problem rather than a preset answer, and supports buyers from shortlisting to agreeing commercial terms.

What Contact Centre Panel offers

• Outsourcer sourcing — finds and onboards outsourced partners for customer service, sales, telemarketing, lead generation and market research.
• Technology selection — helps choose contact centre technology, automation and AI tools.
• Operation design — plans and improves how a customer contact operation runs.
• Crisis support — sources specialist partners for crisis management.
• Leadership development — work with managers and their teams.
• Market insight — publishes views on customer operations and industry trends.

Who it works with

Clients include charities and businesses outsourcing customer care; the firm helped Soccer Aid for Unicef secure call centres to take donations from the UK public for its 2019 match.

Key facts

• Model: fee structures published openly and the same for all clients
• Network: contact centre outsourcers and technology providers