Focus Services

Focus Services runs outsourced contact centres for companies that need customer care handled for them. It describes its model as a hybrid: smaller, flexible centres backed by the technology and reach usually found in large operators, with sites in North America, Europe, Central America and Asia.

Products and services

• Contact centre outsourcing: staffing and running customer contact operations on a client's behalf.
• Strategic Business Units: each account is run by a dedicated director who takes responsibility for its operations and results.
• Recruitment and training: hiring and preparing agents for each programme under its Focus Footpath process.
• ClearView platform: in-house agent performance software with live tracking, reports on customer interactions and game-style rewards.

Who it works with

The firm serves businesses that outsource customer service and want measurable, predictable contact centre performance.

Key facts

• Locations: North America, Europe, Central America and Asia
• Technology: ClearView agent performance platform, built in-house
• Staff support: Offers training, leadership development and career planning for its employees