Active Telesource

Active TeleSource is a customer care provider that answers customers on behalf of organisations in regulated industries. It also works as an overflow partner, taking extra volume when a client's own contact centre is stretched.

What Active TeleSource offers

• Outsourced customer care: agents supported by technology and established processes.
• Overflow management: extra capacity that protects continuity when staffing is short.
• Unified call centre operation: clients' teams, wherever they sit, can be joined into one customer service organisation.
• Programme design: processes shaped around each client's own requirements.

Customers and markets

The firm focuses on utility, energy, healthcare, telecommunications, government and financial services clients, and says it meets the security standards those industries expect.

Key facts

• Focus: regulated industries
• Approach: technology combined with trained people
• Typical use: overflow and business continuity for customer care teams