Callexcell

Callexcell describes itself as a customer solution centre rather than a standard contact centre. It handles customer contact for partner companies across all channels and says employee satisfaction is the starting point for good service.

What Callexcell does

• Customer contact handling: service across the whole customer journey by every channel.
• Outbound contact: cross-selling, upselling and booking appointments.
• Back office tasks: order processing, file follow-up and other administration alongside direct contact.
• Flexible capacity: the ability to absorb peaks and dips in workload for partners.
• Automation: technology and digital tools added to human agents.

Clients

Companies that would rather outsource contact work than recruit and train their own team, so their staff can focus on other tasks.

Key facts

• Working model: a hybrid mix of home and on-site working for staff
• Language of its site: Dutch
• Method: co-creation with partner companies