Innovation at ResQ

We develop ways of working, technologies and services that disrupt the market and challenge mediocrity. This level of thinking and innovation is constant. We have already transformed delivery for some of the UK’s best known brands.

Our ongoing success relies upon a sensitive balance of human interaction with enabling technologies to maintain our position as a disruptor in the outsourced market. We produce leading edge technologies to solve complex problems whilst enhancing the experience afforded to your customers.

ResQ’s solutions are geared around deploying technology to supercharge the human interaction and maximise efficiency, performance and reduce cost.

We are always working on new innovations and truly listen to what you and your customers demand. Building on a foundation of hard work and collaboration, ResQ pursued and achieves one innovation after another—an uninterrupted succession of advances.

OUR TECHNOLOGY

ResQ has made a significant financial investment to move our infrastructure to an enterprise-level cloud-based solution platform. To compliment this we utilise a call centre platform that has been enhanced by our pioneering development programme.

Our contact centre platform is wrapped by various ResQ developed solutions to enhance the technical service and provide key differentiation.

We integrate small web apps and the partner’s CRM systems to ensure a unified desktop approach.

Leading the Industry

To be competitive in the outsourced arena, you have to be able to adapt quickly. We are proactive in our approach to all areas effecting our industry and acting on this we pioneer new technological advancements and embrace the change, whether that be requested or mandated. We continuously look for improvements in a fast paced and changing market place.

Our differentiation is achieved by super charging the existing operational capability with technologies. ResQ has invested in an in-house Research and Development department. The focus is developing new technology and initiatives that facilitate and enhance the customer journey and the conversations that our agents have with your customers.

Through this initiative ResQ has delivered both technical and operational solutions to our partners that they have been unable to deliver themselves or with other outsource partners.

Business Intelligence

ResQ’s Business Intelligence and Management Information portal is a unique point of differentiation. The portal provides our partners with key information in real-time, meaning that focus can be changed within day to maximise performance.

Our innovation has led to greater transparency of the service we provide to our partners and gives way to open conversations to take place for quick decision making. Business Intelligence can be accessed and viewed on PC, tablet or smart phone.

Another example of ResQ making life easier whilst supporting informed business decisions.

Responsible Telemarketing

ResQ has something that no other contact centre can offer: Responsible Telemarketing (RTM)

We have pioneered advancements in our own bespoke dialling solution and have a fully compliant predictive dialling platform that complies with Ofcom’s Persistent Misuse Policy.

By developing this technology we have delivered on the aim of our company values and engrained culture, to act responsibly.

Our technology does not just ensure compliance with Ofcom, but also allows outbound channels to continue to be a viable option for business. Our development has improved agent productivity and connection rates.

These advancements on their own are impressive, however when combined with our operational expertise it has pushed the boundaries of our service offering and most importantly, reduced customer harm.

The Figures

Metrics
Responsible Telemarketing
Preview Dialing
Agents
100
100
Total Calls
37,826
23,097
Opportunity To See (OTS)
9.50%
4.77%
Total (OTS)
3,593
1,102
Total Sales
611
165
Responsible Telemarketing
Agents
100
Total Calls
37,826
Opportunity To See (OTS)
9.50%
Total (OTS)
3,593
Total Sales
611
Preview Dialing
Agents
100
Total Calls
23,097
Opportunity To See (OTS)
4.77%
Total (OTS)
1,102
Total Sales
165

Key Facts

  • Doubles productivity and performance
  • Delivers financial cost savings
  • More agility and scalability for your business
  • Removes risk, enhances brand
  • Reduce abandoned calls to 0%
  • Reduce silent calls to 0%
  • Eliminates false positives
  • Improved contact rate
  • Higher conversions
  • Up to the second management and business intelligence
  • Tried and tested
  • Ofcom compliant

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01482 481 200

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