DEDICATED SERVICES

Woven understands that when you outsource a part of your business, it is vital that this service is considered an extension of your own organisation; with shared values, ethos and an emphasis on brand alignment.

Working with Woven means working with a partner who truly wants the best for your business and its customers.

We commit to the delivery of significant improvements in the productivity of team members, efficiency, process and customer experience. In turn, our clients are provided with reductions in operational costs, increases in revenues and an overall improvement in customer satisfaction.

We help create an outstanding customer experience, and in turn this leads to improved retention, loyalty and advocacy; creating raving fan customers who are driven to recommend your product or service to others.

One of the most successful strategies for delivering outstanding customer experiences, is delivered through the Dedicated Team model at Woven. This model gives you a team of fully trained, specially selected and on-brand advisors who work solely on your service. At Woven, we often find that advisors who sit on dedicated teams, consider themselves as employees of the brand they represent; living and breathing their brand values and being advocates for those businesses.

Within dedicated teams, advisors are able to deliver either one or a combination of different types of service across varying channels. Woven has teams of advisors who operate both inbound and outbound services for clients over voice, web chat, email, social media, customer driven review platforms and fulfilment services.

One of the stand out benefits of Woven is our flexibility in being able to offer clients a ‘pick and choose’ attitude to designing their ideal service. This is thanks to our innovative leading-edge contact centre technology which allows us to deliver a truly aligned, informed and omni-channel customer experience.

Empowered People

Immersed in your Brand

Our people are at the heart of our service

Recruited to Agent Personas, matched to the personality of your brand, routed by performance

Immersed in your values and DNA

Focused on eliminating waste and adding value

Exceptional service with real-time QA apps and agent ‘genie’ solutions

Increasing your CSAT

Increasing your NPS

Liberated Data

Single View of Customer

Service is the biggest driver of value

Instant access, real-time visibility across your customer’s journey

Online and mobile-responsive

Global, independent Quality Assurance with decades of experience and insight

Dynamic analytics-based scoring

End-to-end assurance of your CX inc. surveys and mystery shopping

Assuring your services

Capitalising on your opportunities

Connected Services

Intuitive Experiences

We’re re-inventing connected experiences

Truly omni-channel contact strategy

Lowest barrier to entry in the industry

Rapid, real-time API integration with minimum client IT effort and time

No/lo code with non-invasive RPA

Empowering your business with agile tools, self-service setup, and change in a matter of seconds

Giving your customers

answers not channels

Boutique Operations

Tailored for You

Globally consistent service, with local expertise & value

A boutique, bespoke experience

Dedicated seats or Bureau with unique Bureau overflow options

Surge capabilities to deal with dramatic increases in volume

1000 seats across 3 sites

FCA authorised, PCI compliant, ISO assured

Increasing your efficiency

Reducing your cost of service

Lets talk about a solution for you

We currently have dedicated teams ranging in size from just 1 full time equivalent employee, to teams of over 160 advisors. Thanks to intelligent workforce management tools and expertise in attracting and retaining advisors, we are able to flex team sizes for our clients at short notice too cater for seasonal peaks and unexpected surges.

For our clients, this means that customer contact volumes can be met throughout the year, without compromising on the quality of service each individual receives.

WHY WOVEN IS THE PARTNER OF CHOICE.

Your brand matters

We will select the right Woven Receptionist to match the personality of your brand and tone of voice, to give the customer the best experience possible.

Extensive Experience

With over 900 UK clients, we work in partnership across a wide range of sectors, including; legal, utilities, facilities management, retail, travel and charitable

Trusted Expert Support

With 3 sites across the UK offering an established switchboard service, we have Disaster Recovery sewn up! We are the safest pair of hands in the industry.

100% transparent

Transparency is not only one of our core values, but with our QA app you can monitor 100% of all calls and feedback to our team in real time.

Lets talk about a solution for you