Interact is a leading contact centre deploying the latest technology to engage customers. We deliver multi-channel customer service, acquisition, and retention campaigns across all channels (including phone, live chat and e-mail) and working to the highest ethical standards. Interact’s clients include brands such as Ebay, EE, The Times and The Sunday Times, BT, Heinz, among many others.
Interact was founded in 2011 by the former UK management team of one of the world’s largest outsourcers.
The concept of the company is a ‘hub and spoke’ operation, with a network of regional medium-sized contact centres feeding into a central ‘hub’ in Richmond that takes care of IT, HR, finance, sales, marketing – leaving the centres to focus on running quality contact centre operations.
The intention is to locate the regional centres in areas of high unemployment, with the first based in Wigan.
Each regional centre is led by a local entrepreneur, who enjoys a shareholding in the business and a significant amount of autonomy, underpinning the sense of this being a business in and of the community.
The hub and spoke model employed by Interact facilitates ‘buy-in’ at all levels, in a manner that businesses focusing on larger sites would struggle to achieve. Each site is able to maintain a personal feel in which every member of staff will be known by name by the senior management team.
The culture of the company is based on the premise that a successful contact centre operation is all about day to day operational management and getting the detail right. Also, recognising the fact that success comes from the bottom up and cannot simply be imposed.
At its core, the model is dependent on immersing staff in the organisation’s culture through a range of developmental and engagement activities, that, as well as being beneficial for staff, result in loyalty and a tacit return on those investments.
Whatever your needs, all of our centres are fully equipped with the latest and most flexible technologies.
We can do everything you’d expect a modern contact centre to do, like call blending, predictive dialling, skills-based routing, automation (where absolutely appropriate), remote monitoring, and multimedia contact management.
Working with best-of-breed partners enables us to be highly reactive and fast to respond to client needs. Although some clients bring their own technology, the Infinity Agent Desktop is at the heart of many of our solutions. We are also a LivePerson partner company for live chat.
Agent desktop solution from Infinity CCS: improves service and efficiency
Outbound dialler: boosts productivity and reduces costs
Webchat from Liveperson: integrates with your website
Data sourcing, enriching and analytics: improves performance
TPS and PCI compliance: protects data and ensures security
Learn more about Interact here.