Europa Contact Centre, the multi-channel outsource contact centre, has concluded their 12 month technology upgrade project.
The investment, a culmination of an 18 month business review and development project, is the largest investment since the centre, based in Kent was acquired in 2019 and rebranded as Europa Contact Centre.
The project included a 360-degree review of the business, listening carefully to clients, their customers and industry leaders to deliver a fit for purpose and “future-proofed” solution.
Europa Contact Centre partnered with award-winning Foehn to implement the Genesys Pure Cloud platform, further enhanced by the integration with Microsoft Dynamics 365 CRM which combined, provide the ultimate contact centre service.
The systems provide a personalised experience on the channel of the customers’ choice, giving Europa’s team the tools to deliver the highest quality service. The new technology will also support new flexible working models.
In the post-Covid economy, after a year of lockdowns and social distancing, many brands were not prepared and able to adapt, leading to customer frustration and dissatisfaction. It is expected that operations have now changed forever, and brands must respond to this.
With homeworking here to stay, many organisations do not necessarily have the infrastructure to support it. Many businesses are expecting a hybrid working pattern going forward. It was recently reported that almost all of the UK’s 50 biggest employers said they do not plan to bring staff back to the office full-time. Instead, they will be a mix of home and office working, with staff encouraged to work from home two to three days a week.
Europa Contact Centre provides a seamless service via multi-channel response handling and already support clients across numerous sectors including entertainment, membership operators, charities, higher and further education as well as professional services. It has seen a growth in demand from organisations trying to provide a seamless customers service through the Covid period.
It is an exciting time for Europa Contact Centre, as well as this investment the team has been boosted with the appointment of a new General Manager Mat Jobson who joins with over 20 years commercial experience. Mat is working closely with Alison Flannery, Operations Manager of Europa Contact Centre.
Mat comments “I’m delighted to have joined the team at such a dynamic time, this investment means we are ideally placed to support our existing customers and their future requirements and deliver on our growth strategy through increasing our capacity.”
Europa Contact Centre offers a diverse range of inbound and outbound services including: E-commerce customer service support, booking lines, membership & subscription management, out of hours/overflow reception services and fully compliant payment processing. This investment ensures that customers can get in touch by multiple channels including telephone, emails, web chat, SMS, WhatsApp and digital.
Europa Contact Centre is part of the Europa Worldwide Group which recently featured in The Sunday Times Profit Track 100 2021, which ranks Britain’s 100 private companies with the fastest-growing profits (over their latest three years).