Contact Centre Panel helps organisations to deliver outstanding customer experiences and develop successful long-term client-partner relationships. We assist our clients by skillfully identifying the right outsource partners, to meet their specific business requirements. We use extensive outsource customer contact experience, industry expertise and our comprehensive networks of 190+ market-leading contact centres and 110+ best-of-breed technology providers to help companies achieve success.
We are skilled at translating briefs and defining objectives. Our advice is neutral, transparent and honest. Our objective is always to match businesses with the perfect outsource partner at no cost.
Our clients range from large multinationals to emerging SMEs. They span many sectors including utilities, automotive, technology and communications, finance, hospitality, retail and business services – offering both business-to-business and business-to-consumer products and services. Their requirements vary from contact centre or call centre support through to lead generation and contact centre technology provision.
The strength of our network
Each member of our network has been fully assessed, by independent industry experts against our rigorous scoring matrix – using a series of defined stages, a detailed questionnaire, regular update sessions and site visits. If they don’t match our exacting standards, then they can’t join. This ensures that our clients are then matched with the very best service providers.
We regularly review our network, monitoring members to make sure they are maintaining the required standards and consistently delivering outstanding customer experiences.
More than just a broker
We are different from a broker, as our service does not stop once we’ve helped match a partner.
After selection, we support the onboarding process, using our high levels of expertise to ensure smooth setup and delivery. We use a detailed structured approach, Contact Centre Panel 4Cs, to help guide both clients and partners through this process, this includes a review of commercials, communications, controls and setting up continuous improvement measures.
Forging strong partnerships is our goal, so we provide ongoing support to both clients and partners throughout their contract. This includes the regular review of service delivery standards and recommendations for improvement where necessary, we also help resolve any disputes and provide additional support, if required, to maintain a harmonious working relationship and successful service delivery.
‘We take the complexity out of finding, onboarding and managing an outsource partner. Our service has been described by clients as providing ‘a safe pair of hands’.’
How it started
Contact Centre Panel was founded by Phil Kitchen in 2015, who after selling Voice Marketing Ltd to Capita Plc, spotted a requirement within the contact centre industry. The market was diverse and brokers were working with their preferred partners, those who were paying them the highest commission, which in his opinion were not doing ‘the right thing for the client’. Phil was also being regularly approached by organisations who needed help sourcing and onboarding contact centres, call centres and telemarketing agencies. They were looking to tap into Phil’s over 25 years of industry experience and strong network to help them find the right partner.
Phil set up Contact Centre Panel to service this demand, building a formidable network of outstanding partners and creating a business model that meant that clients aren’t charged for Contact Centre Panel’s Partner Match service.
Since forming, Contact Centre Panel has grown from strength to strength. Building a skilled team of outsourced customer contact experts and an enviable client base. We have become skilled at forging strong long-term partnerships between our clients and partners
Tech enabled with a global reach
Our partner network has a global reach, meaning that we’re able to help clients who require a near or offshore service and need to deliver from specific regions. Our partners can deliver multi-lingual solutions and provide integrated technology, such as AI and Automation, to enable clients to deliver a world-class customer experience.
A safe pair of hands
Contact Centre Panel’s pedigree comes from our team, who’s customer contact expertise and industry knowledge, combined with clearly defined client engagement processes, enable our business to provide the very best service to both clients and network partners.
Our service has been described by clients as providing ‘a safe pair of hands’. Helping businesses to navigate through the complex world of contact centre legislation, fines, technology and GDPR.
Focus on what you do best
Our knowledge of the outsource customer contact market and the skills we have in supporting businesses with outsourcing projects, means we’re able to give clients the confidence and capacity to deliver service improvements, saving time and money.
Here to help
So, whether you need help sourcing and onboarding a contact centre, call centre or telemarketing agency, or assistance optimising your internal customer experience operations, Contact Centre Panel is here to help.