Single Call Resolution

Mosaic

Resolving a customer need at the first time of asking is our primary objective. It is our main focus and an essential requirement of a contact centre operating today.

In ever-increasing competitive markets, failing to satisfy customer needs without the need for a follow-up call, could leave your business running the risk of losing not just the customer, but in time, significant profitability.

Single (or First) Call Resolution is our primary objective and a key metric in helping to measure the success of our agents and your customers' satisfaction.

Accurate results

Measuring Single Call Resolution accurately, however, can be an expensive and complex task. On top of the outlay for adequate facilities comes staffing, training and other unforeseen costs, factors many companies can’t afford.

Outsourcing these services however to Mosaic ensures your business has access to the latest technologies and a professional team of contact centre staff operating as an extension of your business.

As with each customer, each client has different requirements and recognising this enables Mosaic to build a bespoke solution geared towards providing added quality and insights that can take your business forward.

We employ various call & performance metrics, regular product and brand training, call-recording and cross-sale promotions, ensuring Single Call Resolution is possible on each of your customers calls.

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Next Steps

Specialists

Being able to resolve a customer need at the first time of asking, is an essential tool in a brands armoury and a requirement for long-term customer satisfaction and retention. Customer demand is such that when representing the brand, you are expected to know everything and handle any customer or product enquiry, no matter how small or detailed it may be.

Being able to process these demands, resolve enquires and potentially handle conflict requires specialist agents, fully immersed in brand and product knowledge.

Our contact centre agents will become extensions of your business. Armed with exceptional knowledge, they can resolve enquiries, provide detailed information and help customers through to sale, all on the one call.

Customer Product Enquiries

Being able to resolve a customer need at the first time of asking, is an essential tool in a brands armoury and a requirement for long-term customer satisfaction and retention.

Customer demand is such that when representing the brand, you are expected to know everything and handle any enquiry, no matter how small or detailed it may be.

Being able to process these demands, resolve enquires and potentially handle conflict requires specialist agents, fully immersed in brand and product knowledge.

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More about us

Find out more

  • We operate a bespoke call resolution service. We fulfil this need by walking a mile in your shoes and work hard to understand your brand, products and business objectives.
  • Our contact centre agents will become an extension of your business. Armed with exceptional knowledge, they can resolve enquiries, provide detailed information, take payment, and help customers through to sale, all on one call.
  • We invest in your brand and our people. We have a multi-skilled team who work for numerous brands. What this means for you is not only can we offer excellent value for money we deliver exceptional service – with our main focus on being answering your customer queries there and then on that first call.
  • Our IT and tech solutions run through the heart of our business which means our integrated CRM systems, call monitoring tools, and agent performance metrics provide leading solutions that fulfil your requirements and help reinforce brand reputation.
  • Mosaic’s contact centre is open seven-days-a-week and built as a resilient mission-critical environment with business continuity solutions ensuring zero downtime.

Get in touch

Take a tour

Warehouse

Set on the site is 115,000sq ft of warehousing space, capable of handling in excess of 2 million parcels per annum.

Contact Centre

  • 80-seater contact centre
  • Print Room

Digital Mail Room

  • High Volume Post Room – Capable of handling up to 40,000 responses a day
  • State of the art scanning & document processing software
  • Payment solutions, achieving better than 99.99% banking accuracy
  • Disaster Relief and contingency

Book a tour

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Proud

Our Awards

We are an Award Winning end-to-end outsourced business services operation, ensuring effectiveness, efficiency and security throughout the entire business. This is also reaffirmed by our many business awards we have celebrated across all facets of our operation.

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