Ashford based Europa Contact Centre has been enhanced with a £1million, 12-month technology upgrade project.
This is the largest investment since the centre, acquired by Dartford based Europa Worldwide Group in 2019. The Group as a whole employs over 1100 people across its 16 sites in the UK, Hong Kong, and Belgium.
The latest investment 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 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.
The company 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.
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).