Delivering
Excellence
Together
At Call Consilium we provide UK-based, expert, dedicated, independent quality, compliance and risk services. We offer an independent, customer-centric view of quality and compliance targeted at driving improvement and providing unique and valuable business insights.
By offering an entirely independent and objective view, we provide a premium level service and cost-effective solution. Call Consilium provides quality monitoring and risk management for sustainable, profitable, and compliant channels.
Our approach centres on improving customer experience and maintaining regulatory standards, thereby enhancing reputation and industry standing. We offer detailed analysis, reporting and responsive feedback with calculated interventions. We believe in a collaborative approach with a common aim of delivering excellence together.
For both in-house and outsourced operations, Call Consilium offers an investment in a UK based, intelligent, cost effective solution in the pursuit of quality customer interactions.
ABOUT US
QUALITY
QUALITY is at the forefront of everything we do. It is something we measure and are measured by. Our internal standards on quality are peerless. In terms of recruitment, we employ graduates or master's graduates typically with multi-lingual skills or advanced level thinking skills. Our teams are dedicated to one client in order to extend and develop an excellent product and service knowledge. Flexible work patterns, a generous package and permanent contracts not only reduces staff attrition and absences but heightens our reputation as an attractive employer.
INDEPENDENT
INDEPENDENT and impartial, as your partner we can provide a truly objective view on performance. Free from any bias or influences, the scores and feedback provided are balanced and informed. Reports are engineered with the progress and pursuit of excellence in mind. This critical MI facilitates high level decision making with confidence, and provides the objectivity and insight which is fundamental in terms of growth and results.
RELIABILITY AND ADAPTABILITY
RELIABILITY and ADAPTABILITY are at the heart of what we offer. Whatever your requirement for resource, our dynamism and agility allows us to always accommodate client requests. Our flexible staff working patterns and low levels of absence coupled with high staff retention allow us to evolve and adapt in line with client expectation. Whether there is a variation in monitoring requirements, or a key focus on a new process or report, we can, at short notice, realign resource to fulfil almost any request.
SECURITY
SECURITY of data is naturally a concern when outsourcing. At Call Consilium, we treat your data as we would treat our own and protect it with the utmost care. Data provided will only be stored and secured so long as is required and our internal data training and policies are in line with the highest industry protocols. You can be confident your data will be safe and secure. We have a dedicated Data Compliance Team to safeguard this and we will always review, update and upgrade security features wherever required.
Call Consilium is a UK based, owner-managed business founded on the principles of quality, compliance and risk management.
We specialise in customer service and sales for contact centres who operate within regulated environments.
As an outsourced partner we can provide a truly objective and impartial view on performance. Free from any bias or influences, the insights and feedback provided are balanced and informed.
We are energetic in our approach and passionate about the impact our insight and interventions have on customer experience, sales and regulatory compliance.
SECTOR EXPERIENCE
MEET OUR TEAM
Marilyn Barnes
Managing Director
Marilyn enjoys a reputation gained by working over a number of years with some of the biggest and best-known brands in the UK and worldwide. As a specialist in contact centres and growing sales within regulated environments, Marilyn has been proud to assist such brands as Npower, SSE, Hewlett Packard, OVO, Sky, ‘3’, Carphone Warehouse, Vodafone, Orange, O2, HSBC, Aviva and Barclays. Having worked with major brands across all sectors she has extensive experience. Marilyn is proud to have served and supported the contact centre industry as a judge in the European Contact Centre and Customer Service Awards and continues to champion the industry wherever possible using her knowledge and experience to encourage others to achieve excellence.
Mark Boyd
Head of Client Performance
Mark is a co- founder of Call Consilium. Having been previously responsible for the setup, management and growth of a successful risk and quality management business, Mark has a passion for working within the financial services, utilities and telecommunication sectors. The decision to establish Call Consilium was in response to client feedback and the lack of external expertise. Mark’s enthusiasm for continuous improvement, not only at Call Consilium but in our client’s operations too, stems from his desire to maximise performance while maintaining customer experience and regulatory compliance. Mark takes personal responsibility for client experience at Call Consilium and is uncompromising in his desire to ensure the highest possible levels of customer service for our partners.
Robin Kelly
Head of Business Information
Having forged a successful career in the area of law, specialising in contract law and international business law, Robin's entrepreneurial outlook sparked a successful e-commerce venture. After honing his entrepreneurial and business acumen on this project for eight years Robin has enjoyed promotion to Head of Business Information at Call Consilium. Robin heads up the team who provide analysis and insight for our clients. Robin is valued for his expertise and input as part of their overall view of compliance risk within their organisations.
WHAT OUR CLIENTS SAY
Senior Partnerships Manager, Energy
"Call Consilium completely transformed the Compliance of the sales partners with complaints dropping to 0.03% of sales. In addition, the sales partners completely engaged with Call Consilium on improving their own scores and made Quality a priority with the sales agents. The team at Call Consilium are extremely personable and has made what is traditionally quite a difficult business area to encourage sales to engage with, completely ingrained in their processes. I would recommend Call Consilium to any business that utilises QA & Compliance monitoring to both improve sales and also delivery complete peace of mind. The Boost and OVO business would not have been the same without them."
Head of Third Party Sales, Financial Services
“…thank you to your team at Call Consilium for all the energy and insight they have provided. Your organisation has transformed our compliance processes in the direct sales team and successfully managed a significant change in how we view the quality and compliance element of sales made via our call centre. Your input has reduced our cost to capture significantly and stimulated a greater degree of engagement with the sales teams than we had anticipated…”
CONTACT US
CONTACT
US
For further information on how we can transform your business...
VISIT
US
Our main operational base is in Scotland, but we have representatives across the UK. We would be delighted to meet in person or remotely to discuss how we can help your business