Issue 4 2021

Jan21219 Pre-empting Trends and Developing Solutions VeriCall are a double-award winning company who offer their clients unrivalled call centre services. The Scottish company, led by CEO Adam Taylor, himself an award-winning leader, operate at the cutting edge of technology and are putting in the resources to make sure that they stay there. VeriCall offer their clients a comprehensive range of solutions, from fully PCI DSS compliant payments to AI solutions to omnichannel products. With a range of services especially tailored for Small and Medium Enterprises and even micro-businesses, VeriCall have the solution. In fact, they have provided solutions for all types of companies – government, utilities, directory enquiries and charities, to name a few. The only thing that all their clients have in common is a desire to deliver the best service to their customers that they can, and VeriCall step in to facilitate that. The products that VeriCall offer enable businesses to put together the customer service solution that best fits their target demographic. They can support their customers in real time across their channel of choice by making use of VeriCall’s bespoke service delivery model. Together, the teams design, in partnership, the delivery model that will best support their customers while maximising value. Adam Taylor, CEO of VeriCall and named one of the 30 best leaders to watch by The Silicon Review, said “I believe that customer service is the critical differentiating factor between businesses looking to gain customers and those looking to retain customers. Over the last decade, there has been an explosion of choice as businesses have learned how to exploit the opportunities presented by direct, online retail and service provision.” It is thanks to this increase in choice, Adam believes, that consumers have become more empowered than ever to move and choose suppliers who meet their needs and expectations. It means that in order to thrive, companies have to be prepared to engage with their customers wherever their customers choose. However, companies are often reactive to change, following their customers from platform to platform, and losing valuable engagement during that lag. “VeriCall believe in supporting our clients with foresight and innovation,” Adam said. “We aim to be first to market with new solutions which pre-empt those changes in customer behaviour”. “We consistently see new businesses with exciting innovations rapidly capturing market share and building customer loyalty. By analysing customer behaviours and assessing future trends, we ensure our clients are supported with innovative solutions which ensure they remain at the forefront of customer engagement. We catch early adopters of trends and help to shift them from simple customers to brand ambassadors who spend more, stay longer, and attract new customers.” VeriCall Ltd are a fairly young company who have burst onto the scene in recent years and made huge strides by being proactive and pre-emptive in a largely reactive industry. Discover more about how the firm has been named Best in Customer Centre Solutions, 2021 in this issue of Corporate Vision Magazine. Issue 4 2021 37 This high-tech, shifting world of e-commerce has been difficult for some company giants to adapt to. Companies who have largely done business the same way for decades are often left behind in their inability to change. VeriCall hit the ground running when it was founded in 2017, built with the ethos of adaptability and development from the very start. Adam said “We are not encumbered by legacy infrastructure and have processes enabling us to be more agile and responsive than our peers”. “Having personally come from the client side of the outsourced relationship, we have a unique perspective from the top of the organisation as to the challenges and obstacles of an outsourced relationship, enabling us to place ourselves in the mind of the client to develop our processes to work for our clients and their customers.” VeriCall’s impact and successes have not gone unnoticed. They have been recognised with two GOLD awards as the ‘Best Contact Center (Outsourced)’ and ‘Best in Customer Service’ at Contact Center World’s 2020 ceremony. The work that VeriCall put into remaining at the top of their game, developing solutions to problems their clients haven’t even encountered yet, makes them clear, standout winners in the industry. Their agile nature means that they missed no contacts, and the pandemic had no impact on their operations as they swiftly moved to a WFH model. It has put them in good standing for the first quarter of 2021, and they are set to see continued growth and success throughout the year. Company: VeriCall Ltd Contact: Adam Taylor Website: