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Outsourced Customer Services Team Sees Growth With COVID-Testing.

A UK customer service team has seen huge demand from clinics needing help Covid-testing. TieTa, was set up by Caroline…

Outsourced Customer Services Team Sees Growth With COVID-Testing

26th July 2021

Woman talking on the phone in an office

An Oxfordshire-based customer service team has seen huge demand from clinics needing help Covid-testing, Corporate Vision reports.


TieTa, was set up by Caroline Walton, who previously ran the customer services operation for one of the UK’s largest short term lenders.


The company rebranded and relaunched last year, looking to take the headache out of customer services by offering a fully trained support team that can manage all your enquiries remotely. From general email enquiries, social media responses, live chat to debt recovery and refunds – all your customer services can be managed externally through TieTa.


It was their competence in appointment scheduling and automated messaging that created a lightbulb moment – and suddenly they were helping clinics set up thousands of appointments and send Covid test results by email and text.


Tom Horne, COO of TieTa, commented: “I don’t think we expected such a massive volume of enquiries from covid testing. We started working with one clinic who was offering covid-testing and then it quickly became three. But with the sheer volume of enquiries they were getting, the clinics just couldn’t cope.”


Horne explained the logistics of the various types of tests available: “Essentially there are 3 types of covid tests – a general test, fit-to-fly test and the day 2 and day 8 test if you are isolating. Each one comes with an appointment scheduling, admin, queries and results – so there is a huge amount of customer service involved and the clinics were not fully ready for such scale.”


Horne continued: “With our background in financial services and working in a highly regulated environment, it was a seamless transition to work with covid-testing companies. TieTa offers a fully outsourced customer service solution, so we have also been able to help with SMS, social media, live chat and everything else involved in the communications process.”


“We have a solution in-house that we can deploy very quickly, with the capacity to add more customer service agents whenever we get busier and need to ramp up. All our agents are put through extensive training and we can show the client that they can deliver a high level of quality.”


Horne concluded: “When previously working under FCA regulation, the attention to detail was so thorough that moving to covid-testing has felt very natural – and with doors opening again for holiday destinations such as Portugal and Spain, the need for covid testing is only going to increase.”


“There is no reason why we cannot help any kind of company with their customer service requirements. We understand the value of good customer service and with a personal and flexible approach, TieTa is here to help.”

Tom Horne, COO of TieTa
Tom Horne, COO of TieTa

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