A customer services team has relaunched in 2020, leveraging almost 10 years of experience in financial services – and they have seen huge growth in the last year, including a surge in enquiries from covid testing companies.
TieTa is a new firm based in Banbury, Oxfordshire and is a dedicated team of customer service agents, which can be completely whitelabelled for your business – whether it is answering the phone, responding to queries, complaints or dealing with refunds.
The business was founded by Caroline Walton, who previously ran the operations side for MY JAR, one of the UK’s largest short term lenders – dealing with over 300,000 customers during an 8-year spell. The company recently relaunched under the name, TieTa, and now works with a variety of businesses across the UK.
“The customer service proposition is completely seamless,” Walton explains. “Our call experts become an extension of your team. Being integrated with your systems, we can support your customer service calls, emails, live chat and social media campaigns – with overflow, out-of-hours and weekend support too.”
“When the covid pandemic struck, TieTa’s team of customer service agents were already working from home and ready to assist our clients and their requirements.”
“With the pandemic, a lot of companies are on a treadmill and they cannot get off. We know this pain. With staff members at home or on furlough, there is a lack of consistency for many businesses and operations are not running as smoothly as they could.”
“With TieTa, we have a team of agents ready for you in a week or just a few days.”
Whilst the company expected to be busiest with financial services, given its background, they had not expected such interest from covid-testing companies.
“One of our most recent clients is My Health Checked, a company running fit-to-fly, general, test to release and day 2 & 8 covid tests knew that without support they could be overwhelmed with calls, enquiries and bookings and they simply mightn’t cope.”
“There is a lot of customer services that goes into overseeing covid testing, from general enquiries, appointment scheduling, admin and results – and the average clinic was just not prepared for this.”
“Meanwhile, the restrictions are easing and people are going to want to start travelling abroad again or they will need rapid tests to attend concerts and gigs – so we expect to have a very busy few months ahead.”
Services like dialer management or phone answering services are not necessarily new, with companies like Moneypenny already very established.
Walton confirms: “You can pay for a concierge service to pick up your phone, but with TieTa you are getting UK agents who are well trained and highly experienced in regulated financial services and other industries.”
“TieTa wants to be a real partner of your business and learn with you too. The insights you get from your customers can be extremely valuable and we want to pass on this feedback and make your business as strong as possible. For the moment though, you can focus on what you do best and let TieTa take care of the rest!”