Expert Inbound Customer Support, at Scale

DigiTalker provides dedicated inbound customer support teams that handle enquiries, complaints, account management, and general information requests on behalf of our clients. Each team is recruited, trained, and managed by DigiTalker, with full quality assurance processes and real-time supervision in place from day one. Agents are selected based on the specific skills and experience your programme requires: whether that is financial services knowledge, technical troubleshooting capability, or multilingual support.

Our agent pools are structured to match your contact patterns. We use workforce management tools to forecast demand, schedule shifts, and ensure adequate coverage across all operating hours. Agents work from approved scripts and a maintained knowledge base, with supervisors available to assist on escalated calls. All calls are recorded and a defined percentage are quality assessed each week against a scorecard developed in collaboration with your team.

CRM integration is standard. Our agents log directly into your systems, ensuring there is a single source of truth for customer records and interaction history. We provide regular reporting on all operational KPIs: typically on a daily dashboard and a more detailed weekly and monthly pack. Your dedicated account manager conducts structured service reviews and works with you on continuous improvement initiatives.

Why Outsource Inbound?

The cost of running an in-house inbound contact centre extends well beyond agent salaries. Recruitment, training, attrition management, facilities, technology infrastructure, quality assurance, and workforce management all add to the total cost of ownership. Outsourcing to a specialist provider like DigiTalker converts these fixed costs into a variable model, giving you predictable per-contact or per-seat pricing and the flexibility to scale up or down as your business requires.

Beyond cost, outsourcing provides access to established technology platforms, trained management teams, and proven operational frameworks that would take months or years to build internally. Our clients benefit from call recording and analytics infrastructure, workforce management systems, and quality monitoring tools that are already in place and operated by experienced professionals.

For organisations operating in regulated industries, compliance expertise is a significant advantage. Our operations are ISO 27001 and ISO 9001 certified, and we maintain PCI DSS Level 1 compliance for payment handling. Our quality and compliance teams stay current with FCA, GDPR, and sector-specific regulatory requirements, reducing the compliance burden on your own organisation and providing an additional layer of assurance.