Driving business agility with 8x8

Established in 1987, business process outsourcing specialist DDC OS provides services to clients in sectors ranging from utilities, finance and legal, through to charities and the public sector. Headquartered in England, the company’s multilingual workforce of several thousand employees is spread across offices in 12 locations around the world. The DDC OS services portfolio comprises three main lines of business: Back office processing, customer lifecycle, and knowledge processing outsourcing.

With an increasing number of companies offering outsourced business services, competition is fierce. Chrissie Spencer, head of group marketing for DDC OS UK, described her company’s key differentiators: “We’re large enough to manage big clients but small enough to stay agile and remain responsive. We have a very flat organization that enables our team of experts to react faster and provide a higher quality of service. Efficiently delivering a superior customer experience is an essential part of our strategy.”

Customers Expect Quality Service

Another key component, unique to DDC OS, is to offer clients options for multichannel interactions, encompassing web, email, social, and voice communications. “In order to meet the expectations of both DDC OS and our own customers, we needed to identify systems that support a consistently elevated customer experience for each channel,” commented Spencer. “We’ve never had a centralized telephone system before, so this became a key area of focus for us.”

John Callachan, CEO of DDC OS UK, reinforced the importance of a new communications platform, “In an ever-changing world of technology and customer expectations, customer engagement has become much more than answering the phone. New channels are opening up continually and a consistently high level of service, irrespective of how you choose to interact, is now a prominent customer expectation.”

Bringing It All Together

“As a company, 8x8 is very agile, very flexible, and very enthusiastic to work with us to help ensure that we’re continually providing a great service to our clients. It’s just a wonderful relationship,” reflected Spencer. “The 8x8 solutions enable us to bring everything together into a single dashboard, connecting the dots between all the disparate pieces of information that we have in constant motion.”

She continued, “Having the robust communications capability that 8x8 offers is vital to DDC OS. It’s our lifeblood; it’s what we do. If we didn’t have what 8x8 gives us, we simply wouldn’t have a business.”

A Job Worth Doing….

CEO John Callachan concluded, “Despite the emergence of other channels, voice is still extremely important. I firmly believe whilst all channels have their place, a human touch, warmth and empathy play just as big a role in how we engage.

“I have a personal philosophy of ‘whatever you do, do it well.’ Our partnership with 8x8 enables us to do just that!”