Process & compliance
Our accredited knowledge-based processes enable our business to deliver a consistently high standard of service.
Our processes have been designed using industry recognised methodology – ISO9001, Agile and Prince2.
By optimising our workflows, implementing automation where appropriate and standardising procedures we’re able to handle a higher volume of enquiries with fewer resources. This not only improves the speed of issue resolution or sale, but also reduces operational costs and increases profits for our clients.
Our knowledge-based processes give us the ability to adjust to changing business environments, market demands or client requirements. They enable us to easily incorporate new technologies, scale operations and handle evolving customer preferences. This adaptability ensures that clients receive the flexibility needed to stay ahead of their competition.
Built on proven methodology
When we say our processes are robust, we can back it up. Our Quality Management Systems are in line with ISO9001, a globally recognised standard of quality and our expert process management team are trained in Prince 2 and Agile. We have used this proven methodology to ensure our processes are robust and deliver the best results possible.
Data security and payments compliance
We understand the value of your brand and the importance of protecting your businesses from payment fraud and data hacking. To enable our business to work with leading international brands, we have had to adhere to the highest standards of protection.
Our accreditations include ISO standards in Information Security (ISO 27001:2013) and Cyber Essentials Plus. We are also PCI-DSS compliant, which means that we have the systems and processes in place to handle payments securely.
Quality management systems
We run a structured assurance programme to monitor and analyse client’s customer insight and feedback with advisors. The goal of this initiative is to identify opportunities for improvement, increase customer satisfaction and enhance the overall customer experience.
We work with our clients to establish KPIs that reflect their customer experience goals, focusing on first call resolution rate, average handling time, customer satisfaction scores and net promoter scores.
The analysis we gather through quality monitoring enables our clients to make data-driven decisions to improve customer satisfaction and loyalty.
Personalisation
To help build and maintain strong relationships with our clients’ customers we use data and insights to create a personalised experience for each customer, including tailored interactions, recommendations and acknowledging previous interactions.
By analysing customer data, our advisors can gain insights into customers' preferences and purchase history, enabling them to provide personalised recommendations for products or services, based on their previous interactions with your brand.
Knowledge base optimisation
Having an up-to-date and interactive knowledge base is key to improving customer feedback. We take ownership and upkeep of our clients’ knowledge bases to enhance the quality and consistency of responses.
We leverage dynamic scripting and prompting, using the information we collect to continuously refine and enhance the knowledge base. This process ensures that the knowledge base evolves and improves with feedback, staying current and effective.
When partnering with clients, we conduct a health check on their knowledge base. We then maintain and develop it throughout our partnership, ensuring it remains fully optimised for success.
Reporting
Giving clients full visibility on performance is a key part of our offering. This openness enables us to build strong, long-lasting partnerships that deliver.
Clients are given access to a real-time dashboard, which includes call volumes, email and social queues, alongside KPIs. We also provide bespoke reporting based on your requirements, ensuring a tailored approach rather than a one-size-fits-all solution. This includes a balanced scorecard featuring key targets and performance metrics.
Meet the team
Our people are our greatest asset. Their expertise, knowledge and intelligence are a key differentiator between our business and competitors. We continually invest in their development and support their wellbeing, creating an engaged and highly motivated team.
Join a thriving
business
We invest substantial amounts of time and energy in our team and even have our own dedicated academy. Are you looking to change career? Read more about what a career at Ant looks like.
At Ant, we truly care
about our people.
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