Blue Infusion

Telephone Solutions, Omni-Channel Contact Centre, Support, Professional Service and Consultancy

Blue Infusion are here to help you. Pure and simple.

We can supply product as well as Professional Services. We know the industry and would like to know your business. By blending the two, we can help you provide exceptional service.

Contact Centres, Customer Experience Centres, Telephony Solutions

We can supply everything from Telephone systems for the small office, 3+ users, to Omni-channel contact centres for 100’s of users…. and, of course, everything in between!

What’s available

As we can supply full Omni-channel solutions, we are able to offer Telephony, eMail, SMS, WebChat (ChatBot), Whats App and Social Media Contact Solutions

Blue Infusion also offer Consultancy Services where we can help you to decide what’s needed, and what’s not. We are able to offer bespoke training, and advise your users, plus we can help you develop your most valuable asset, your staff.

Our portfolio includes:

• Cloud based Telephone Solutions for all sizes
• Cloud based Omni-Channel Contact Centres
• Contact Centre Consultancy & Professional Services
• Integration Services
• Workforce Optimisation Solutions
• PCI Compliant Solutions

Customised integration

Our solutions can be integrated into your business and use existing CRMs, or we can provide a new CRM. The choice, as always, is yours.

Newstel Worldwide: Your Premier eCommerce BPO Partner

Newstel Worldwide is a trusted partner across various industries, helping clients achieve success and business growth through exceptional customer service and back office operations. Specialising in global customer support, Newstel serves online retailers in multiple eCommerce sectors, including retail, marketplaces, and financial services, with notable clients such as Chilly’s, Bloom & Wild, OnBuy, URBN, and DICE. Read more about our clients with case studies here!

Our Expertise

Newstel Worldwide provides top-tier, affordable, high quality Business Process Outsourcing (BPO) services tailored for the eCommerce industry. Newstel aims to redefine the business operations industry by supporting clients’ growth and fostering the best team, leveraging innovative technology and maintaining an ethical commitment to personal welfare, professional growth, and the environment.

Our training and QA processes produce best-in-class Average Handling Times (AHTs). Our rigorous training and QA means our agents carry more autonomy to deliver your customer service. 

• 24/7 Customer Service: Multinational teams are available around the clock to handle customer inquiries, complaints, and feedback through phone, email, live chat, and social media.
• Rapid scaling: As eCommerce experts, Newstel understands the peaks and troughs of online retailing and are experienced at rapidly scaling up and down according to client sales volumes.
• Multilingual Support: Offering services in various languages to cater to a global customer base.
• Technical Support: Highly skilled team ready to assist with Contact Centre Software configuration and setup.

Newstel’s versatile teams offer efficient, flexible, and cost-effective back office support in multiple business areas, including finance, marketing, data management, order processing, and dispute management.

Operating from the UK, Türkiye, Germany, and the Philippines, Newstel can support multiple time zones and efficiently source multilingual agents. The team’s diversity enhances customer satisfaction through effective communication and varied cultural perspectives, fostering strong connections and innovative problem-solving.

Ethical Commitment

Newstel is dedicated to ethical employment, quality service, and enhancing clients’ brands through superb customer service and technology innovation. We are committed to providing exceptional value and helping you achieve your business objectives.

Newstel’s Core Values

• Team Shaped: We invest in our people, driving commitment, excellence, and loyalty. A motivated and skilled team is essential to delivering exceptional services to our clients.
• Customer Focused: We partner with you and invest our energy in supporting your growth. Your success is our success.
• Adaptive & Agile: We excel at integrating with your business at the level you need, ensuring we meet your unique requirements and adapt to changes in your business environment.

Partner with Newstel Worldwide

Choose Newstel Worldwide as your eCommerce BPO partner and experience the difference our expertise, dedication, and innovative approach can make for your business. We are committed to helping you achieve your business objectives and providing exceptional value at every step of our partnership. Contact us today to learn more about how we can support your eCommerce business and drive your success.

Newstel’s Introducer programme

Simply sign up as an introducer on our website.

Introduce us to new clients, just a call or an email to introduce us.

We’ll do the hard work! We’ll provide quotes and advice and if we sign contracts then you’ll start to earn commission right from the 1st invoice!

We pay 5% commission (Exc. VAT / Taxes) at the end of each month and will continue to pay you for the duration of the contract with your introduction and Newstel.

CCA Recruitment Group has been established for 25 years and is a leading recruiter into the Contact Centre, Customer Experience and Customer Management sectors.  We support at all levels from frontline volume, specialist agents and support roles through to mid, senior and board level appointments across all industry sectors.

We are more than just a recruitment agency – we are your trusted partner in success and also provide regular insight and thought leadership through our partnership with The UKCCF.

We’ve established ourselves as leaders in the Customer Contact and Outsourcing services marketplace. Our longevity in the field is a testament to our ability to adapt, innovate, and deliver, even in the most challenging recruitment landscapes. We pride ourselves on our extensive networks, meticulously cultivated to attract leading talent and drive growth, development, and change across the Customer Experience sector.

Our reach isn’t confined to the local sphere; we operate on a global scale, connecting businesses with exceptional individuals who can contribute to their strategic objectives and help them stay ahead in an increasingly competitive market.

We don’t believe in a one-size-fits-all approach; instead, we tailor our recruitment strategies to your specific needs, ensuring we find the right fit for every role.

At the heart of our success is our dedicated and professional team. Each member brings a wealth of knowledge and a deep commitment to excellence, contributing to our unrivaled record of success. We don’t just fill vacancies; we build relationships, providing resourcing solutions through true partnerships with our clients.  

Based in Manchester, Glasgow & Newcastle with presence in Cardiff and London, we can provide our clients and candidates with the perfect combination of sector specialism, matching individual talent to business requirement, whilst aligning the candidate experience to the employer brand.

Professionalism, service excellence and wholehearted collaboration are at the heart of our Recruitment Services and woven into every candidate and employer experience.

So if you’re a company looking for your next great employee or some industry insight, let us guide you today.

For further information please contact info@ccarecruitment.com.

Consultancy

Founded in 2005 Reynolds Busby Lee is a consultancy specialising in customer experience and the inclusion of customers in vulnerable circumstances. We are a team of senior marketing experts who solve customer conundrums in strategic, yet very practical ways. We understand the ins and outs of the real business world. Over the years, we’ve turned around many struggling organisations, by realigning them to the needs of all their customers. We have hands on experience of turning loss-making businesses into profitable firms with happy customers, staff, and stakeholders. We don’t just offer theoretical solutions; we also advise on the practicalities of how multi-channel changes should be implemented to boost customer engagement and experience.

Outcomes we deliver for our clients

• Strategic clarity
• Focus on customer experience and engagement
• Consistency and accuracy in recognising customers in vulnerable circumstances
• Confidence in selecting and delivering the appropriate support needs for each and every customer ensuring good outcomes are achieved
• Hearing customer voices in a meaningful ways that drive actionable change
• Marketing and customer service strategies that are aligned with the organisations mission and vision

Customer Experience

Founded in 2005 Reynolds Busby Lee is a consultancy specialising in customer experience and the inclusion of customers in vulnerable circumstances. Customer experience is often understood to be a function of what customers “do, think and feel” when they interact with a business or charity. Whilst many customer experience service providers focus on what customers do, we believe it’s essential to also understand the why i.e., what customers are thinking and feeling as well as what they’re doing. We’re great believers in Maya Angelou’s famous quote “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” 

Customer journey mapping

A customer journey map lays out all touchpoints that your customer may have with your brand or organisation step-by-step. It begins with how they first heard of you through social media or brand advertising, to their direct interactions with your product, website, or customer services support team – and includes all of the actions your customer takes to complete an objective across. Customer journeys are not linear and don’t always follow the same pathways, so your customer journey maps need to reflect this too.

We use a three-step approach to understand your customers’ expectations versus what’s happening in reality. We identify any potential hurdles in your current customer journey by reviewing your planned customer journey maps (if you don’t have maps, we can help you to create them) and interviews with your teams to learn their perceptions of what’s not working.

We typically start by mapping out the steps within your customer journey, then cross-reference that with data and ideally customer experience audits that reveal the actual pathways customers are following. Working with you, we develop an action plan We can even stay and help you to implement the solutions.

Customer journey mapping will help you to;

• Identify the pain points for your customers
• Identify the pain points for your organisation
• Develop an action plan for solutions

What’s not to love?

By spending time with you in your office – or remotely using Teams, Zoom or Google Meet – and identifying where the current blind spots are, we give you a thorough understanding of your ideal customer journey from start to finish – and importantly, how to achieve it.

Experience auditing

Where our work on strategy reviews is more high-level and focussed on intent, our customer experience work is more practical uncovering what’s really happening. Our experience audit clients come to us because something in the customer journey isn’t delivering the customer experience or results expected and our clients are struggling to see why.

We understand that it’s hard to be as objective about your business as your customers are, you know things they don’t know. When examining customer experience, the ability to look from the outside in, brings that objectivity to your table.

Then using qualitative research, we investigate to reveal the reality of the customer experience to understand the actual process as well as their attitudes and feelings as they navigate through the customer journey. Then working with your data or insight teams, we look to overlay your customer data to provide the quantitative insight. We approach this systematically using our CLEAR Model.

Outcomes our Customer Experience Audits deliver;

• Alerts of any business-critical issues e.g., where breach of regulation or compliance
• Identify any inconsistencies in interactions across contact channels and offer solutions
• Identify where customer journeys don’t go to plan and why
• Documented detail of each journey completed – step-by-step (with screen shots or video) to enable replication of issues
• A final report sharing findings supported by customer feedback and recommendations for action

Vulnerable Customer consultancy and training:

Can your customer-facing teams consistently and reliably recognise vulnerable customers, and do they know how to make reasonable adjustments to better support those customer needs? Do your back-office teams know how their roles can impact on customers with characteristics of vulnerability? Do your product and service designers consider characteristics of vulnerability when designing new or refining existing products and service? If not, then our training modules may be just what you need.

Through their Financial Lives surveys, The Financial Conduct Authority (FCA) have estimated that approximately 50% of the UK adult population could be in a vulnerable circumstances at any one time. Being able to recognise characteristics of vulnerability is the starting point. You then need to consider whether the customer is at risk of a poor outcome and then what can be done to mitigate that risk.

Founded in 2005 Reynolds Busby Lee is a consultancy specialising in customer experience and the inclusion of customers in vulnerable circumstances. We began working in vulnerability in 2011 when our Managing Director, Elaine Lee, chaired a cross-sector working party for the DMA UK to improve the service delivered to vulnerable customers. Having co-trained with Elaine for a number of years, Jacqui Workman ex Managing Director of KMB Telemarketing joined the team in January 2023 as an Associate Consultant and Trainer.

Since then, we have gone on to create and deliver a series of training modules helping customer facing and back-office teams to be able to identify characteristics of vulnerability and to provide additional support to deliver good outcomes that are comparable to those of non-vulnerable customers. We also support our clients by sharing our expertise and strategic advice in relation to policies, procedures and processes that relate to your vulnerable customers.

Our training sessions can be full-day, half-day, or just a couple of hours. Our modular approach to training allows you to design the perfect learning and development sessions for your organisation and teams. Take what you need when you need it. Sessions can be delivered in person or on-line and will always be tailored to your needs. Choose from;

1. Why Vulnerability Matters
2. Recognising vulnerabilities
3. Reasonable Adjustments – what are they and how do you implement them
4. Closing the knowledge gaps with Lived Experience and Experiential Labs
5. Case study workshops
6. How to support your teams working with vulnerable customers
7. Vulnerability by design
8. Consultancy options

Outcomes of working with Reynolds Busby Lee

• Regulation and legislation compliance
• Reduced complaints
• Improved customer relationships – improved LTV
• Buy-in from Senior Leadership Teams and a cultural change to be customer centric
• Confident skilled staff
• Consistency of service and delivery of ‘good’ outcomes
• Improved service delivery and relationships with customers
• Access to practical tools to bring consistency and confidence when working with vulnerable customers (including a cross-sell product)
• Improved brand positioning
• Improved trust and dialogue between the organisation and customers

Strategy development and review

Review, Reveal & Recommend

Founded in 2005 Reynolds Busby Lee is a consultancy specialising in customer experience and the inclusion of customers in vulnerable circumstances. We often start our work with our clients by reviewing their marketing and / or customer services strategy. This enables us to get a feel for your target audience and how your organisation wants to engage with your prospects and customers, both active and lapsed. We will want to get to know your customer base and target audience.

We’ll then look with you at the results and assess whether the operational practices are delivering on the strategic intent. We’ll also consider whether the marketing and customer services strategies are correctly aligned.

The last step is for us to make recommendations based on the evidence you have shared and by drawing from the hands-on experience of our team. Our recommendations are always practical and realistic, we’ve been in your shoes and understand the real-world challenges you are facing.

The benefit for your organisation is that an experienced marketer will look at the strategy from the ‘outside in’ and challenge with objectivity whether it’s clear and effective in delivering on your mission and objectives by reaching the intended customer groups.