Customer Service Outsourcing UK

Looking for reliable call centre outsourcing partner in the UK? Simply Contact delivers professional support that matches your brand voice and makes every customer feel valued.

Simply Contact

Award-winning UK call centre service provider.

We meet the highest security standards in accordance with PCI DSS, ISO 27001, and ISO 27701.

Simply Contact
Call Centre Outsourcing UK

Contact centre outsourcing in the UK

Simply Contact is a geographically dispersed company with a global reach. Our office in London keeps us close to our UK clients while helping us deliver great support wherever it’s needed. This strategic setup enables us to provide seamless customer service across time zones, meeting your needs wherever you operate.

Providing great support isn’t easy. Here’s what gets in the way:

Building a team takes time and energy

Starting an in-house call centre in the UK means recruiting, training, and managing people, which is costly and also time-consuming. Finding skilled agents is hard enough. Keeping the team running smoothly takes ongoing effort.
24/7 coverage is tough to maintain

Customers want help any time of day. But running a team around the clock? That’s a real challenge. Late shifts, time zone gaps, and agent fatigue make consistent availability hard to deliver.
Costs can spiral fast

Salaries, training, benefits—it all stacks up. And when tickets take longer to resolve, the cost per interaction goes up too. Call centre outsourcing in the UK gives you a smarter way to keep service high and spending under control.

What we offer

Call centre services

We provide call centre outsourcing in the UK with 24/7, multilingual support, and a focus on delivering great customer experiences.

Omnichannel support

Support these days goes beyond phone calls. To meet customers where they are, we operate across all channels and create seamless journeys.

AI-powered support

Our AI solutions handle routine inquiries quickly and enhance live-agent efficiency, delivering faster, smarter assistance.

Advisory board: Independent CX expertise on demand

I always enjoy speaking with leaders who want CX to work harder for their organisation—commercially, operationally and culturally.

Jerry Angrave

CCXP & CX Consultant, Journey Mapping & Accessibility Specialist; Chair, CX Advisory Forums at Virgin Atlantic & Birmingham Airport

For every engagement, we bring in independent experts who have spent their careers inside the industry. They join client projects on demand, shaping CX strategy, reviewing operations, or stress-testing assumptions. Jerry Angrave is a dedicated advisor ready to offer his expertise for support operations.

Customer support that delivers real results

Delivering top-quality customer service takes monitoring and improving key service metrics. By tracking KPIs like CSAT, AHT, and FCR, we enhance service quality, efficiency, and customer satisfaction to achieve the best results for the UK clients.

Up to 70%

Cost reduction

>85%

Customer satisfaction rate (CSAT)

>80%

First call resolution (FCR)

>90%

Quality assurance (QA)

We'd be glad to hear from you

Drop us a line with your requirements and we'll respond with a clear proposal.

Get in touch

A trusted UK call centre partner

Global presence with offices in the UK, Poland, Romania, Bulgaria, Ukraine, and Moldova

Expertise in Finance, IT, Ecommerce, Aviation, Logistics & Delivery, and more

Over 12 years of experience driving customer success

Offering assistance in all European languages

Certified with PCI DSS and ISO 27001 for maximum protection

Focused on continuous improvement and long-term partnerships

Working as an extension of your team on your goals as if they were our own

Leveraging AI for more thoughtful, empathetic customer support

Constantly in search of innovative solutions in our in-house R&D office

Proven experience with British clients

HATS Group, Non-Emergency Patient Transport

Objectives

To support empathetic, accurate communication with vulnerable patients during medical transport bookings and eligibility status checks.

Highlights

6000 calls handled per month

93.9% quality score

Inbound & outbound service

Read the full story

We walked in on day one and it was seamless. A fantastic bunch of people, really up to the role from the get-go. A year later, the same team is still there delivering even higher quality outputs, virtually no turnover, no complaints, KPIs fantastic. We started with a contact centre and have since added night control 365 days a year and additional functions. That growth shows Simply Contact are genuinely trusted partners, not just a supplier.

James Graydon

People Director, HATS Group

Ditto Music, Music Distribution Company

Objectives

To scale multilingual artist support without losing quality or authenticity. We built a music-savvy team to deliver faster responses, higher satisfaction, and deeper user trust.

Results

88% CSAT increased from 51%

8 responses per hour that increased from 3.5

80%+ of agents are actual musicians

Read the full story

From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction. The team is easy to communicate with, and they’re usually quick to make changes. Somehow, they also tend to catch undesirable trends before they become real issues.

Stacey Warder

Head of Support, Ditto Music, the UK

Token.io, British A2A FinTech Provider

Objectives

To ensure every interaction is secure, compliant, and handled by experts who understand industry complexity. Any knowledge gap can risk compliance or trust, so zero staff turnover became a key goal to maintain consistent precision.

Highlights

Nearly 100% agent retention

>99% internal quality scores

x2 growth in number of agents

Read the full story

While the client manages agent training and performance directly, our role has been to build a stable team with the right skill set, language level, and mindset to match those high standards. We’ve ensured operational continuity, handled staffing and scaling needs, and maintained a nearly 100% retention rate—a rare outcome in BPO.

Anna Mazur

Project Manager, Simply Contact

Our industry expertise

SaaS

We support SaaS vendors by providing call centre solutions tailored to technologically sophisticated customers.

FinTech, Blockchain & Cryptocurrency

We stay ahead of trends in these sectors, so we’re ready to support customers with confidence and address their requests regardless of their complexity.

Aviation & Travel

Our agents guide customers through every step of their journey from booking help to itinerary changes, whether they’re flying out of London or heading overseas.

Legal

Legal companies trust our UK call centre agents to deliver accurate and professional support for sensitive client interactions.

Healthcare

Health is a top priority in the post-COVID world, and our agents are here to support doctors and patients in resolving their concerns.

Logistics & Delivery

Call centres play a key role in supporting logistics and delivery businesses, ensuring timely updates and efficient communication.

E-commerce

E-commerce businesses choose call centre outsourcing UK solutions to facilitate seamless transactions and enhance customer experiences.

Media & Entertainment

We help media and entertainment companies maintain efficient operations, ensuring audience engagement and stakeholder support.

Certified for privacy and security

PCI DSS

Simply Contact is PCI DSS certified. This certification underscores our commitment to maintaining the highest level of security in our UK call centre for all credit, debit, and cash card transactions. It is a testament to our dedication to protecting our clients' data.

ISO 27001

Simply Contact holds the ISO 27001 certification, an internationally recognised standard for managing information security. This certification ensures that we have robust processes in place to safeguard sensitive information, providing our clients with peace of mind.

ISO 27701 (PIMS)

Simply Contact is certified under ISO 27701 (PIMS), the international standard for privacy information management. Achieving this certification demonstrates our commitment to privacy and data protection, with requirements mirroring those of GDPR compliance.

HIPAA

HIPAA is a U.S. law that sets strict standards for protecting personal health information (PHI). Beyond partnering with UK companies, Simply Contact provides call center outsourcing in the USA. This compliance demonstrates our ability to meet high security and privacy standards—an essential factor for industries such as healthcare, insurance, and health tech.

Reviews

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience, Wizz Air

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist, METRO

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing, Yves Rocher

Thanks to Simply Contact’s work, they managed to significantly increase the Net Promoter Score and show incredible performance on our customer retention project. They established an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Fareportal

From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction.
The team is easy to communicate with, and they’re usually quick to make changes. Somehow they also tend to catch undesirable trends before they become real issues.
There’s always something that could be better, but now we’re very happy with the support we’re getting.

Stacey Warder

Head of Support, Ditto Music

Get in touch with us today

FAQ

Where are your agents located?

Our agents are based in Europe, ensuring they bring cultural understanding, strong language skills, and a service-first mindset to every conversation.

Can a UK call centre handle multilingual support?

Absolutely. Many UK call centres, including Simply Contact, provide multilingual support that helps you serve international customers while not losing that local UK presence.

How do you ensure privacy of personal data?

It's our UK call centres responsibility is to follow strict standards like GDPR and ISO to keep sensitive data confidential. Your customers’ privacy is always a top priority.