Deliver fast, reliable responses every time
TTMC ensures every inbound call is answered quickly, professionally and with the level of care customers expect from a trusted brand. Whether it’s a simple enquiry or a more complex issue, we provide consistent, high-quality support that protects your reputation and keeps satisfaction high. By removing delays and ensuring callers always reach a real person, we help you deliver a smooth, consistent customer experience. Our approach to inbound call handling blends efficiency with genuine human interaction, strengthening customer confidence from the moment they get in touch.
Our inbound call handling services include:
Tailored customer service operations
Product launch or promotional inbound call management
Claims handling, from initial inbound calls through to payment authorisation
Seasonal, overflow and out-of-hours call traffic
Recall lines and safety-related helplines
Crisis management and incident response lines
Management and qualification of inbound MQLs / SQLs
Transaction processing – credit or debit card orders
Multilingual call handling
Keep service levels high with 24/7, out-of-hours and overflow support
TTMC handles overflow, evenings, weekends and full 24/7 requirements to keep your service running without interruption. This gives you the flexibility to manage unpredictable peaks and ensure customers always receive timely support. Our scalable call handling services help you maintain service continuity without stretching internal teams.
Key benefits:
- 24/7, out-of-hours and weekend coverage
- Seamless overflow support during peak demand
- Consistent service levels across all time periods
Resolve issues accurately with empathetic, human support
Every call is handled by trained agents who listen carefully, capture accurate information and resolve enquiries efficiently. We combine professionalism with empathy, giving customers the reassurance they need in the moment. This human-led approach strengthens trust, reduces repeat calls and ensures issues are dealt with properly the first time. Our skilled experienced call handlers elevate your customer service and ensure your customers always feel heard and supported.
Customer Success Stories
Over a six-month period TTMC has made over 30,000 bookings, one booking every 0.65 hours with each agent handling 5.5 calls per hour on average.
The team demonstrated great expertise, a highly professional approach, great communication and knowledge of our products. And, most importantly, they delivered results that exceeded our expectations.
Reduce missed calls and smooth demand spikes
Missed calls, long queues and inconsistent enquiry flow can quickly overwhelm internal teams. We stabilise demand by absorbing peaks and preventing backlogs, ensuring no opportunity is lost and your brand reputation protected.
What this means for you:
Fewer missed calls and abandoned enquiries
No backlog build-up during busy periods
More time for internal teams to focus on priority work
Gain full visibility through seamless system integration
We can work directly inside your systems, giving you complete transparency and control over how calls are handled. You can listen to recordings, track performance and maintain a clear, end-to-end view of every customer interaction. Our processes integrate seamlessly with your internal teams, ensuring we are aligned and providing a unified experience for your customers.
Build trust with real human interaction
Automated menus and chatbots can only go so far. When customers need reassurance or clarity, speaking to a real person makes all the difference. Our agents provide genuine human interaction – listening, understanding and resolving issues in real time. This strengthens loyalty, reduces frustration and helps you deliver an exceptional service for your valued customers.
Our Inbound Service SLAs
Our Service SLAs are tailored to each client’s brief and continuously monitored to ensure consistent performance standards. Our Inbound SLAs focus on service quality, responsiveness and customer satisfaction.
- 24/7 coverage with 80/20 SLAs (80 % of calls answered within 20 seconds).
- Abandonment rates below 5 %.
- Flexing team sizes to meet short term and seasonal peaks, with teams flexing by over 300% in scale, up to a maximum of circa 230 inbound agents.
- A dedicated Account Manager, supported by Team Management at an average ratio of 1 Team Manager to 10 agents.
- New inbound leads contacted within 15 minutes during operating hours.
- First contact resolution of 75 % to 85 %, sector dependent.
- Native speaker support in 25+ languages.
- ISO27001, ISO9001 certified and GDPR compliant, ensuring robust information security, data protection and quality management.
- Transparent real-time reporting to agreed KPIs.
- Exceeding QA targets of 85% for our agents and average 80% on average for our teams.
- Out of office shrinkage is 100% our cost not our clients.
- Full onboarding and complex training delivered in house by client certified trainers.
- Ability to work 100% in client’s own systems ensuring seamless integration and full visibility of the entire process across internal and external teams.
How It Works
Programme Launch & Onboarding
-
The Telemarketing Brief
A clear framework for representing your brand and delivering against agreed objectives. -
Data
Select, verify and strengthen the data behind every productive prospect conversation. -
Marketing Integration
Coordinate voice with wider campaign activity to increase reach and return. -
Team Briefing Session
Give the calling team the knowledge and confidence to represent your business.
Programme Management
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Account Management
Dedicated oversight keeps programme delivery, quality and performance on track. -
Telemarketing Performance
Prioritise meaningful metrics and use real-time reporting to improve results. -
Quality Assurance
Review calls and results consistently to protect quality and support coaching. -
Programme Review
Test early assumptions, refine the approach and maintain focus on objectives.
Answers to common questions about pricing, people, data, processes and more…
Can you handle sensitive or regulated interactions?
Can you support us during peak periods or unexpected surges?
Yes. We flex quickly to meet seasonal peaks, campaign spikes or unforeseen demand, scaling up rapidly where required. Our teams can flex by over 300% in scale, up to a maximum of circa 230 inbound agents
This protects your internal teams from pressure, prevents backlogs and ensures service levels remain consistent even when demand fluctuates.
Can you work in our existing systems?
Yes. We can operate within your existing CRM and other systems, giving you a unified view of workflows across both internal and external teams. Our goal is to act as a seamless extension of your team, communicating in your brand voice and providing skilled resources fully aligned with your processes and standards.
How do you ensure service quality and performance?
How do you maintain consistency across large teams?
We maintain a strong management structure with close supervision ratios and inhouse certified training.
Every programme is carefully onboarded, with ongoing coaching and quality monitoring to ensure consistency, accuracy and empathy at scale.
At a glance
A dedicated Account Manager, supported by Team Management at an average ratio of 1 Team Manager to 10 agents.
Full onboarding and complex training delivered in house by client certified trainers.
Agreed SLAs, robust QA and coaching maintain consistent standards.
We align with client’s own systems, processes and workflows to ensure consistency across internal/external teams.
Still need help? If you can’t find the answer here, our team can talk you through the details and point you in the right direction.
Speak to our teamStill need help? If you can’t find the answer here, our team can talk you through the details and point you in the right direction.
Speak to our teamCan you handle sensitive or regulated interactions?
Can you support us during peak periods or unexpected surges?
Yes. We flex quickly to meet seasonal peaks, campaign spikes or unforeseen demand, scaling up rapidly where required. Our teams can flex by over 300% in scale, up to a maximum of circa 230 inbound agents
This protects your internal teams from pressure, prevents backlogs and ensures service levels remain consistent even when demand fluctuates.
Can you work in our existing systems?
Yes. We can operate within your existing CRM and other systems, giving you a unified view of workflows across both internal and external teams. Our goal is to act as a seamless extension of your team, communicating in your brand voice and providing skilled resources fully aligned with your processes and standards.
How do you ensure service quality and performance?
How do you maintain consistency across large teams?
We maintain a strong management structure with close supervision ratios and inhouse certified training.
Every programme is carefully onboarded, with ongoing coaching and quality monitoring to ensure consistency, accuracy and empathy at scale.
At a glance
A dedicated Account Manager, supported by Team Management at an average ratio of 1 Team Manager to 10 agents.
Full onboarding and complex training delivered in house by client certified trainers.
Agreed SLAs, robust QA and coaching maintain consistent standards.
We align with client’s own systems, processes and workflows to ensure consistency across internal/external teams.
