What is a call centre solution?

A contact centre solution enables businesses to manage large volumes of incoming and outgoing customer calls. It is a centralised system that includes various tools, technologies, and processes for handling customer interactions, such as voice calls, emails, chat, SMS, and social media messages.

What are the five pillars of a contact centre?

People – The recruitment, training, and management of agents and other staff members in the contact centre.Process – The procedures and workflows that are in place to handle customer inquiries and requests.Technology – The hardware and software systems that are used to manage customer interactions, such as telephony, CRM, workforce management, and reporting tools. Data – The collection, analysis, and utilisation of customer data and feedback to improve the customer experience and optimise contact centre operations.Strategy – The overall vision and direction of the contact centre, including its goals, objectives, and performance metrics.

What are the different types of contact centres?

There are five main types of contact centre.Inbound – Incoming customer calls and enquiriesOutbound – outbound calls such as telemarketingBlended – Handles both inbound and outboundVirtual – staff work remotelyMultichannel – across all channelsOmnichannel – across all channels and can switch between channelsCloud – hosted in the cloud

How many calls can a call centre handle?

The number of calls a call centre can handle varies depending on a number of factors, such as the size of the call centre, the number of agents available, and the complexity of the calls.

Who are the leading contact centre vendors in the UK?

The leading contact centre vendors in the UK are Mitel, 8×8, Cirrus, Gamma and Five 9, all of which Opus Technology are platinum partners with.

Managed IT Support | Managed Service Provider

Opus are the chosen managed service provider for managed IT support services

Opus is the chosen managed service provider for comprehensive IT support services. Proactively and strategically managing internal IT can be a daunting task for many organisations. Skilled and experienced IT consultants are in high demand, and the cost of recruiting and retaining them presents a significant challenge for most businesses. Our managed IT support services are focussed on delivering two key things: delivering world clas IT expertise and consistently providing outstanding service levels.

Delivering cutting-edge IT expertise and consistently outstanding service levels

Opus is proud to be the only managed service provider in the UK to have received the prestigious Service Mark accreditation from the Institute of Customer Service. Our commitment to excellence in customer experience is at the core of our business, which is why so many organisations choose to switch their managed IT services to us.

By streamlining processes and reducing response times, Conversational AI tools can identify and overcome operational efficiency improvements and ensure consistent service is delivered.

Our managed IT support overcomes these common business problems

Rising monthly IT overheads

One fixed monthly cost for managed IT support which is fully inclusive and reliable.

Slow or inconsistent service levels

Opus are Service Mark accredited and work to strict SLAs to ensure we deliver an efficient service.

Limited IT expertise available

Our team are all experienced and vendor certified and understand the latest technologies.

They’ve outgrown their
IT capabilities

Our contracts are scalable, enabling you to upgrade, extend your cover hours or add in additional elements.

Limited security knowledge

Our consultants are cyber specialists and we deploy proactive monitoring to safeguard your business.

Managed IT support coupled with a focus on outstanding customer experience

With faster issue resolution, reduced operational costs and proactive problem-solving, Opus ensure minimal disruptions to your business.

Net Promoter Score

Month on month we survey our customers to ensure our customer experience levels remain consistently high

Customer Satisfaction

97.5 %

CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus

First Time Fix on a P1

99.2 %

We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents

Delivering scalable managed IT support that grows with your business

We offer a range of scalable managed IT services that enable businesses to fully outsource their IT function or partially delegate elements that may exceed their internal capabilities or those of their current managed service provider.

Our managed IT support is delivered through a contract for a fixed monthly fee, ensuring a cost-effective solution for your business. Our clients receive comprehensive support from our award-winning service desk, granting access to a team of highly skilled, vendor-trained IT consultants around the clock.

Our strategic partners

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Simplifying complex IT challenges to deliver maximum efficiency and security

Our range of managed IT support services bridge the gap between your internal IT department’s capabilities and the advanced IT support required for modern business operations. We aim to deliver extensive efficiency, security, and productivity benefits with our managed IT support services, while also delivering next level value and cost savings. Our highly skilled IT consultants are vendor-certified and have extensive experience across leading technologies, including Microsoft, Mimecast, Cisco Meraki, and Sophos. They are fully equipped to elevate your current IT infrastructure setup.

We pride ourselves in delivering outstanding service levels and support

With managed IT support from Opus, you only pay for the services your business needs. This approach eliminates the ever-growing costs associated with hiring and training internal IT staff. Our managed IT services are fully scalable, allowing you to quickly adjust your support contracts as your business expands, particularly in the realm of cloud computing.

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One predictable fixed monthly cost, thats cost effective and scalable

With managed IT support from Opus, you only pay for the services your business needs. This approach eliminates the ever-growing costs associated with hiring and training internal IT staff.

Our managed IT services are fully scalable, allowing you to quickly adjust your support contracts as your business expands, particularly in the realm of cloud computing.

Don't just take our word for it,
We've received industry recognition...

in 2024, Opus were ranked by the Channel Futures MSP awards as one of the top 501 MSPs globally. We are the only managed service provider to hold the Service Mark accreditation from the Institute of Customer Service.

Proactive monitoring and maintenance to boost both efficiency and security

One of the standout benefits of our managed IT support is proactive monitoring and maintenance.

Our large UK service desk constantly monitors your IT infrastructure 24/7, identifying and resolving issues before they escalate. This proactive approach helps keep your business running smoothly and minimises the risk of downtime or security incidents.

Our world class managed IT solutions are designed to enable your business
to operate securely and efficiently around the clock

Here are some of our other managed IT services

IT Consultancy

Our specialist team of IT consultants will help you to design and deliver your IT strategy using market leading technologies.

Managed IT Infrastructure

Peace of mind with monitoring, maintenance, updates, security, and infrastructure troubleshooting around the clock.

Managed Cloud Services

We provide partial or full management of your cloud infrastructure, ensuring your cloud environment runs smoothly

Outsourced IT Support

Benefit from a team of specialist IT professionals and an on demand service desk to assist your with IT issues as they arise.

Business Continuity

We help you form a strategy to sustain critical operations during and after disruptive events with our business continuity services.

Disaster Recovery

We help our clients formulate an IT disaster recovery plan (DRP) to outline procedures that help them respond to unplanned incidents.

Cyber Essentials

Gain cyber compliance to with the Cyber Essentials Plus certification, that’s often achieved in addition to ISO 27001.

IT Security Consultancy

Protect your business with market leading IT security expertise to effectively defend and protect against cyber threats.

Read our live client feedback

Find out more about our managed IT support contracts to help elevate your business performance

We work with over 800 clients across the UK. Get in touch and see how Opus can deliver value to your business.

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Reigate Office

London Court
39 London Road
Reigate
Surrey
RH2 9AQ

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London Office

60 Cannon Street
London
EC4N 6NP