Process

As a growing business, we focus on setting robust processes that allow us to grow while preserving what makes us special. Our aim is to maintain a personalised, ’boutique’ approach, ensuring our clients receive dedicated solutions, and by having a stable operating model we can evolve and adapt without interrupting service.

Business Review

In our Business Review, we meticulously review every detail, constantly seeking improvement opportunities. By analysing both client data and our own performance, we uncover ways to continuously enhance our services. Transparency is key to our philosophy – we see every client opportunity as mutually beneficial, resulting in success for both. Win-Win.

Roadmap

Our Roadmap is designed for swift and efficient scalability. At the start of every year, we get together with our teams to outline priorities, dedicating resources to ensure seamless execution without disrupting daily operations. This structured approach allows us to adapt to new opportunities, crises, or shifting priorities while maintaining focus.

Governance

Good Governance is in our DNA, our in-house QA team monitor daily operations to ensure compliance with regulations and uphold our clients’ reputations. We are committed to conducting business ethically, never compromising our or our clients’ or our own integrity.

Accreditation

Our accreditation validates our commitment to ethical business practices, providing assurance to our clients and stakeholders. We are ISO27001, PCI DSS and FCA accredited for our clients peace of mind.

Memberships

We are members of the UKCCF (UK Contact Centre Forum) and CCMA (Call Centre Management Association); we stay up to date with industry advancements. We’re experts in what we do, and we’re always looking to learn, improve and leverage new technologies, regularly engaging with other specialists to exchange insights and stay at the cutting edge.

About
Step Change Outsourcing

Founded in 2009, Step Change Outsourcing provides outsource solutions for customer engagement campaigns on the phone and online.

Working with some of the UK’s best known brands, we are experts in acquiring and retaining customers by providing sales campaigns as well as delivering brilliant results.