Call Handling Services

Virtual Call Centre

The Virtual Call Centre is a Contact Centre as a Service (CCaaS) solution for managing inbound and outbound contacts from servcie users across multiple channels - Voice, SMS, Web Chat, Email and Social Media.

Features

• Omni-channel Contact Centre; Voice, SMS, Web Chat, Email, Social
• Call Recording
• Listening-in with Barge-in for Managers
• WhatsApp and Social Media Integration
• CRM Integration with screen-pops and SSO
• Powerful Statistics Package
• Real-Time Agent Management and Visibility
• Built-In WebRTC Softphone
• Centralised Call Centre Administration
• Powerful, flexible IVR for bespoke service user caller journeys

Benefits

• Only requires web browser and Internet connection
• Ideal for Home or Hybrid working; work from anywhere
• Simple and intuitive UI for agents and managers
• No software installation required
• Highly customisable service user experience
• 24/7/365 technical / fault support
• InHouse development team able to add bespoke enhancements
• Full account management with reviews and consultancy included
• Unlimited scalability
• Specialists in serving charity, non-profit and third sectors

£7.50 to £70.00 a licence a month

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@callhandling.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

125711224797189

Contact

Sales
03333210888
enquiries@callhandling.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Quality of calls when using a softphone over a wi-fi connection is depednent on the quality of users wi-fi signal, A wired connected to router is not required but recommended where possible.
• System requirements:
  • Supported Browsers: Edge, Chrome, Firefox, Safari.
  • Internet Connection >= 1mbps

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 30 mins During Office Hours (08:45 to 17:30 Mon to Thu, 08:45 to 17:00 Fri); ; Email Support is not monitored at Weekends. ; ; We intend to introduce a client facing ticket management system during the duration of the G-Cloud 14 framework
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide 24/7/365 support for system faults over the phone or via video call and we can remote support via screen sharing applications (Teams, Anydesk). For general support enquiries, system amendments, training and diagnostics that are not a P1 or P2 status we manage these during standard working hours.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide virtual online training as well as giving all users access to a large library of help and training videos on all aspects of our services as standard. We can also provide bespoke trainign videos (at extra charge) which are tailored to each cleint and are provided to the cleint for use in onboarding new team members.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: A written request is required to extract data from our systems. We then package this data into a format the client specifies.
• End-of-contract process: At contract end we only raise admin fees for any additional project management required by us if this would constitute more than 8 hours admin time. Most contracts end by the client enagaging a new supplier who then manages the migration of service away. It is rare for us to raise any additional fees for ending a contract other than those specified in Ts and C's for early exit from a minimum contract period.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The UI is very similar and we are constantly improving it to better fit each form factor
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The Control Centre web portal is a web based interface that all users utilise to manage and administer their service
• Accessibility standards: None or don’t know
• Description of accessibility: Our system is usable by most screen readers for blind or partial sighted. We have made alerts audible as well as visual. We have not formally been accredited against any of thes above standartds but this is a work in process.
• Accessibility testing: We are working with the charity Scope to improve our accessibility and compatibility with assistive technology
• API: No
• Customisation available: Yes
• Description of customisation: Our dev team can make bespoke customisations to UI and feature behaviour, as well as create bespoke reports. Many features can be configured, enabled or suppressed via user config choices.

Scaling

• Independence of resources: Our AWS platforms are built with auto-scaling features that use AI to monitor demand across all aspects of the platform andf spin up additional servers as required. We have effectively unlimited capcacity.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide data on agent performance and availability, contacts handled, handling time, demand, queue times, repeat contacts, call minutes, geographical locations where available and a wide range of other metrics as standard. We are happy to create beposke KPI reports or other data as required on request
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Service performance or demand metric reporting is downloaded from our portal, emailed directly to clients or can be collected via SFTP at periodic intervals. Bepsoke arrangements can be made such as delivery via API to the clients data systems.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.9% Availability. Service Credits are paid if availability target is not reached in any month.
• Approach to resilience: We use multi-node architecture in our AWS environment to protect against SPOF. A full topology diagram with further information is available on request from qualified potential customers.
• Outage reporting: A public dashboard to which users can subscribe reporting on real-time availability. This dashboard is where we issue email alerts of any issues or upcoming maintenance

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces and support channels are accessed through the same application as customer interfaces utilising the same enterprise level Identity and Access Management system to control access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessemnt Bureau
• ISO/IEC 27001 accreditation date: 11/12/2023
• What the ISO/IEC 27001 doesn’t cover: All aspects of the business are compliant and certified by the ISO 27001 standard
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: At Call Handling Services Ltd (CHS), we adhere to robust information security policies and processes to safeguard our systems, data, and ensure strict security measures. Our formal policies detail the process around access controls, privileged access, password management, and data protection. These are available on request. ; ; Access is granted based on roles and responsibilities within the organisation and the principle of least privilege, with regular user access reviews. We require multi-factor authentication (MFA) and strong passwords when accessing critical systems and have strict controls over privileged access users. ; ; CHS’ internal audits are supplemented by an annual external audit conducted by British Assessment Bureau, our UKAS accredited auditor, responsible for validating our commitment to international standards, such as ISO 9001 and 27001. ; ; All security activities are overseen by CHS's dedicated Compliance and Data Protection Officer (DPO), who ensures compliance with security policies and regulations, aligned with the Board of Directors. ; CHS’ policies are updated and communicated regularly, and all team members receive training on the latest information security practices. Through a combination of formal processes, training, and regular audits, we ensure consistent policy enforcement and compliance with regulations.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: CHS' configuration and change management processes align with ISO/IEC 27001, ITIL, and SSAE-16 / ISAE standards. Changes undergo security impact assessments, considering business impact, risk analysis, and alignment with objectives. Service components are tracked throughout their lifecycle for comprehensive oversight. Segregation between environments and duties ensures thorough testing before User Acceptance Testing (UAT). Our Change Advisory Board (CAB) facilitates evaluation and approval before production deployment. Emergency changes are promptly addressed, documented, and reviewed post-implementation. Regular audits maintain compliance and bolster security.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We manage vulnerabilities through automated alerts and threat/vulnerability detection scanning tools. Devices and servers receive regular patch updates following guidance from the UK National Cyber Security Centre (NCSC) platform guides and manufacturers' recommendations. Patches are implemented automatically, with exceptions where a forced restart is required for uninterrupted availability. Information on potential threats is gathered from various sources, including industry-specific threat intelligence feeds, government statements, and external security advisories. Reports and analyses are provided to CHS's Board of Directors and staff through internal communications, training, and Management Review Meetings, ensuring timely response and mitigation to safeguard CHS data integrity and security.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We detect potential compromises via pro-active surveillance of system alerts, network traffic, vulnerability scans, AI-driven detection tools, and log analysis. Upon identifying a potential compromise, we swiftly activate our Incident Response Plan, documented in our IBCP. The Incident Owner leads a Response Team, investigating and mitigating the threat. Response times are planned according to business risk with actions tailored to the severity of the incident. We respond promptly to any security incident, ensuring minimal impact on our services and data integrity. CHS works closely with external providers and stakeholders, ensuring all required parties are kept informed in a timely manner.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Our Incident Management process is fully desribed in our Integrated Business Continuity Plan (IBCP), available on request. To summarise, users can file reports via email or phone which are assessed for severity. if the incident is not client related and signifies a fault on our platform we rasie a dedicated comms channel for managing the fault internally, and update our service status page which emails updates to subscribed users. An RCA is issued via the the service status page after the fault has been resolved in line with agreed SLA.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  CHS actively combats climate change through our Environmental Policy, which commits to energy-efficient technologies and minimising waste. Our cloud-based hubbub.ai platform further supports this by reducing the need for in-house infrastructure, thus decreasing energy consumption and greenhouse gas emissions significantly.

  Covid-19 recovery

  Our Health & Safety and Remote Work Policies facilitated a seamless transition to a fully remote workforce amid the pandemic, ensuring continuous service provision while supporting public health directives. This shift not only aids recovery by maintaining economic stability but also demonstrates the adaptability of our operations to unforeseen challenges.

  Tackling economic inequality

  CHS is proud to employ a diverse team, embracing a variety of cultures and enforcing practices that promote inclusion. Our employment practices are fair and inclusive, offering equal opportunities regardless of one’s background. This approach helps reduce economic disparities by providing accessible job opportunities across diverse communities.

  Equal opportunity

  CHS’ EDI (Equality, Diversity, and Inclusion) Policy underpins our commitment to equal opportunity, mandating an inclusive workplace culture that embraces diversity at all levels of the company. This commitment extends to our recruitment practices, ensuring a bias-free environment that values skills and potential over socioeconomic background.

  Wellbeing

  CHS places a high priority on the wellbeing of our personnel as outlined in our Health & Safety Policy. We promote a healthy work-life balance through flexible working arrangements and are proactive in managing workplace stress and ensuring mental health support is available. This holistic approach to wellbeing is essential for maintaining a productive, happy workforce.

Pricing

• Price: £7.50 to £70.00 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A demo service can be provided that offers all main core functionality. This is a standard test systems intended to allow potential buyers to test he system features and UI; it is not modelled around the clients requirements as the subscribed service would be.
• Link to free trial: Released after lead qualification

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@callhandling.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.