News and information the ATM team have gathered together to help clients and visitors get a better understanding of our work and services.
Here is a question worth asking your contact centre outsourcer this week. Not about SLAs. Not about utilisation. Not about average handling time. Ask them what ROI their service delivered for your business last quarter. Sit with that question for a moment. Most...
ATM Group has been named a finalist in three categories at the 2026 UK National Contact Centre Awards, https://ukncca.com/finalists-2026/ recognising excellence in customer experience, operational performance, and people development across the UK contact centre...
Most outsourcing conversations sound commercial. Cost. Headcount. Coverage. But those aren’t commercial outcomes. They’re inputs. They tell you what you’re buying, not what you’re getting back. The model drives behaviour. Every outsourcing model creates a set of...
Overview During a high‑risk operational transition, a healthcare organisation needed continuity, high‑touch support for critical interactions, and a controlled pathway to embed a new operating model — without disrupting patients/customers or overloading frontline...
Overview A telecommunications provider running major upgrade and migration programmes needed to scale customer operations without disrupting service, while improving experience and reducing churn. The environment demanded rapid test‑and‑learn, real‑time insight,...
For years, companies have outsourced customer experience the same way. Buy seats.Agree a cost per hour.Track activity.Review the dashboard.Renew the contract. On paper, everything looks fine. Calls are answered.Tickets are closed.SLAs are green. And yet churn...
If you’re searching for the top customer service outsourcing companies in the UK, you probably do not want a thin directory of call centres. You want to know which providers can protect your brand, improve response quality, scale without operational chaos, and...
AT Management Limited is delighted to announce the formation of The ATM Group, operating across the UK, Ireland, The Netherlands, and South Africa. This expansion combines the expertise of AT Management (UK and Ireland), TCMS Solutions (Netherlands), SA Commercial...
Summary A global appliance brand required an end‑to‑end after‑sales service operation that could manage both trade partners (B2B) and end customers (B2C) across the service lifecycle — from booking engineer appointments to parts ordering, technical support, and...
Outline Many outbound programmes plateau after a maximum number of call attempts, leaving a large portion of eligible customers unreached. In this programme, the client’s traditional approach reached around 55% of the audience — leaving ~45% unreached and the...
