Spark Response

ideas driven.

We offer…

IDEAS DRIVEN fulfilment and contact centre services

to help brands and retailers

GROW.

Spark Response is for people who run entrepreneurial businesses, and want to grow and expand their offering.

In doing so, they require a partner who lives and breathes their brands like their own, and helps them achieve their goals.

Common Problems

No Scope for Growth Inadequate Systems Lack of Time & Resource

Many brands and retailers find themselves restricted in their growth plans due to a lack of scalable contact centre and fulfilment resources. Without huge fixed costs and capex investments, growth can be hard to achieve.

Investment in new systems to improve customer service or warehousing can be expensive, time consuming, and a real distraction for any business. This applies to both IT infrastructure, as well as specific operational systems and software.

For most brands or retailers, their business is not in logistics, fulfilment, customer services, or telesales. These activities all soak up a huge amount of time, and ultimately draw people, resource, and cost away from the core business activity.

ideas driven.

1 2 3

Scale and Flex End-to-End Technology Expertise

Spark Response provides flexible, scalable contact centre and fulfilment services to meet the growth needs of our clients. We remove fixed costs, and offer a variable cost model based on activity, removing the risk of large scale capex investments.

Spark Response has proven, robust, flexible IT and operational systems and software ready to deploy to our clients across both contact centre and fulfilment. We offer a combination of in house technology along with leading third party solutions to fuel growth.

Since 1999 we’ve been providing outsourced services to some of the UK’s best known brands. We remove the headache of managing non core activities, and improve operational efficiencies, lead times, and do so without adding cost to the process.

ideas driven.

We’re Problem Solvers

ORDER FULFILMENT SERVICES

Order Fulfilment Services

eCOMMERCE FULFILMENT We manage the storage, warehousing, pick pack, and despatch of orders to consumers across the world. Our experience covers gifts to furniture.

RETURNS PROCESSING In the fashion sector, up to 40% of all goods sold online are returned. We provide an efficient, cost effective returns solution. From refurbishing stock through to disposal, and simply restocking.

PALLET STORAGE Via our warehouse complex, we provide secure, scalable storage solutions for anything up to 22,000 pallets.

VALUE ADD Our experienced team are available to handle bespoke requirements. Some examples of value add services we offer include product assembly, gift wrap, kitting, quality management & engraving.

RETAIL LOGISTICS We manage the storage and distribution of stock to our clients’ stores, stockists, distributors and vendors, both in the UK and worldwide.

MULTI-CHANNEL A blend of both eCommerce and retail fulfilment, we manage the process of fulfilment across multiple channels, such as eCommerce, stockists, and via marketplaces such as eBay and Amazon.

ideas driven.

A Year In Numbers

28,000 SKU’s

managed

5,000,000 Items

Shipped

170,000 Sq/ft

warehousing

1,000,000 eCommerce + Trade Orders

£200 MILLION

Value of goods despatched

9,000 Orders

Single Client peak day despatch

22,000 Pallet

Locations

30 Years of

experience

ideas driven.

OUR Facilities IN HOUSE WMS We own our own Warehouse Management System, which is a proven, flexible, scalable system designed to manage a multitude of client requirements. Via our Application Integration Framework, we’re able to directly integrate our system into almost any third party software.

DESPATCH MANAGEMENT SYSTEM Effectively ‘cloning’ our carrier partners own shipping systems, allowing order packers to print shipping labels at the packing stage, and allocating the best carriage service based on parcel dimensions and weight.

RF TECHNOLOGY We use RF technology throughout our warehouse operation to receive, allocate, pick pack, and despatch goods. This in turn adds efficiency, reduces man hours, and improves accuracy.

Our Technology

3rd PARTY INTEGRATIONS We integrate with a range of external software providers, carriers, and systems to enable business continuity or the further development of our clients’ businesses.

Gifts

Gadgets

Groceries

Fashion

Footwear

Furniture

White Goods

Electricals

Cosmetics

Our Experience

CONTACT CENTRE SERVICES

Contact Centre Services

BUREAU ENVIRONMENT A shared resource across multiple clients. No fixed monthly costs makes the bureau an extremely flexible, and scalable contact centre solution.

LONG TERM PARTNERSHIP Looking for a long term contact centre partner? We’re proud to say we’ve been with some of our clients for over 11 years. Providing value year after year.

SINGLE CAMPAIGNS Require a team of advisors to cover a single campaign? We’ve covered data processing, surveys, telesales, charity projects, Christmas peaks, and more.

OUT OF HOURS We can extend the operating hours of your in house contact centre on a flexible and cost efficient basis.

DEDICATED ADVISORS From 1 to 100 advisors, we can provide a dedicated team to handle your campaigns on both an inbound or outbound basis.

HYBRID MODEL A blend of both the bureau and dedicated advisor model. Should call volumes exceed the capacity of the dedicated team, the bureau team can provide overflow support.

ideas driven.

Contact Centre Operations

Contact Centre operates 8am – 8pm 7 days per week

200 seat contact centre split between inbound and outbound operations

Full suite of bespoke client reports available depending on client requirements

Flexible software and systems utilising both client led software plus our in house systems

Secure, cloud based infrastructure. Off site data storage, disaster recovery site located 10 miles away for business continuity. PCI DSS compliant

Multi-Channel operations covering telephony, email, post, live chat, and social media

ideas driven.

Our Experience | Retail

Spark Response is a trusted contact centre partner to the

retail sector. Since 1999 some of the UK’s most

recognisable brands have trusted Spark to deliver

customer excellence year after year.

Our multi-channel inbound contact centre specialises in the retail sector. Handling customers across multiple brands on both a bureau and dedicated basis, our centre comes into it’s own at Christmas, scaling to meet the demands of Christmas shoppers.

• General customer services • eCommerce sales support • Order taking • Complaint handling • Product queries • Delivery queries • Up sell, cross sell, alt sell • Data processing

Services

ideas driven.

Our Experience |

Telecoms

And Utilities

Most recently, Spark Response was appointed

as a customer acquisition partner for BT.

Initially utilising 30 advisors, the campaign has

since grown to 100 advisors due to the

continued success of the campaign.

Supporting both small and global brands in their customer acquisition campaigns, our contact centre can provide dedicated advisors for both short and long term campaigns, across both inbound and outbound operations.

• Telesales • Telemarketing • Lead generation • Customer acquisition • Customer retention • Inbound sales support • Up sell, cross sell, alt sell • Data processing

Services

ideas driven.

This is us... Thank you for listening...

London

Gateshead

1 We’re a partner, not a supplier

2 We go the extra mile, and it’s not ‘extra’

3 Industry standard setters

4 Innovators, not just implementors

5 Outstanding ideas as standard

6 Applied expertise, solutions not just systems

Why Spark Response?

ideas driven.

New Thinking – New Possibilities

Spark Response Follingsby Avenue Follingsby Park Gateshead NE10 8HQ T : 0191 495 9999 E : ideas@sparkresponse.com W : www.sparkresponse.com