The telephone is still the most widely available, easy to use and preferred method for a customer to contact your organisation.

The telephone is still the most widely available, easy to use and preferred method for a customer to contact your organisation.

Much is discussed about omnichannel customer contact as we do here on our site, so what is the future of the humble telephone call? Gartner predict that by 2020, 70% of customer interactions with businesses will be dealt with through web chat and social media.

Call handling

Whether Gartner‘s prediction is true or not the telephone will and should still play a fundamental part in any company’s customer communication strategy. The fact is when a customer makes a sales enquiry, has a complaint or a serious issue to deal with, then more often than not they will wish to speak to somebody.

If however Gartner’s prediction is correct then even in 2020 it will still leave circa 30% of customers wanting to make contact by calls and email, and the general consensus is that email will largely be replaced by web chat for non-complex interactions.

Leading infrastructure

Ventrica has invested in globally leading telephony infrastructure such as Avaya for advanced call handling, routing and prioritisation. We overlay Avaya with our Altitude IVR which provides intelligent customisation of voice messages and options that can guide your customers with information prior to being put through to a live Advisor.

All calls are recorded and archived ensuring there is a voice log of every single conversation we have on your behalf.

Professional staff

Coupled with great technology are our people. We believe they’re great too! Our staff are skilled in the art of conversation and are trained in both sales and customer service skills.

We never forget that when handling calls on your behalf we often act as the first point of contact a customer may have with your organisation and we take that responsibility seriously.

See our latest Ventrica videos on the home page for a whistle-stop high level overview of our staff and working environment.

To find out more contact us today on 01702 445860 or via email

Accreditations and Awards

Ventrica's excellence has been recognised by the following industry-leading authorities…

  • Partnership of the Year Awards 2015 - Winner
  • European Contact Centre and Customer Service Awards 2015
  • UK National Contact Centre Awards 2016
  • UK National Contact Centre Awards 2018 Gold Winner
  • UK National Contact Centre Awards 2018 Bronze Winner
  • European Contact Centre Highly Recommended 2017
  • European Contact Centre Gold Winner 2017
  • European Contact Centre Silver Winner 2018
  • UKCCF Awards 2018
  • The Sunday Times Fast Track 100 2018
  • London and South East - Contact Centre Of The Year 2016 - Winner
  • London and South East - Best Outsourced Partnership 2016 - Finalist
  • London and South East - Advisor Of The Year 2017 - Winner
  • London and South East - Outsourcing Partnership of the Year 2017 - Winner
  • ISO 27001 : 2013
  • Call Centre Management Association
  • Financial Conduct Authority - FCA
  • SGS
  • UKAS Management Systems
  • ICO
  • Members of UK Contact Centre Forum - UKCCF