Our solutions improve your customers journey and enhance their experience
The Business Generation Group pride ourselves in delivering bespoke, high quality, omni-channel solutions to both our clients and their existing customers. The team have been representing some of our clients for a number of years; utilising expert skills to create an exceptional customer contact experience.
Whether your requirement is short or long term, we ensure your journey with TBG Group improves your communication with your current customers and engagement with future customers. We are a genuine extension of your organisation and mirror your company ethos and values, delivering the best service for you and your clients.
- Our end to end solution is structed to cover all your customer contact requirements through Inbound/Outbound telephony, E-mail, SMS, Web Chat, Print, Social Media...
- We take the time to understand your company ethos, culture, vision and goals
- We pride ourselves on understanding your business and treat it with the respect it deserves
- We recognise the importance of brand awareness and protecting it , our staff are fully trained to represent clients through all levels of the business process
- Your dedicated Account manager manages a professional, mature delivery team ensuring cross training and resilience on all key procedures and campaign responsibilities
- Our approach for delivering all your required processes is supported by a flexible yet powerful disaster recovery process to exceed industry set recommendations
- Our end to end solution is structed to cover all your customer contact requirements through Inbound/Outbound telephony, E-mail, SMS, Web Chat, Print, Social Media...
- We take the time to understand your company ethos, culture, vision and goals
- We pride ourselves on understanding your business and treat it with the respect it deserves
- We recognise the importance of brand awareness and protecting it , our staff are fully trained to represent clients through all levels of the business process
- Your dedicated Account manager manages a professional, mature delivery team ensuring cross training and resilience on all key procedures and campaign responsibilities
- Our approach for delivering all your required processes is supported by a flexible yet powerful disaster recovery process to exceed industry set recommendations
Our solutions improve your customers journey and enhance their experience
The Business Generation Group pride ourselves in delivering bespoke, high quality, omni-channel solutions to both our clients and their existing customers. The team have been representing some of our clients for a number of years; utilising expert skills to create an exceptional customer contact experience.
Whether your requirement is short or long term, we ensure your journey with TBG Group improves your communication with your current customers and engagement with future customers. We are a genuine extension of your organisation and mirror your company ethos and values, delivering the best service for you and your clients.
How we deliver
- Inbound/Outbound Contact
- Email (Singular or Bulk Distribution)
- SMS (Singular or Bulk Distribution)
- Customer Service
- Telephone Marketing Services
- Risk Analysis/Compliance Contact
- Client Dashboards
- Detailed Reporting
How we deliver
- Inbound/Outbound Contact
- Email (Singular or Bulk Distribution)
- SMS (Singular or Bulk Distribution)
- Customer Service
- Telephone Marketing Services
- Risk Analysis/Compliance Contact
- Client Dashboards
- Detailed Reporting
Our Offices
Our offices are situated in Old Town, Swindon which has 24/7 CCTV, has secured building access with locked doors for campaigns that require exclusive privacy.
We use brand new, up-to-date technology which is backed up by a reliable, resilient internet connection. Our office lay out divides the teams into groups of 4/5 working desks to each pod providing a spacious, professional and secure working environment. Every pod includes 4 agents and 1 senior who overseas the day to day management, coaching and development of the team pod.
Our Offices
Our offices are situated in Old Town, Swindon which has 24/7 CCTV, has secured building access with locked doors for campaigns that require exclusive privacy.
We use brand new, up-to-date technology which is backed up by a reliable, resilient internet connection. Our office lay out divides the teams into groups of 4/5 working desks to each pod providing a spacious, professional and secure working environment. Every pod includes 4 agents and 1 senior who overseas the day to day management, coaching and development of the team pod.
Technology
Our CRM allows us to fully customise the set-up on a campaign-by-campaign basis. As each campaign database can be configured separately, each one can be made to be exactly what is needed for that requirement. i.e. data fields being utilised, individual result/response codes. Basic script can be added or decision driven script – If ‘Yes’ show this, If ‘No’ show that
- Calling/auto-dialling
- Call Recording
- Call Quality
- Appointment Setting and Confirmation
Technology
Our CRM allows us to fully customise the set-up on a campaign-by-campaign basis. As each campaign database can be configured separately, each one can be made to be exactly what is needed for that requirement. i.e. data fields being utilised, individual result/response codes. Basic script can be added or decision driven script – If ‘Yes’ show this, If ‘No’ show that
- Calling/auto-dialling
- Call Recording
- Call Quality
- Appointment Setting and Confirmation
Data Protection, Security and Retention
Data Protection
All necessary steps are taken to safeguard data – all client data is stored on our CRM platform in individually siloed databases on a per campaign basis with handling/processing of the data being carried out only by authorised staff in accordance with TBG Group’s procedures and data policies and follows data privacy and GDPR compliance requirements.
User access is locked down to IP address, password protected and restricted to named users with tiered permission-based access enabling us to restrict actions and only display data on a ‘need to know’ basis for them to be able to carry out their job. As an extra layer of protection Multi-Factor Authentication (MFA) is enabled for user access to further secure user credentials and access to the data and data processing system environment.
Data Protection, Security and Retention
Data Protection
All necessary steps are taken to safeguard data – all client data is stored on our CRM platform in individually siloed databases on a per campaign basis with handling/processing of the data being carried out only by authorised staff in accordance with TBG Group’s procedures and data policies and follows data privacy and GDPR compliance requirements.
User access is locked down to IP address, password protected and restricted to named users with tiered permission-based access enabling us to restrict actions and only display data on a ‘need to know’ basis for them to be able to carry out their job. As an extra layer of protection Multi-Factor Authentication (MFA) is enabled for user access to further secure user credentials and access to the data and data processing system environment.
All data is secured to a minimum level of TLS1.2 SHA-256 RSA encryption and is stored/hosted on servers that are based within data-centre’s located within the United Kingdom and are ISO 27001 certified. Access to the systems is via secure connections only, there is no remote access possible to the databases themselves.
Physical Security
Should it be required by a client or for specific campaigns; an agent or team of agents can be based in their own enclosed secure environment. As TBG Group work with clients from regulated industries such as financial services relevant agents are subject to a number of controlled checks to FCA standards including full history referencing, DBS criminal records checks and financial checks (credit report, CCJ’s and IVA/bankruptcy check).
Auditing
TBG periodically audits and reviews its business functions, procedures and policies regarding data security, privacy and compliance; including:
- Staff data protection training and awareness
- Security of personal data
- Information sharing
- Records Management
- Data Protection Impact Assessments
All Cloud-based and SaaS providers are audited and assessed before TBG Group starts working with them to ensure that they have recognised security standards, operational resilience, defined SLAs/KPIs and that they comply with regulatory and legal requirements.
Data Retention
Client data is only kept for as long as necessary for the purpose for which it is processed and when it is no longer required, it shall be deleted/destroyed from TBG Group’s systems. However it may be necessary to retain/provide access a limited set of historic data which a part of an agreed specific contractual obligation or by regulatory requirement, in this event the data will be secured access provided for the specific agreed purpose and individuals and all people identifiable information will have been removed from the data.
All calls that are handled through TBG Group for the purpose of client calling campaigns are recorded and are automatically deleted after a period of 6-months.
All data is secured to a minimum level of TLS1.2 SHA-256 RSA encryption and is stored/hosted on servers that are based within data-centre’s located within the United Kingdom and are ISO 27001 certified. Access to the systems is via secure connections only, there is no remote access possible to the databases themselves.
Physical Security
Should it be required by a client or for specific campaigns; an agent or team of agents can be based in their own enclosed secure environment. As TBG Group work with clients from regulated industries such as financial services relevant agents are subject to a number of controlled checks to FCA standards including full history referencing, DBS criminal records checks and financial checks (credit report, CCJ’s and IVA/bankruptcy check).
Auditing
TBG periodically audits and reviews its business functions, procedures and policies regarding data security, privacy and compliance; including:
- Staff data protection training and awareness
- Security of personal data
- Information sharing
- Records Management
- Data Protection Impact Assessments
All Cloud-based and SaaS providers are audited and assessed before TBG Group starts working with them to ensure that they have recognised security standards, operational resilience, defined SLAs/KPIs and that they comply with regulatory and legal requirements.
Data Retention
Client data is only kept for as long as necessary for the purpose for which it is processed and when it is no longer required, it shall be deleted/destroyed from TBG Group’s systems. However it may be necessary to retain/provide access a limited set of historic data which a part of an agreed specific contractual obligation or by regulatory requirement, in this event the data will be secured access provided for the specific agreed purpose and individuals and all people identifiable information will have been removed from the data.
All calls that are handled through TBG Group for the purpose of client calling campaigns are recorded and are automatically deleted after a period of 6-months.
Benefits of working with TBG Group...
Operational Structure
To ensure that we develop our team and deliver with the highest of standards we operate a rule of 1 Team Leader for every 4 agents. This ensures that we have a keen eye for quality whilst having the time to upskill and develop our team. You will be allocated a dedicated Account Manager who will be responsible for the day to day communication between yourself and the operational team.
Compliance is key
We operate a Plan-Do-Check-Act culture to ensure that there is continual improvement in the delivery of our services. Compliance is key to the success of this culture and we operate a rigorous internal auditing regime. All calls are recorded and a sample reviewed for every campaign on an ongoing basis with the highest quality being benchmarked at all times.
Operational Structure
To ensure that we develop our team and deliver with the highest of standards we operate a rule of 1 Team Leader for every 4 agents. This ensures that we have a keen eye for quality whilst having the time to upskill and develop our team. You will be allocated a dedicated Account Manager who will be responsible for the day to day communication between yourself and the operational team.
Compliance is key
We operate a Plan-Do-Check-Act culture to ensure that there is continual improvement in the delivery of our services. Compliance is key to the success of this culture and we operate a rigorous internal auditing regime. All calls are recorded and a sample reviewed for every campaign on an ongoing basis with the highest quality being benchmarked at all times.
Treating Customers Fairly
Culture and Governance, Clear Communication, Performance and Standards are key principles from the TCF standard that is at the heart of everything that TBG delivers. This aligns our culture well with the finance industry and other regulated industries.
Flexibility and Reliability
Our operation is open from 8am to 8pm, 6 days per week and can be fully resourced for your requirement, no matter how big or small. We are located in a modern office suite with brand new up to date technology and secured internet connection. We have a resilient DR Plan and operate a proven Work From Home model that offers flexibility and scaling while also given access to a wider talent pool.
Treating Customers Fairly
Culture and Governance, Clear Communication, Performance and Standards are key principles from the TCF standard that is at the heart of everything that TBG delivers. This aligns our culture well with the finance industry and other regulated industries.
Flexibility and Reliability
Our operation is open from 8am to 8pm, 6 days per week and can be fully resourced for your requirement, no matter how big or small. We are located in a modern office suite with brand new up to date technology and secured internet connection. We have a resilient DR Plan and operate a proven Work From Home model that offers flexibility and scaling while also given access to a wider talent pool.
Communication
When it comes to client engagements, we operate an open book policy. We offer our clients a dashboard that keeps you in touch with all up to the minute activity and statistics regarding the delivery of your campaign. To supplement this, we implement regular reporting and frequent reviews with our clients on all aspect of their campaigns.
High Calibre Agents
When you choose TBG Group for your campaign, you have an experienced team of mature agents with proven delivery experience. The TBG culture is addictive and the team have a friendly, positive, professional manner. They take pride in their work and the brands they represent and will go the extra mile to ensue that you are represented with the integrity you deserve.
Communication
When it comes to client engagements, we operate an open book policy. We offer our clients a dashboard that keeps you in touch with all up to the minute activity and statistics regarding the delivery of your campaign. To supplement this, we implement regular reporting and frequent reviews with our clients on all aspect of their campaigns.
High Calibre Agents
When you choose TBG Group for your campaign, you have an experienced team of mature agents with proven delivery experience. The TBG culture is addictive and the team have a friendly, positive, professional manner. They take pride in their work and the brands they represent and will go the extra mile to ensue that you are represented with the integrity you deserve.
Get in touch
Whatever your query is – we’re here to help. Speak to our experienced team by submitting a form below.
Get in touch
Whatever your query is – we’re here to help. Speak to our experienced team by submitting a form below.
Read our case studies
Data Build & Lead Generation with Follow-up Email Program – Market Dojo
Market Dojo used our Data Building, Cleansing, Lead Generation and Email Marketing services to increase their B2B sales pipeline.
Outbound Calling Lead Generation Campaign – Event Service Check
Event Service Check, used our top of the range Customer Relationship Management services to help establish and generate new leads as well as updating existing customer contact information.
Data Build, Website Build/Management and Social Media Marketing – Cross Street Customs
Cross Street Customs used our top of the range Website Build and Management, Social Media Marketing and Pay Per Click services to generate brand awareness and fresh leads.
Email Marketing & Lead Detection Campaign – Nanogreen
Nanogreen used our Lead Generation and Email Marketing services to gain marketing intelligence and new business.
Website Build and Management – Alexander Swan Insurance
Alexander Swan used our top of the range Website Build and Management services to showcase their new fleet or services website and enhance user experience.
Website Build – Gloucestershire Engineering Training (GET)
Gloucestershire Engineering Training (GET) used our Website Build/Management services to redevelop their frontend website.
Website Build & Marketing Campaign – Storeit4me
Storeit4me used our Email Marketing, Data Build, Outbound/Inbound Dialling, Social Media Marketing, Website Build services and more to help establish and grow their presence in the marketplace.
Market Research & Lead Detection Program with Data Enrichment – Isgus UK
ISGUS used our Lead Generation and Market Research services to support their internal sales team.
Appointment Setting & Data Cleanse Campaign – Cross Street Garage
Cross Street Garage used our Data Cleanse and Lead Generation services to generate new prospects for their Swindon Old Town Garage.
Lead Generation and Mailing Campaign – Juniper Pianos
Juniper Pianos used our Lead Generation services to build a bigger client base of customers.
Website Build – F&B HR Consultancy
F&B HR Consultancy used our Website Build/Management services to establish their web presence as part of their business launch campaign.
Lead Generation Project with Data Build/Data Cleanse – Zebra Technologies
Zebra Technologies, used our top of the range Data Cleansing and Enrichment Services to obtain a refreshed and up-to-date database of contacts.
Email Marketing & Outbound Calling Campaign – Tenant Screening
Tenant Screening, used our top of the range E-Mail Marketing Services to help market the client’s products and services to a wide range of both lapse and new customers.
Lead Detection Project with Email Marketing – Swindon Financial Services
The Business Generation Group (TBG) were tasked to identify and contact Schools in Swindon and the surrounding areas, to offer seminars, with regards to the teachers’ Pension scheme and the local government Pension scheme.
Lead Generation Campaign with MI Gathering – Nortim Engineering
Nortim used our Lead Generation, Data Cleansing, Data Building and Appointment Setting services to develop new business opportunities.
Social Media Marketing – Blue Shore Accountants
Blue Shore Accountants used our Social Media Marketing services to build brand awareness and drive traffic to their website.
Market Research with Data Cleanse and Enrichment – Foresolutions
Foresolutions, used our top of the range Data Cleansing and Enrichment services obtain a refreshed and up-to-date database of contacts and to generate further leads and appointments with their relevant customers.
Inbound/Outbound Customer Service, PPC, Website Building and Management – RJ Flooring
Tenant Screening used our top of the range Website Build and Management, Inbound/Outbound Customer Service and Pay Per Click services to generate brand awareness and fresh leads.
Website Build – Tenant Screening
Tenant Screening used our top of the range Website Build and Management services to redevelop their frontend website and enhance user experience.
Appointment Setting & Email Campaign – Hintel
Hintel used our Appointment Setting and Email Marketing services to provide recruitment support for their growing estate agency client.
Social Media Marketing, Website Build/Management and PPC – MVB Building and Electrical Contractors
MVB used our top of the range Website Build and Management, Social Media Marketing and Pay Per Click services to generate brand awareness and fresh leads.
Website Build and Social Media Management – Wood Street Co Work
Wood Street Co Work used our Website Build and Management, Social Media Marketing and other services to setup the foundations of their business and begin converting customers.
Lead Generation & Data Enrichment Campaign – PocketMobile
PocketMobile used our Lead Generation and Data Enrichment services to increase their B2B sales pipeline.
Email Marketing, Lead Generation & Appointment Setting Campaign – WestSpring IT
WestSpring IT used our Appointment Setting, Email Marketing and Lead Generation services to provide new business opportunities.