Gold Package
Our Gold Tier provides integrated contact centre support for organisations requiring deeper operational alignment with their customer service processes. Lemon’s experienced teams manage complex enquiries, structured triage and interaction with operational systems while maintaining consistent 24/7 customer contact coverage. Enhanced service governance and multi-channel support enable organisations to manage customer contact and operational requests efficiently without the need for dedicated internal teams.
Who the Gold Tier Is Designed For
The Gold Tier is ideal for organisations requiring more than basic customer contact support. Businesses often adopt the Gold Tier when customer enquiries involve operational processes such as service requests, job dispatch, account enquiries or coordination with internal teams.
Many organisations use the Gold Tier when customer contact becomes closely linked to operational workflows, requiring accurate triage, structured call handling and interaction with internal systems or third-party platforms.
By providing enhanced service governance and structured contact handling processes, the Gold Tier helps organisations maintain service quality while managing more complex customer interactions.
Integrated Customer Contact and Operational Support
The Gold Tier supports customer contact that is closely connected to operational processes. Lemon’s contact centre teams can capture detailed information, triage enquiries and interact with operational systems where required.
Customer enquiries can be logged, categorised and dispatched according to predefined processes, ensuring service requests reach the appropriate teams quickly and accurately.
Supported by Lemon’s 24/7 UK-based contact centre and structured service governance framework, the Gold Tier enables organisations to maintain consistent service delivery while managing more complex customer contact environments.
Structured Service Governance and Operational Visibility
Customer contact within operational environments often requires clear governance and visibility to ensure enquiries are handled consistently and service standards are maintained.
The Gold Tier introduces enhanced service governance through structured service level agreements, defined escalation procedures and regular operational reviews. Customer interactions can be monitored through reporting dashboards, allowing organisations to maintain visibility of contact volumes, response times and service outcomes.
By combining operational visibility with structured contact handling processes, the Gold Tier supports organisations that require a more controlled and accountable outsourced customer support environment.
What’s Included in the Gold Tier
• More than 5,000 minutes of shared contact centre support per month
• Professional call answering in your company name
• Email management and message dispatch
• Interaction with third-party systems or portals
• Structured triage and service request handling
• 24/7/365 customer contact coverage
• Bespoke service level agreement
• Monthly service reviews
The Gold Tier builds on the Silver Tier by introducing deeper operational support and enhanced service governance, allowing organisations to manage complex customer contact and operational requests more effectively.
The Gold Tier often forms part of a wider outsourcing model where customer contact and selected operational processes are managed together through Lemon’s contact centre and Business Process Outsourcing services.
FIND YOUR PACKAGE
| Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|
| Dedicated agents | ||||
| Shared agents | 1000 mins | >1500 to 5000 mins | > 5000 mins | Overflow optional |
| 24/7 Support | ||||
| Call Answering | ||||
| Email Management | ||||
| SMS | ||||
| Web Messaging | ||||
| Messaging Apps (e.g. Whatsapp) | ||||
| Third Party Systems & Portals | Up to 5 | Up to 5 | Unlimited | |
| Quality Framework | Standard | Standard | Bespoke | AI Enhanced |
| Service Level Agreement | Standard | Standard | Bespoke | Bespoke |
| Service Level Reviews | Biannually | Quarterly | Monthly | Weekly |
| Live Dashboard | ||||
| On-Call Matrix | ||||
| Triage Tool | ||||
| Knowledgebase | ||||
| Call Recording |
Discuss the Right Contact Centre Tier for Your Organisation.
24/7 Availability UK based Bespoke service