Silver Package
Our Silver Tier provides structured multi-channel customer contact through Lemon’s shared contact centre service. Designed for organisations managing increasing volumes of customer enquiries, it supports professional call handling, email management and interaction with third-party systems or portals. With 24/7 coverage and structured service governance, the Silver Tier enables organisations to manage customer contact more efficiently without the need for dedicated internal teams.
Who the Silver Tier Is Designed For
The Silver Tier is ideal for organisations experiencing growing customer contact volumes or requiring support across multiple communication channels.
Many businesses use the Silver Tier when customer enquiries begin to extend beyond simple call answering, requiring email handling, interaction with operational systems and structured message dispatch to internal teams.
By combining shared contact centre resources with defined service processes, the Silver Tier provides reliable customer support while maintaining operational flexibility.
Multi-Channel Customer Contact and Operational Support
The Silver Tier extends beyond basic call answering to support multiple customer communication channels. In addition to professional call handling, Lemon’s contact centre agents can manage inbound emails, web enquiries and selected messaging platforms where required.
Where operational processes require interaction with approved third-party systems or portals, our team can capture information, update records and dispatch service requests according to agreed processes.
Supported by our 24/7 UK-based contact centre, the Silver Tier helps organisations manage customer contact consistently across channels while maintaining clear operational visibility.
What’s Included in the Silver Tier
• 1,500–5,000 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
• 24/7/365 customer contact coverage
• Standard service level agreement
• Quarterly service reviews
The Silver Tier builds on the Bronze Tier by introducing multi-channel support and interaction with operational systems, allowing organisations to manage customer enquiries and service requests more efficiently.
The Silver Tier can also be extended with wider Business Process Outsourcing services where organisations require additional administrative or operational support alongside customer contact.
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