Outsourced Services FAQs
Here you’ll find answers to frequently asked questions about outsourced contact centre services and business process outsourcing in the UK, including 24/7 call answering, out-of-hours call handling, email and digital channel management, and structured back-office support. Whether you are considering outsourcing to improve customer experience, reduce operational pressure or increase scalability, these FAQs explain how Lemon delivers secure, measurable and fully managed outsourced services aligned to your business objectives.
Are you based in the UK?
Yes, we are based in Stockton-On-Tees in the North East of England.
What are your operating hours?
We are open 24/7, 365 days a year – to be there for you whenever you need us.
How do you charge?
There are two charging options depending on the solution you require, this can either be a price per minute (billed to the millisecond) or an FTE price if you require dedicated operators or a mixture of both.
How can Lemon give as good a service as our own team?
Lemon take time to understand and work closely with you, to establish a strong, collaborative relationship from the start. This involves taking the time to learn about your business, your core values, and the needs of your customers. We’re also UKAS certified for ISO9001, which is the international standard for Quality Management. The ISO ensures that we have an effective Quality Management Systems (QMS) in place that is externally audited.
How can I be assured that my data is secure?
We’re UKAS certified for ISO27001, which is the international standard for Information Security. The ISO ensures that we have the correct controls in place to keep your data safe and we are externally audited for compliance. We are also ICO registered and fully GDPR compliant. Very few, if any, competitors can rival our level of security.
Do you have dedicated or specialist teams?
This is always an option depending upon your requirements and we would be happy to discuss this with you to find a solution that meets your needs, either as a bureau service or dedicated FTE.
How do you manage technical calls?
Lemon have extensive experience working in engineering sectors. Our foundations are built on our technical ability and we have developed a number of bespoke diagnostic and knowledge base systems that we can utlise on your contract to enable us to manage even the most complex of processes.
Can you use our own CRM system and customer portals?
We can utilise whatever systems you currently have in place in order to make the process seamless for you and your customers. We already use many industry wide portals, so there is a good chance we already have experience on the system you use and our IT team will help integrate the service.
How does the contract set-up work?
Once you have decided to use our services your account manager will set-up a mobilisation call with the project team to walk you through the on-boarding process. This will include taking time to understand your business requirements and processes. The relevant resources, from IT to training, will then be assigned to ensure that the service starts on the agreed date.
Who manages my account?
Upon partnering with us you will be allocated your own account manager who will be there for you to help with any queries you may have. You will also meet regularly with the team to review the service and discuss further opportunities and developments, as part of our collaborative approach.
How can I monitor your performance?
We will provide you with regular Management Information (MI) reports that will include Key Performance Indicators (KPIs). The reports will include key metrics, such as average speed to answer (ASA), abandonment rates, quality scores and first call resolution. All activities are recorded so we can report on almost any metric and your account manager will ensure that you are getting the insight you need.
Do your staff undergo employee screening checks?
All Lemon employees undergo thorough pre-employment checks including an identity check and employment history verification check. In addition, we can work with you to implement additional layers of security, for example, employees can be screened to the requirements of BS7858 if required for your contract.
Are calls recorded?
All calls are recorded and available on request. We take great pride in our transparency.
Are business answering services still a thing?
Yes, business answering services are very much still a thing and more relevant than ever! While digital channels have expanded customer communication options, phone calls remain a critical touchpoint for many industries.
What is the difference between a call centre and answering service?
A call centre provides comprehensive customer support, handling inbound and outbound calls, multi-channel communication, technical support, sales, and CRM integration for high-volume interactions. An answering service offers basic call handling, message taking, and call forwarding, making it a cost-effective solution for businesses needing simple phone coverage without full-scale customer support.
Why do people use outsourced contact centre services?
At Lemon Contact Centre, our clients choose our contact centre solutions for their savings in cost and efficiency. It allows their business to focus on what they're good at and gives them room to scale operations easily without the increased pressures of building in-house customer service teams which can be costly in both time and money. Outsourced call centres provide stability, improved work-life balance, and the ability to innovate, proving beneficial for businesses and employees.
What are the strengths of customer service outsourcing?
We specialise in customer service outsourcing, but what does this mean for you? Contact centre solutions offer several strengths including but not limited to cost efficiency, specialised expertise, and improved customer service quality through our 24/7 support. By working with an outsourced provider like Lemon, you can leverage our resources, technology and personnel to obtain greater flexibility, resilience and scalability for your own operation, but at reduced risk.
What is ISO certification in the UK and why is it so important?
Here at Lemon Contact Centre, we believe that call centres should adhere to the international standards set by the International Organisation for Standardisation (ISO). This means we have to adhere to standards in areas such as quality management (ISO9001) and information security (ISO27001). The certification process for these ISO standards is rigorous and involves a series of internal and external surveillance audits, with the certification being valid for a three year cycle. In the UK, the United Kingdom Accreditation Service (UKAS) is the sole appointed body by the UK Government to provide accreditation to certification bodies and, therefore, a certification from a UKAS accredited auditor is considered the gold standard.
ISO certifications awarded by a UKAS auditor are easily recognisable by the national accreditation symbol - the UKAS Crown and Tick.
Do you only provide contact centre services?
No. While we are known for UK-based outsourced contact centre delivery, we also support a wider range of outsourced services including HR administration, absence management, occupational health coordination, marketing support, logistics and fulfilment administration, and structured operational workflows.
Do you only deliver services directly from your contact centre?
Our core contact centre and managed service operations are delivered by our UK-based team. Where clients require specialist capabilities, such as occupational health, logistics coordination or certain technical disciplines, we may work alongside carefully selected partners. In these cases, Lemon remains responsible for governance, reporting and service oversight to ensure consistent standards and accountability.
How do partner-delivered services work?
Where specialist expertise is required, we integrate trusted partners into the service model under defined workflows and service levels. Lemon manages performance, reporting and client communication, providing a single point of accountability while leveraging appropriate subject-matter expertise.
Does using partners reduce control or visibility?
No. Partner-delivered services operate within structured governance frameworks, with agreed KPIs, reporting cadence and review meetings. Clients retain full visibility through consolidated management information and clear escalation routes managed by Lemon.
Why work with Lemon rather than going directly to a specialist provider?
Lemon provides an integrated outsourced services model where complementary functions operate within a shared governance framework. This ensures aligned service levels, consolidated reporting, consistent quality standards and a single point of accountability. By managing how services interact, rather than treating them as standalone contracts, we help clients create operational cohesion rather than complexity.