Our response services
You can use one service or combine both for end-to-end coverage.
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Contact Centre
We deliver on-brand support across calls, email, webchat, and messaging with a trained team skilled in handling enquiries.
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Response Handling
A dedicated hub for processing responses at scale, including post, Direct Debits, donation processing, and Gift Aid capture.
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Support that fits your charity
ELOVATE works as an extension of your team, helping you handle supporter contact and campaign responses while maintaining control. We collaborate with you to agree on service levels, build the right scripts and workflows, and provide a dedicated Account Manager to keep communication clear.
Support can be shared or dedicated, with overflow and weekend-only options, so your charity can flex during peak campaigns without compromising consistency. Our teams are trained in handling vulnerable supporters, including those with hearing impairments, dementia, or other specific needs, ensuring compassionate and professional service every time.
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Support that fits your eCommerce business
For eCommerce brands, we help manage customer service across the channels your customers prefer, from order queries and returns to complaints and product questions. Our teams maintain on-brand conversations, providing quick, accurate responses that enhance the customer experience.
ELOVATE can scale during product launches, seasonal peaks, or promotional campaigns, ensuring your eCommerce business delivers consistent, high-quality support while keeping internal teams focused on growth.
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Technology that supports people
We combine technology and human expertise to improve speed, routing, and reporting, while ensuring supporters and customers can always reach a real person.
Our Echo portal gives you 24/7 visibility of campaigns, transactions, and KPIs. You can easily manage user profiles, generate custom reports, monitor performance, and integrate with card merchants.
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Consistent contact
Where possible, repeat supporters are routed to the same person
Voice callback
Supporters can request a callback rather than waiting in a queue
Real-time reporting
Clear insight into volumes, response times, and outcomes
A contact centre that feels like your team
Our in-house contact centre provides on-brand conversations across the channels your supporters or customers prefer—calls, emails, messages, social media and more. We handle everything from charity donation processing to eCommerce order queries, with care and consistency.
By making our contact centre feel like an extension of your team, we help charities and businesses maintain a seamless, on-brand experience while scaling support during peak periods.
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A dedicated hub for campaign responses
Whether it’s direct mail, donation forms, order queries, or campaign replies, ELOVATE provides a secure response hub that can process them all. Our in-house post room and integrated digital workflows process everything accurately, and we can flex capacity during peak periods without impacting service quality.
We also support head office post, welcome and legacy packs, invoicing, whitemail, and secure document scanning, giving you a complete, streamlined response and fulfilment service.
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Secure handling for payments and data
From card payments and Direct Debits to call recording and quality monitoring, we handle payments and personal data securely and responsibly, with clear audit trails and compliant processes.
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Tell us what you need, and we’ll recommend the right mix of support, service levels, and channels for your organisation. Whether you’re a charity managing campaigns or an eCommerce business scaling customer support, ELOVATE can provide a seamless, on-brand service tailored to your needs.
