Customer contact is often all about speed, efficiency and cost-saving. Even so, as a B Corp-certified customer contact organisation, we believe that great customer service is about so much more than just answering calls or hitting KPIs. Ultimately, it is about truly helping people.
That is exactly why non-profit and community organisations feel like such a natural fit for us. Organisations dedicated to helping others often share our core belief: that genuine attention, care and personal support are what really make the difference.
With this in mind, ContactCare offers dedicated support to organisations that put social impact at the heart of what they do. Non-profits can access special support from ContactCare, including discounts on consultancy or project management hours (using our 'Social Return on Investment' hours) alongside a free quick scan of their current customer contact processes.
Why ContactCare chooses this path
ContactCare is proud to be B Corp certified. For us, this means looking beyond profit and growth, and actively focusing on our social and community impact.
While B Corp has become a household name in many sectors—often associated with sustainable consumer brands, consultancy firms or businesses where social impact is directly visible in their products or services.
The customer contact industry is a very different playing field. It is a sector traditionally driven by cost reduction and efficiency. At the same time, it is an industry known for high pressure, staff turnover and limited focus on the human side of the work.
That is precisely why we want to show that things can be done differently. We want to prove that even in a sector where outsourcing is the norm, processes are tightly managed and margins are tight, you can still build an organisation that is good for people, good for the planet, and highly professional and scalable at the same time.
As far as we know, ContactCare is currently the only customer contact organisation in Europe with a B Corp certification. We want to lead by example and show that professional customer contact goes hand-in-hand with employee wellbeing, social impact and sustainable choices.
For us, B Corp is not a marketing badge; it is the way we work every single day.
Customer contact is all about people
Discussions in our field often revolve around technology, AI and automation. These developments are incredibly exciting and open up fantastic opportunities. However, we believe technology should always be used to empower people, never to replace human connection.
This perfectly aligns with the vision recently highlighted in an interview with Jorick Serto, Chief Strategy Officer at ContactCare, on Klantcontact.nl. In the interview, he discussed how clients shape the future of customer contact. The choices organisations make ultimately define how customer contact is structured. Choosing on price alone often leads to a focus on efficiency and volume. Choosing quality, however, opens up space for genuine attention, commitment and a wonderful customer experience.
Cheap customer service might look attractive in the short term, but it can often end up costing more—whether through repeat calls, lower customer satisfaction or lost loyalty. The most valuable asset in customer contact is its people, and by empowering them, you create engaged employees who make a real difference in the long run (boosting retention and your (e)-NPS). Especially for non-profits and community organisations, a conversation is often about so much more than just answering a query; it is about patience, understanding, trust and providing reassurance.
That is where personal customer contact adds incredible value.
Special support for non-profit and community organisations
Because we love supporting social initiatives, we offer a special scheme for organisations that actively create community value. This support includes:
A free quick scan of your current customer contact processes;
Special rates for project management and/or consultancy funded by our SROI hours;
Complimentary advice on accessibility, customer experience and process improvement.
Through this scheme, ContactCare aims to make professional customer contact support highly accessible for organisations working towards a better world rather than commercial gain. This includes charities, helplines, voluntary organisations, social enterprises and other impact-driven teams.
We look for three key criteria here:
The organisation operates on a non-profit basis.
A social or community purpose is at the heart of your activities.
Any surplus is reinvested back into your social mission.
A great success story: the DigiHulplijn
A wonderful example of our community partnership is the DigiHulplijn, an digital support helpline co-founded by ContactCare. This helpline helps people with digital queries and online services. ContactCare proudly supports this initiative by providing dedicated account management, team leader hours and technical support.
Working on these projects reminds us daily of the incredible impact of great customer service. That positive impact is felt by the people we help, and right across our own team too. Projects with a social mission bring extra energy, motivation and meaning to our colleagues' work.
Social impact in our daily choices
Doing business today means taking responsibility for our social, ecological and community impact. Our social vision is not just about standalone projects; it is woven into the very fabric of our organisation. Many of the choices we make today are simply part of our DNA and have been since ContactCare was founded. We see customer contact as a profession where people always come first. A favourite saying at ContactCare is: 'You can hear a smile'. When our team members feel happy and supported, they deliver the absolute best service to your customers.
That is why we have invested in excellent working conditions and development opportunities for our team for years. Long before an industry-wide collective agreement was in place, ContactCare salaries were already well above the industry average.
Inclusivity is also incredibly important to us. For instance, we have adapted our in-house customer contact platform so it is fully accessible to visually impaired colleagues, complete with screen reader support and braille keyboard integration.
We also make conscious, sustainable choices every day, such as:
driving a largely electric fleet of company vehicles;
using sustainable cloud infrastructure, including Leafcloud;
furnishing our offices with recycled, pre-loved furniture;
providing refurbished laptops for our team;
using eco-friendly cleaning products;
planting trees via Trees for All to welcome every new client.
For us, these are not just add-ons, but daily choices that demonstrate how a people-first approach and professional customer contact make the perfect partnership.
Shall we make a difference together?
At ContactCare, we believe customer contact truly shines when it contributes to a greater goal beyond the bottom line. Do you work for a non-profit or community organisation and want to explore how we can support you?
We would love to hear from you—get in touch today.
