Noon Dalton

Established in 2009, Noon Dalton is a Global Business Services provider, offering customer experience (CX) and back-office support. We create customized, tech-enabled teams that deliver exactly what you need, when you need it. Our focus is on finding the right people in the right place, and building the right process for you. The result is High Quality, Low Cost, High Impact.

As a company, we strive for social sustainability with our global talent pool, and through Impact Sourcing, respect our people, and support their families, their communities, and the planet.

Our clients engage us to build custom teams to help meet their growth targets, with leading-edge technology and the best talent for the best possible price. Creating industry-leading resources that are accessible by everyone.

Customer Care & Technical Support Tasks

  • Live Agents for Phone
  • Live Chat/Email/In-App Support
  • Order Processing
  • Call Screening/Routing
  • Appointment Scheduling
  • Tech Support Level 1
  • 24/7 Coverage

    • Sales Support Tasks

  • Appointment Setting
  • Telemarketing
  • Lead Qualification
  • Market Research
  • Cold Lead Follow Up
  • CRM Management
  • Lead List Verification/Updates

    • Technology

  • Robotics Process Automation
  • Artificial Intelligence
  • IT Service Automation
  • Chatbots
  • Cloud Application Development
  • Process Mining

    • Recruiting & HR Support Tasks

  • Candidate Screening
  • Application Verification
  • Contact Info for Passive Candidates
  • Job Postings
  • Pre-screening
  • ATS Management
  • Scheduling Candidate Interviews
  • Social Recruiting
  • Name Generation/Title Based Search

    • Insurance Processing Tasks

  • Claims Processing
  • Renewal Presentations
  • Policy Updates
  • Presentation for Prospects
  • Processing Endorsements
  • Consolidating Reports

    • Data Processing & Management Tasks

  • Order Form Processing
  • Manual Data Extraction & Entry
  • Product Data Entry & Tagging
  • Manual Database Updates
  • PDF Data Extraction & Conversion
  • CRM Management & Updating

    • Marketing

  • Social Media Management
  • Email Marketing Management
  • Graphic & UI/UX Design
  • Online Review Responses
  • Blog/Newsletter Postings
  • Lead Qualification
  • Market Research
  • CRM Management
  • Lead List Verification/Updates

    • Accounting & Bookkeeping Tasks

  • Invoice/Bill Entry
  • Bank & Credit Card Reconciliations
  • Accounts Receivable Management
  • Accounts Payable Management
  • Preparing Reports

    • E-commerce Tasks

  • Order Processing
  • Inventory Management
  • Website Administration
  • Catalogue Management
  • Vendor Management
  • Returns/Exchanges Management
  • Photo Editing and Resizing
  • Shipment Processing/Tracking
  • Cross-selling on different platforms

    • Underwriting Tasks

  • Document Prep & Validation
  • Underwriting Analysis
  • Underwriting Pricing
  • Final Document Review
  • Drafting Agreements

    • Guide to Outsourcing Hard-to-Fill Positions

    Outsourcing hard-to-fill positions can be a strategic and effective solution for businesses…

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    Measuring the Impact: How to Track the Success of Your Impact Sourcing Initiatives

    Businesses engaged in Impact Sourcing have the opportunity to make a significant difference in the…

    by Noon Dalton

    Beyond Cost Savings: How Noon Dalton Adds Value through Strategic Outsourcing

    Outsourcing has traditionally been seen as a straightforward cost-saving tool - a way for…

    by Noon Dalton

    Sustainable Outsourcing: Noon Dalton’s Approach to Balancing Profit and Social Responsibility

    Sustainable outsourcing isn’t just about doing business; it’s about doing business right. It’s a…

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    Call Center (UK) Case Study

    The client

    Based in London, the client creates sustainable home and garden furniture made from wood taken from certified plantations and plastics that are free of toxins and fully recyclable. Their range of over 300 styles is expanding constantly, to accommodate the dynamic nature of styling a home. Their passion for beauty, affordability, and sustainability make them a clear front-runner when designing home spaces.

    Project Requirements

    Due to the high-demand nature of the project and the need for quick escalation in certain areas, the teams faced some challenges. These included:

  • Taking on too many tasks and too many FAQs for the team initially.
  • Unknown calls/ticket volumes making staffing correctly problematic to start. Training times for new staff.
  • Staff turnover due to burnout.

    • Despite these issues, we were able to find the right team members for the client, which resulted in a smooth customer service operation. And, it allowed us to better assess where else our teams could be utilized.

    Our Process and Solution

    To make sure that we could meet our client’s goals:

  • We handle inbound inquiries from live calls and web-generated customers. Answering them directly on that call.
  • We took outbound calls for order updates or stock updates.
  • The online reputation manager undertook outbound calls to generate positive ratings.
  • We used a ticket system for web-generated inquiries and internal escalations for the UK team for issues outside of our team’s scope.
  • Calls and tickets were routed to the staff next available in a team call queue to ensure all calls/tickets were answered in a timely manner.
  • We used targets for unanswered calls, turnaround time of tickets, call handling time, and error rate.

    • Results and ROI

    Benefits at the client’s end:
    We look after the highly repetitive inbound inquiries, such as “what is my expected delivery date”, that are numerous and time-consuming for the UK team. This allows the client to elevate the work done by the UK to be much more revenue-generating and concentrated on value-driven tasks, whilst ensuring the customers are handled in a professional, efficient and timely manner via our staff.

    Benefits at our end:
    Working on this process helped us streamline processes and efficient resource allocation to reduce operational costs. We have refined our staffing models to ensure we have the right people for the needs, without overstaffing. We also found this a great exercise in the division of responsibilities, working closely with the client creates solutions designed to scale with business growth and evolving needs. This ensures that Noon Dalton creates a unique positioning in the market to stand out from competitors.

    Coming soon

    Global business services outsourcing at the right price, in the right place, and with the highest impact. We are the SME’s preferred outsourcing partner.

    Want to learn more about our expertise? Read our comprehensive guide “Betting Big on AI: How Outsourcing AI-related tasks can help businesses gain a competitive advantage”

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    Like to explore more? We’d love to start a conversation.

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    "I've used Noon Dalton since 2014. We started with one simple project, looking to find marketing leads and build lists. Since then, we have grown our team to include support for each function head, ultimately creating back-office support that helps to run the company as a whole. There are very few things in the company that everyone knows about. However, everyone knows how vital our Noon Dalton team is to us. Cross-functionality has been the biggest win for us with our teams. As CEO, I'm like a kid in a candy store - all I have to do is ask 'what can I use Noon Dalton for this time?', and I know they'll give me the best, most efficient, most cost-effective solution."

    David Schnurman, CEO, Lawline