THG Orbit is a Manchester-based BPO delivering next-generation customer experience for global brands. With 20 years of CS expertise, 400+ professionals across 5 locations, and award-winning AI innovation, we don't just support your customers — we elevate your brand. A true partner, not just a provider.

THG Orbit was born from real-world brand building. As part of THG — the group behind some of the world’s fastest-growing ecommerce brands — we developed our customer experience operation from the inside out. That means everything we offer has been battle-tested in live, high-volume retail environments before it ever reaches a client.

We provide end-to-end CX outsourcing across the full customer journey: from proactive support and pre-sales advice, through to complex escalations, customer relations, and service optimisation. Our teams are brand-trained to sound like you, not us — with real-time dashboards, SLA-driven performance, and CSAT targets baked into every engagement from day one.

Our platform, Orbit, is fully omnichannel and AI-powered. We embed automation at every layer — containment bots that resolve queries before they reach an agent, AI-assisted responses that mirror your brand’s tone, and GenAI quality coaching that drives continuous improvement across the team. The result: a 35%+ containment rate, reduced handle times, and 100% of conversations scored for quality.

We operate across 5 global locations, support 30+ native languages, and are available 24/7. We’ve held CSE accreditation for 6 years running and are recognised by the CCMA for Most Effective Way of Working and Best Apprenticeship Programme — independently benchmarked, not self-reported.

Our case studies speak for themselves. For Cult Beauty, contact rates dropped from 37% to under 10%, Trustpilot reviews grew from 7k to 84k, and agent performance improved by 35%. For a multibrand fashion client, we scaled volume by 32% year-on-year with zero additional recruitment or management costs.

If you’re looking for a CX partner that understands what it takes to build a brand — not just handle tickets — talk to THG Orbit.

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.