Our Services

Customer Service

We understand that managing the customer relationship is the key to keeping customers happy, retaining them and maximising their lifetime value.

 

As part of our B2B customer service offering, our team can act as an extension of your team and can be fully trained on your products, services and systems. Whether it is a short-term requirement like a product recall or financial statement requests at certain times of year, or ongoing support to your customer service team, we can help.

 

Overflow calls or dedicated inbound lines can be diverted to our team in Sydney, so that customer calls are answered quickly and seamlessly. Customer wait times are minimised, maintaining your customer service standards even during periods of high demand.

Build
relationships

It is important that every single communication with clients is consistent and supports your brand. Our team acts as an extension of your internal customer service team and we enhance your reputation and deliver a positive experience with every conversation we have.

Maintain
customer service standards

Customers often need simple information about their account or order, but are often faced with long call queue times. This can quickly add to any dissatisfaction they may be feeling. We can take overflow calls or calls from dedicated inbound lines to minimise wait times and maintain your customer service standards.

Save time
and money

Outsourcing certain areas of your customer service function can save you time and money. Our team can easily manage customer requests for statements or other financial documents, product recall notification calls, or inbound lines to answer customer questions.

Customise
campaigns

Every campaign we work on is unique and will require a different approach. With each campaign we can tailor every aspect – from inbound or outbound through to the number of hours we work and which agents we select for your campaign. We can use our custom-built systems to manage campaigns, use yours or integrate the two.

Gain complete
transparency

We know that people are often unsure about outsourcing, so we provide access to a client portal that provides live reporting on every call. So whether we are using your system or ours, you have complete visibility. We can record calls if you need us to do so.

Ensure
quality

Our quality control process is built into every campaign we run and this is one of the features of working with FMG that sets us apart. We can record calls if you need us to do so.

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Download Our Lead Generation Timeline

When considering outsourcing lead generation many are unsure what to expect, and how long it will take to generate results. So we have put together our lead generation timeline - showing what to expect month by month from your lead generation campaign when working with FMG.

Testimonials

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EL Blue


Greg Puttick General Manager

EL Blue explains why they, decided to outsource their outbound lead generation and what the results have been.

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Grays Online


JOSH SANDERS General Manager NSW Industrial

Graysonline explains that by outsourcing lead generation they now have their sale people meeting qualified prospects and selling more often.

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Jayex Healthcare


Michelle O’Brien Regional Manager

Jayex explains their experience with outsourcing their lead generation to Forrest Marketing Group.

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GSPM


Bill Alexiou-Hucker Director

GPSM explain why they outsourced their outbound lead generation and what the results have been.

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Genesis Instore Marketing


Andrew Mansfield

Gensis explain why they looked to outsourcing lead generation and why they chose to partner with FMG.

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