“Managing customer relationships is key to keeping customers happy. Therefore retaining them, and maximising their lifetime value.”
How outsourcing your telephone customer service can help
Our call centre agents operate as an extension of your customer service team. Fully trained on your products, services and systems we provide a seamless customer experience. So whether you have a short-term requirement or you need ongoing support for your internal customer service team, we can help.
Whether you have a short-term need or require a long-term partner FMG are the answer
Our Sydney based team can take overflow calls at busy times. Alternatively dedicated inbound lines can be diverted to us. Partnering with FMG ensures your customers’ calls are answered quickly and seamlessly. Wait times are minimised and service standards maintained, even during periods of high demand.
Our call centre agents provide remarkable customer service. Strengthening your brand with every conversation they have. We provide an efficient, personalised response to every telephone enquiry. Most importantly we enhance the overall customer experience.
A caller’s first impression of your company is formed based how well that first call is handled. Likewise a positive last impression counts. Hence the entire customer journey matters. Outsourcing to FMG means you will be providing your prospects and clients with exceptional customer service.
We represent some of Australia’s best-known brands. Our clients choose us because we’re experts at creating engaging and effective customer experiences. They stay with us because we deliver exceptional results.
Save Time and Money
Outsourcing areas of your customer service function will save time and money. We operate as a seamless extension of your internal customer service team. Our expert team can manage customer requests for statements or other documents. They can also take product recall notification calls. Likewise they can answer general customer queries and escalate if required. Partnering with FMG ensures every call is answered quickly and competently.
Maintain Customer Service Standards
Customers often need simple information about a product or service, their account or an order. However, often they can be faced with long call queue times. This waiting can quickly add to any dissatisfaction they may be feeling. Let us answer overflow calls or divert calls from dedicated inbound lines. Therefore minimising wait times and maintaining your customer service standards.
Customer Service: How to get started
Your Account Manager will guide you through the design and setup of your campaign, including:
- Designing the strategy after assessing your needs to ensure it will best meet your objectives. Whether it is a short-term project to meet a specific need, or a long-term partnership to ensure minimum customer service standards are met.
- Setting campaign targets and service levels
- Training our call centre agents on your systems. Providing a seamless experience for the customer
- Training our call centre agents on your products and services. Including likely questions they will receive and the correct responses
- Decide on an escalation process and when to pass calls back to you
- Briefing meetings with the operations team
- Campaign tracking and reporting through our online portal
Get In Touch
Make an Enquiry
Tell us a bit about what you are looking for and we'll be in touch right away.
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.
Achieve Your Sales & Marketing Targets
Our clients range from large to small, across all industries. Our proven approach ensures we deliver exceptional results.
Read our case studies to learn how we could help achieve your sales and marketing targets.
Partner with Australia's best Contact Centre
We know every business requires a different approach. Our client partnerships give us insights to tailor winning strategies that deliver results.
Don’t just take our word for it – hear the success stories from others who have chosen to partner with Forrest Marketing Group to service their customers and win more business.
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EL Blue"The results that FMG get are easily the best that we have ever seen." |
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Grays Online"Partnering with FMG meant we could really drive our business as we had the right people doing the right things." |
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Jayex Healthcare"We needed to work with someone our prospects were going to trust right from when they take the first phone call." |
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GPSM"With Forrest Marketing Group you get a professional product and you get it all the time." |
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Genesis Instore Marketing"It's reassuring for me to know if I am busy, there is someone else working on keeping our sales pipeline full." |