Australia’s most trusted outsourced call centre
FMG is Australia’s most trusted call centre providing inbound and outbound customer support services that deliver exceptional customer experiences.
We support customer service teams by providing a seamless, reliable and scalable customer support team to give you the extra resources when you need it most.
Our Australian-based call centre agents are experts at building rapport and delivering exceptional customer experiences.
Each week we respond to thousands of customer queries quickly and efficiently, ensuring your customers get what they want, when they need it, stay loyal and become your best sale team.
Our call centre agents provide remarkable customer service and strengthen your brand with every conversation.
FMG can save you time and money by providing an on-demand, scalable solution to meet the changing needs of your business.
Outsourcing your customer service to FMG ensures wait times are minimised and service standards maintained, even during periods of high demand.
Our robust infrastructure and technology provides transparent reporting so you can be confident that your customers are getting the best experience.
Australian Outsourced Customer Service Solution
Our call centre agents are Australia’s best conversationalists, where quality conversations deliver lasting success.
Our agents are professional, mature and experienced. We have created a stable, high-performing team giving our clients the confidence we can deliver consistent results over the long term.
Our proven sales approach and robust systems have established us as the highest quality outsourced customer service call centre in Australia.
Your Outsourced Customer Service Partner
FMG makes outsourcing easy. With our focus on building long term partnerships, we provide full disclosure and transparency.
We encourage our clients to meet with us regularly and develop relationships with their agents to create a seamless integration. This can be done by phone, web conferencing or in-person where possible.
FMG is proud to represent some of Australia’s best-known brands and deliver sustainable strategies that allow them to Find, Connect, Convert and Service their prospective, current and past customers.
Benefits of our Customer Service
Account
Enquiries
Sales &
Payments
Helpline &
Support
Answering
Services
Why businesses partner with FMG
Our Managing Director, Richard Forrest, explains why our clients chose to partner with FMG.
“Clients chose us because of our values, culture and staff.”
Customer Service results measure ROI
Watch how our online client portal makes it easy for you to track activity and monitor results so you can easily calculate your return on investment.
“FMG’s client portal gives you access to live updates and reporting, providing key metrics to measure results.”
Outsourced Customer Service Success
Read our Outsourced Customer Service case study and learn how we help Volkswagon Financial Services handle overflow calls, respond to customer enquiries and complete customer service tasks to maintain their service delivery promise.
“We have been very happy with the professionalism and flexibility that FMG has provided. As a result, we have recently engaged them to work with us for another term. ”
Customer Service: How to get started
Your Account Manager will work with you to:
- Design the strategy to ensure it will best meet your objectives
- Establish campaign targets and service level agreements
- Setup inbound phone lines, call routing, messages on hold and voicemail messages
- Brief our operations team
- Train our customer service agents on your products, systems and solutions
- Develop scripts, including likely questions, objections and responses
- Map an escalation process
- Create your campaign reporting
Customer Contact Generates Results
“We needed to work with someone our prospects were going to trust right from when they take the first phone call.”
Watch our client Videos
Our clients chose FMG because we are conversational experts. They stay with us because we deliver exceptional results.
Each week we handle thousands of inbound and outbound phone calls, responding to customer enquiries, building brand awareness and uncovering sales opportunities.
“Partnering with FMG meant we could really drive our business as we had the right people doing the right things.”
“It’s reassuring for me to know if I am busy, there is someone else working on keeping our sales pipeline full.”
“With FMG you get a professional product and you get it all the time.”
“The results that FMG get are easily the best that we have ever seen.”
Customer Service Supporting Sales & Marketing
FMG partner with Sales and Marketing Teams, expanding their resources and strengthening their initiatives. We provide a full range of inbound and outbound call centre services to help you achieve your service and growth targets.
Extending Sales Teams
Our agents can work as your complete outsourced sales department or expand your sales team when you require additional resources or expertise.
Supporting Marketing Teams
We support your marketing initiatives by delivering the right message at the right time to your customer database. Representing some of Australia’s best-known brands, our call centre agents are highly skilled and trained to promote your brand and deliver exceptional customer service.
Our Clients’ Results
Read our Case Studies to learn how we can support your business growth.
Our proven approach delivers exceptional results and helps our clients achieve their sales and marketing targets.