Customer Service

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.