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.
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.
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.
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.
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.
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.
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.