We’re tech-led, high-quality customer service consultants for some of the UK’s top companies. But we’re not just a contact centre; we’re your partner for growth. We use our decades of expertise to help our clients transform their businesses by boosting efficiency, protecting brand reputation, and providing first-class customer service.
We’re passionate about creating memorable and enjoyable experiences for all customers.
Working together, we’ll recommend the best-blended approach of experienced teams and cutting-edge technology that will suit your customer journey. You’ll always be in safe hands; we have the agility to scale up or down quickly based on the needs of your business.
At FM, we partner with you to find the best solution for your business. We’re driven by your mission.
Unlike other contact centres and BPOs, we don’t charge an hourly rate. We charge a monthly fee based on productivity, so it’s in our interest to resolve your customer enquiries as quickly and efficiently as possible whilst ensuring the best possible resolutions for your customers.
Our partnership with FM Outsource has been strong and successful since day one. We needed an agile outsourcer who could meet our growing customer service needs and FM have more than fit the bill. They’ve ensured that our customers have remained happy, review scores have been consistent,and our reputation is protected. We see our relationship with FM continuing and growing as they continue to support us and offer the flexibility and quality that we need.
– Head of Customer Service, Hotel Chocolat
With an outsourcer, you gain access to hours and days you couldn’t otherwise cover without having to hire and train more staff. We are flexible and agile. With FM, you can pay for burst resource to cover peak times or emergencies or we can act as an overflow when your wait times become too high.
We are experts in customer care and that means using the best technology too. At FM, we developed our own customer communication platform meaning it’s specially optimised for your advisors’ needs. You don’t have to use our tech, we can also integrate with your own systems very easily.
An excellent outsourced contact centre can usually achieve a higher productivity rate than in-house customer care. How? We have the luxury of the best technology, tried-and-tested processes, and a wealth of experience. Customer care is our sole focus, meaning our staff can go above and beyond to provide the best possible customer experience, every time.
There’s no doubt that loss of control is one of the most common complaints when it comes to outsourced customer service. That’s why we created our scorecard system: an online portal that allows us both to see how your team is performing at a glance. Check productivity in real-time. Drill down into individual advisors who may need help. Keep abreast of advisor knowledge. It’s all there at your fingertips, whenever you need it.
If you’re considering offshoring, language can often be a barrier. And even when it’s not, accents and dialects make it difficult for customers and advisors to understand one another. At FM, we’re entirely UK-based and our multilingual teams are ready to serve. However, if offshoring is the best option for you, we will recommend that as part of your solution.
You may think “no one can train our staff like we can”, and you’d be right! That’s why, at FM, our training process is informed by you. Our clients regularly visit our offices and vice versa so our advisors can get to know their brand intimately. And our Quality Assessment includes a weekly product knowledge quiz so we can keep our advisors on top form for your customers.
Want to chat today? Call us on 0808 164 1406.
Or you can fill in our contact form and we’ll get back to you asap.
