Customer Service Outsourcing Done Differently
Ready to take your customer service to the next level?
Our Customer Service Outsourcing Solutions
At FM Outsource, we know that when it comes to customer service outsourcing, there is no ‘one size fits all’ solution. Which is why we offer a variety of customer service options to help businesses meet their goals.
Full service customer support
A holistic approach to customer service outsourcing. We're well equipped to transition your existing operation, whether it's in-house or with another provider, to our teams with a seamless customer experience.
Partial Customer Support
We know that customer service outsourcing isn't all or nothing. That’s why we provide a top-up support service that works alongside your existing customer service team. Out-of-hours, social media queries or overflow are all part and parcel of what we do.
Customer Service Consultancy
If you need expertise without the resource, we can be hired independently to help you improve an existing team with customer service consultancy. The most senior and experienced members of our management team will be on hand to share ideas and advice no matter the challenge.
Regardless of what customer service outsourcing solution you require, we guarantee results:
Contact Per Hour
Cost Per Contact
A Trusted Customer Service Partner
At FM Outsource, we're proud to work with some of the biggest brands in the retail industry – delivering the savings and service quality that makes the difference. Check out what some of them have to say about us:
Giving our customers excellent service is paramount in stores and our after care needs to reflect these high standards. We are confident that our new partnership will use the latest technology to ensure that customers continue to receive the best possible service.
Gemma Mason | Superdrug
Given the continued success of our Marketzone websites, we realised that we needed to enhance the Customer Service offer to our customers. After reviewing the products and companies in the market, we felt FM Outsource offered the most cost effective solution. They understood both our industry and issues, so hit the ground running once appointed.
Ryan Norris | iForce
Partnering with an outsourced customer service team is a hard choice to make, however we feel confident we've made the right one. FMO's expertise and professionalism have exceeded our expectations. We are excited to see what the new partnership will bring, not just for the business but most importantly for our customers.
Fiona Abrams | Brayola
Considerations for Customer Service Outsourcing
Despite the numerous benefits of customer service outsourcing, there are some key concerns that will need careful handling to protect your business:
- Brand Understanding – Another company cannot know and love your brand like you do. They might get very close, but it’ll take investment on both parts to enable a successful transfer of brand knowledge into your outsourced team. This process needs to be very carefully managed to ensure the end result remains true to who you are whilst ensuring top-quality service from your customer service outsource partner.
- Managing Your Agents – Depending on the provider, it might feel like you’re not directly in control of your customer service team. And to a certain extent, this is true – you don’t hold the employment contracts. Instead, you have a service contract. So you have to let your outsourcer look after your staff whilst you monitor overall performance. Choosing an outsourcer with good staff incentive and care schemes is the best way to ensure you have a happy team.
- Contract Length – Most customer service outsourcing teams require long contracts – usually at least 12 months, but very often 2 years for larger operations. This makes it difficult to exit early unless performance is very poor. Not all providers are this stringent, but it is fairly prevalent in the industry and something to consider when you weigh up your options.