Welcome to the FM library, your hub for our latest industry articles, customer service news, and useful guides and resources. Find the information that matters to you.
Our ‘Make Every Conversation Count’ report outlines our new research into the importance of a good customer service journey.
We discovered what customers expect from brands, what they value in their interactions and what impact bad customer service can have on that relationship.
At this time of digital transformation 24/7 customer service accessibility is essential. Your customer care team needs to be available at all times, whenever your customers want them.
When you operate globally, your customers have the right to receive assistance in the language they purchased in – this is one reason why multilingual customer service is so important! Discover the rest.
There are many myths surrounding outsourcing customer service that are far from true if the right outsourcer is used. This blog will debunk some of the most common outsourcing misconceptions.
Our client reached out to FM Outsource to digitally transform their customer service offering. Within 10 months, we had improved their review score to 4 out of 5 stars and saw them sitting alongside fashion giant Dior.
Have you ever compared the cost of running an in-house team against an outsourced customer care provider? We’ve done all the maths in this detailed cost analysis, demonstrating exactly how and why it’s cheaper to outsource.
Our sister company, Gnatta, has recently released a client case study exploring how the use of social media quick replies could improve operator efficiency and cut operational costs.
As a brand, Hotel Chocolat have always found outsourcing essential to their operations as it offers them much-needed flexibility. Plus, they have found that when partnering with FM, the expanded teams feel like just another part of the Hotel Chocolat business.
FM Outsource is celebrating 10 years in business, following a sustained period of growth!
Over the past three years, we’ve seen revenue soar by 67%, due to our work supporting major household names including Hotel Chocolat, FedEx, Pret A Manger, and Superdrug.
Superdrug, with a Trustscore of 4.4, was ranked number 1 in the health and beauty sector. They were also ranked number 2 across every industry alongside fashion brand Dior, who also had a Trustscore of 4.4.
As a brand, Hotel Chocolat have always found outsourcing essential to their operations as it offers them much-needed flexibility. Plus, they have found that when partnering with FM, the expanded teams feel like just another part of the Hotel Chocolat business.
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