What We Do

What We Do

What do we do?

What is customer service outsourcing and how does it work?

About us

Our journey, our values, and some of our key people.

Contact us Call us on 0808 164 1406
Solutions

Solutions for…

Unpredictable busy periods

For small and medium businesses that can’t be sure when a customer might contact you.

Predictable busy periods

For businesses of all sizes that only need a little extra coverage over certain parts of the day.

Dedicated customer support

For larger businesses that want all the security and peace of mind that comes from a dedicated CS team.

Contact us Call us on 0808 164 1406
Services

Services

Inbound customer service

We’ll answer your customer calls and messages on any channel, 24/7 for as little as £35 a month.

Outbound customer service

We can reach out to your current customers to improve retention or generate quality lead lists to boost sales.

Consultancy

Our expert consultants will sit within your team to suggest changes that help you reach your business goals.

Emergency cover

Our emergency cover gives you peace of mind knowing that you’ll always be covered, no matter how busy you are.

Quality Assurance

We’ll help you set up an effective quality assurance process that ensures your advisors are always on point.

Recruitment & training

Remove the stress of recruitment and training by outsourcing it to a brand with over a decade of experience in the industry.

Technology

Use a powerful tool that centralises everything for your advisors, all channels, notes, and apps on one screen.

Contact us Call us on 0808 164 1406
Sectors

Sectors

Utilities

Public Sector

Retail

Finance

Logistics

Insurance

Hospitality

Contact us Call us on 0808 164 1406
Pricing
Insights

Insights

News & Updates

Explore the latest news from across the customer service industry. Or catch up on all things FM Outsource, including new partnerships, business growth and appointments.

Guides & Reports

Our customer service reports and guides are packed full of industry insights designed to help you grow your customer care offering and excel in your field.

Blogs & Resources

Check out our blogs and insights into the customer service industry. Find advice, simple guides, and opinion pieces on all things customer care.

Contact us Call us on 0808 164 1406
Careers
Contact Us

Explore our insights and news

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.

Latest Blogs

Thinking about an effective outbound calling strategy

An Effective Outbound Calling Strategy: Saving Money and Building Loyalty [Infographic]

While most businesses focus their efforts on inbound customer service, it’s equally crucial to recognize the significance of outbound call centres and the strategies that

Excellent Customer Service is Crucial for Small Businesses

The high street isn’t dead – but providing great customer service will be critical to its future, especially for smaller businesses.

The Power of Burst Resource for Utilities Customer Service Teams

With burst resource for customer service, you can effectively meet demand when contact volumes suddenly rise whilst maintaining customer satisfaction. Find out how.

A Guide to 24/7 Customer Care

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

Why You Should Use Multilingual Customer Service Outsourcing

When you operate globally, your customers have the right to receive assistance in the language they purchased in – this is one reason why multilingual

All Blogs & Insights

Latest Guides

Preparing for the unexpected: Is your customer service ready for busy times?

Our survey reports on large businesses’ struggles and successes with scaling their customer service for busy times.

The State of Customer Service

We interviewed 1,000 people to find out why customer service really matters and what consumers really want from it.

Case Study: Hotel Chocolat

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

Improving Brand Reputation for Our Clients

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

Mystery Shop: Uncovering The Best Brands for Customer Service

The cost-of-living crisis means small businesses are facing a challenging time like no other. But our latest research shows the disparity between what customers want

All Guides & Reports