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

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.

Woman reading news from phone

Delve into our latest news

Air Traffic Control UK

ATC failure highlights why disaster recovery plans for customer service are critical

The air traffic control failures on Bank Holiday Monday highlighted why a disaster recovery plan for customer service is integral to maintaining brand reputation and customer retention.

Imagine this: you’re all set for a long-awaited Bank Holiday escape. The bags are packed, the excitement is palpable, and the adventure awaits. Now, let’s insert a dose of reality: a staggering 27% of flights…

Are Customer Service Teams Ready to Shine This Golden Quarter?

Is your business prepared for the inevitable Black Friday and Christmas rush? Our latest report suggests that not enough brands are prioritising customer service.

Air Traffic Control UK

ATC failure highlights why disaster recovery plans for customer service are critical

The air traffic control failures on Bank Holiday Monday highlighted why a disaster recovery plan for customer service is integral to maintaining brand reputation and

Daily Express feature: FM’s CCO on long wait times

FM Outsource were proud to see their very own Martin Brown featured in the Daily Express’ front page article investigating call-handling times.

Personalised customer service

Why are small businesses missing the boat on personalised CX?

Our latest research shows that less than half of consumers believe that small businesses offer a more personalised customer experience.

Small business owner

Small Business Customer Service in 2023: A Missed Opportunity?

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