Mystery shopper report, 2022.

Customer service has come a long way from traditional call centres. Today, consumers want to contact brands through a variety of channels. But are companies truly maximising the technology available to them in order to deliver an outstanding customer experience?

At FM Outsource, we conducted an in-depth mystery shopping exercise to identify the exciting, missed opportunities brands should be tapping into if they want to take their customer service to another level. We surveyed a number of top brands, across a variety of sectors, to gauge the temperature of customer service as it exists today.

And the results are thoroughly intriguing.

4 out of 5
brick & mortar brands provide a CS email address

The average telephone response time for supermarkets was
4.5 mins

of e-tailers had webchat availability

Less than
of brands offer SMS/Whatsapp

Save money with customer service outsourcing.

In a world of tighter budgets and multiple options, it can be difficult to know exactly where best to spend your money. In our cost analysis, we break down how much an insourced agent actually costs you and, more importantly, how much you’ll save by outsourcing.

And our entirely UK-based teams can actually help improve your customer experience at the same time. So we’ve included some client case studies showing you how we achieve this.

Insourcing vs outsourcing cost analysis download

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Get in touch.

If you’re ready to elevate your customer service to provide a better experience, speak to our UK-based experts today. We’re on hand to help you find the best solution for your requirements.

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