Customer Experience Insights

You’ve realised there’s demand for your company to be present in a new country; but what do you need to consider before making the move? Of course, it’s important to make sure the move remains profitable for your business. To do this, you need to plan for the factors that can affect customer service as you expand.

Before you start your transformation, ensure that you have built a stable and level three-legged stool based upon people, process, and technology.

Covid-19 is changing the rules for businesses over the next few months. FM Outsource are determined to do our bit to keep our employees safe, whilst supporting any business that needs help handling their customer communication.

Let’s face it, sometimes customer service centres can feel a little jaded. Whatever industry, business, or even the call centre software used; the routine of managing customer queries can become just that, a routine. Here at FM Outsource we work hard to ensure we avoid becoming stale, by undergoing a strategy of continuous transformation. To help, we’ve listed our top 5 tips to get you going.

In today’s video we’re going to be discussing review management. Did you know that 92% of people read reviews before they make a purchasing decision, and 80% of people trust reviews just as much as a personal recommendation? Now, this is why it’s essential for your business to manage and improve your reviews.

Deciding on the best way to measure your CS performance can be tricky. You need to understand what your customers care most about. Is it a speedy and efficient answer, or a high -quality response with a personal feel? Quality and speed are often seen as opposing forces – it can be tricky to prioritise just one; that’s why finding a balance between the two is important.

Keeping track of absenteeism and lateness can become a huge task as your team scales. We've created a way to track it automatically using Workplace and Gnatta, giving our supervisors more time to actively support their team.