Outsourced contact centres for the retail industry.

In a competitive retail environment, customer service matters. Our bespoke contact centres for the retail industry seamlessly integrate with your business, providing quality, professional support where it’s needed most.

Martin Brown, of FMO contact center for retail industry, in front of a Superdrug sign.
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Connect with your customers the right way.

At FM Outsource, we know that connecting with your customers is at the heart of great service – helping to solve problems, advise on solutions and build better brand devotion. But we also know that getting the right contact centre for the retail industry can be difficult, which is why we invest in the tools, the technology, and the people to help you deliver quality through any customer service channel. Our retail call centre outsourcing will streamline your service and connect with your customers in the right way.

Our entirely UK-based contact centre for the retail industry brings intelligence and agility to your retail brand, with years of experience and state-of-the-art solutions to create more streamlined customer journeys and resolve issues faster. Whether it’s implementing new channels, scaling a team with your business’ growth or simply assisting your internal teams during peak periods, we’re always on-hand to help you control your customer service and keep your business cost-efficient.

Your challenges, our solutions.

With 24/7 support from a dedicated contact centre for the retail industry, we prepare your business to face any challenge. Our emphasis on quality and care ensures that your customers always have a good experience, and our range of channels ensure that no matter who they are or where they are, we can speak to them.

We don’t use offshore agents, so you can guarantee your customers are connecting with UK agents who understand their needs. And for international brands who need multilingual provisions, we have a selection of native-level customer service experts that can deliver top-quality services in any language.

Making customer service outsourcing work for your business

With our highly-trained team of customer service professionals, you can deliver a more seamless, We work with retailers of all shapes and sizes to deliver effective changes in the way they handle customer contacts. FM Outsource’s consultants have a proven track record of helping brands across the spectrum, whether they’re traditional brick-and-mortar brands, e-commerce giants or supermarkets.

We understand that each retailer faces a unique challenge depending on its service and sector. Work with us to solve yours, today!

Why are contact centres important for the retail industry?

With competition so fierce in the retail space, retention is more important than ever. This means building relationships with your customers is paramount to continued success. Whether it’s resolving complaints, encouraging sales, or simply assisting with a purchase query, the evidence proves that your customers want to be taken care of, every step of the way.

Great customer service for retailers leads to more brand love, which leads to greater retention and sales. It’s that simple.

Take control of your customer service.

90% first-time resolution rate

90% first-time resolution rate.

£1.08 cost per interaction

£1.28 cost per interaction, with avg. 15 contacts per hour.

Integration with your CRM

Integration with your CRM and stock management system.

Set-up and go in weeks

Set-up and go in weeks to assist with peak times.

Support in any language

24/7, 365 day a year expert support in any language.

Improving brand reputation for our clients.

FM Outsource does more than provide contact centres for the retail industry. We always go the extra mile.

Our client – a household name in the health and beauty sector – reached out to FM Outsource to digitally transform their retail customer service offering. Within 10 months, we had improved their review score to 4 out of 5 stars. In 2021, they were independently ranked as one of the most trusted brands in the world alongside fashion giant Dior.

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At FM Outsource, we are experts in
the entire customer service journey.

People

People

We understand that, in essence, customer service is about relationships and building connections with people. We invest heavily in our agents – both time and capital – to ensure they are the best in the business. 

We will never know your customers as well as you do, but we know how to deliver the exceptional customer services that they want!

Process

Process

Our tried-and-tested approach to customer service ensures that each step of the journey is considered and accounted for. Our consultants and customer service teams are always on-hand to advise, helping to create a more streamlined experience – not just for your business, but for your customers.

Technology

Technology

We offer a future-proofed solution that uses the latest technology to ensure quality and efficiency across the board. Whether it’s providing omnichannel solutions to digitally transform your offering, or creating a seamless pathway through your CRM or sales funnel, we know how to make technology work for your business.

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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