Inbound customer service agent smiling at his screen.

Inbound customer service.

We build professional, scalable inbound customer service outsourcing teams to support your internal processes and deliver the quality your customers expect.

What is inbound customer service?

Inbound customer service is generally defined as a call centre or customer care centre that deals specifically with inbound enquiries. For instance, a customer contacts a brand to ask about a refund or return. Traditionally, an inbound customer service centre would be set up to deal with calls, but as brands have shifted toward digitalisation and transformation, customer service agents are expected to handle enquiries from multiple channels, including email, live chat and social media.

Whilst many brands and businesses engage in customer service, very few understand it as an extension of the customer journey and a key tool in building a successful, customer-friendly brand.

Supporting your inbound customer service at scale.

At FM Outsource, we are the experts at delivering quality inbound customer service outsourcing for a variety of industries and scenarios. We help businesses to overcome customer service challenges and build better connections with their customers. Our diverse, professional teams are highly-trained to adapt to any brand and give them a voice.

Our highly-trained customer service consultants deploy people where they’re needed, when they’re needed most. So no matter if you need inbound customer service agents to cover an overnight shift, support your teams during peak periods, or simply be your customer service support, we have the people, the processes, and the technology in place to make it happen quickly. Our sole focus is on delivering quality inbound customer service outsourcing that powers your operations. And, with fixed hourly rates, you get a better, more cost-efficient service.

Inbound customer service coverage icon.

Full customer service coverage on any platform.

Icon showing a female inbound customer service agent.

Professional, organised teams hand-picked by our experts.

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Scalable support to suit your requirements.

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No shrinkage costs for a more cost-efficient solution.

Faster response times and better service, on any channel.

We deploy a variety of inbound customer service channels according to your requirements, using our experience and knowledge to quickly plug gaps that your business may be missing. So, no matter how your customers prefer to get in touch with your brand, we’ll be there to help them.

Our advanced inbound customer service outsourcing teams are experts at responding via phone, webchat, email, social media, WhatsApp, and more. We use integrated technology to ensure all communications are monitored and aggregated into your CRM or sales funnel, allowing you to see us in action, in real-time.

Our consultants work with your business to create a bespoke package that offers flexibility and efficiency across the board, so you’re only paying for the channels you want, and receiving exemplary service 24/7.

Cost per hour customer care.

Fixed hourly rates to meet your outsourcing requirements – so you can help more customers for less.

We pride ourselves on being flexible and adaptable to any situation, ensuring you always get the best customer care regardless of your budget. Our cost per hour model has a range of benefits:

  • You only pay for the time your team is working
  • Never pay for shrinkage
  • More contact resolutions per hour
  • Less cost per interaction

Personnel that reflect the voice of your brand.

At FM Outsource, we invest heavily in our people to ensure they’re the very best at what they do. Not only are they fully trained customer service operatives, equipped to deal with any situation, they also receive extensive brand training so your customers get the full brand experience, no matter how they get in touch.

We’ve perfected the ‘lift and shift’ of moving a customer care team, and we understand larger organisations have a larger range of requirements. Our transition schedules adjust accordingly, with access to on-site training days and technical support to ensure a smooth start.

Feedback and reporting from day one.

Providing everything from day-to-day thermometer checks through to management insights and regular business reviews, our analytical brains have a host of reports ready to share. What’s more, you’ll have access to that analytical resource to compose reports that fit bespoke requirements when you need it.

Similarly, our state-of-the-art technology is designed to integrate seamlessly into your internal setup, ensuring a smooth transition and zero downtime. From introducing new channels to feeding customer enquiries into your sales funnel, we have everything covered.

Experienced consultants in any sector.

Our experts are adept at creating efficient, effective inbound customer service strategies across a range of industries. So, no matter who you are or how you service your customers, we can help you build more streamlined customer care processes.

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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