Choosing the right outsourcer for your customer care is vital. At FM, we’re experts. We do more than inbound customer service; we can help with every area of your contact centre. Whether you want to level up your technology, acquire cover for your busy periods, or need dedicated customer support, we’re here to help.
When you’re looking for a top-class customer service team, you don’t want their attention to be divided. We’ll hire and train a team that works exclusively for your brand and will consider themselves a part of your business as much as ours.
From training informed by your processes to decorating the office in your style, our team will live and breathe your brand. You’ll get to know them personally with on-site team days at our offices and yours. And can check in on how they’re doing through our bespoke scorecards, feeding back anything want to your Customer Success Manager.
Our team is your team.
Our partnership with FM Outsource has been strong and successful since day one. We needed an agile outsourcer who could meet our growing customer service needs and FM have more than fit the bill. They’ve ensured that our customers have remained happy, review scores have been consistent, and our reputation is protected. We see our relationship with FM continuing and growing as they continue to support us and offer the flexibility and quality that we need.
Our clients are often concerned that outsourcing will damage their customers’ experience. But we’re quality-focused and passionate about providing your customers exceptional service, every time. With an average review score of 4 out of 5 stars across all our clients, and a 100% quality assessment pass rate last 12 months, you know you’re in safe hands.
Our advisers are experts in your brand. They will receive bespoke training informed by your own processes and take weekly quizzes to make sure they’re always up to date on new products, recalls, and procedures.
For our Dedicated tier clients, we can also provide Brand Ambassador advisors. They’re your brand’s cheerleaders and will know your products inside and out to help instil that knowledge in the rest of the team.
Using the right software can transform a contact centre. Technology that helps you automate, increase efficiency, and remove pain points for your advisors is vital.
That’s why we’ll integrate any platform you’re happy using. With over a decade of experience in the industry, we’ve used them all!
And, if you’re not satisfied with your current provider, our sister company, Gnatta, built a bespoke communications platform that we can get you set up within minutes.
On our Dedicated tier, you’ll have the support of an Account Manager and a Customer Success Manager. Your Customer Success Manager sits alongside your advisor team, keeping an eye on your operation so everything runs smoothly.
Your Account Manager will keep you in the loop on the financial side of things, making sure you never pay for more than you need.
Ultimately, it all comes down to cost. You have a finance team to keep happy and you don’t want an outsourcing solution to break the bank.
That’s why we endeavour to keep our costs as low as possible.
There are no extra charges at weekends or evenings, no hidden costs for using extra channels, and a 24/7 real-time reporting suite as standard.
We charge per hour, not per contact. That means that, ultimately, we can save you money. Last year, we saved one of our household name clients £200k by boosting quality and efficiency.
At FM, we do more than just inbound customer service. We can offer you a range of extra services, both as a one-off or as a part of your ongoing solution.
We offer:
And you’re not tied into a contract; pick up and put down whatever extras you want, when you want.