Sometimes things go wrong. It’s a fact of life. But it doesn’t have to be a fact of your customer service. No matter the problem, FM can give you a little burst resource to fill in the gaps until things settle down again.
You just don’t have enough hours in the day or people on your team to handle all the customer queries you’re getting. Or maybe your peak period is coming up and you know that your contact volumes are about to skyrocket. Don’t worry; we’ve been there.
At FM, we have decades of frontline experience, so we know what it feels like to need extra cover right now.
That’s why our planned emergency cover can do two things:
+ Provide temporary labour for as little or as long as you need us.
+ Help you hire extra customer service advisors for your internal team whilst we’re providing support.
The last thing you need when something goes wrong is a huge bill. That’s why we’ll only charge you a small retainer fee to keep our staff up-to-date and fully trained just in case disaster strikes. When you need us, we’ll be ready to answer your customers right away, and we’ll charge per hour, not per head, so you’ll never pay for more than you need.
Our client is a household name in the retail sector, grossing over £1 billion a year. Through their peak period their contact volumes rose from an average of 15,000 a week to 25,000 a week.
We increased full-time equivalent staff from 40 to 80 over the busy period.
Customer satisfaction remained high throughout peak at 3.5 out of 5.
With the extra coverage, our expert team were able to resolve queries 14% faster.
Our contacts per hour rose from 15 to 16, 4 higher than the industry average.
We get it; when you only need emergency cover, you don’t want to outsource your entire customer care operation. Your in-house team are already providing the top-quality service your customers have come to expect. Outsourcing seems risky, especially at a time when your situation is delicate.
But you can rest assured that, with FM Outsource, your customers are going to be cared for. In fact, quality accounts for 50% of our advisors’ performance metrics just to make sure we’re providing the best service possible. We specialise in improving reputation, taking our clients’ reviews and customer sentiment to the next level.
Our client – a household name in the health and beauty sector – reached out to FM Outsource to digitally transform their customer service offering. Within 10 months, we had improved their review score to 4 out of 5 stars. And, in 2021, they were independently ranked as one of the most trusted brands in the world alongside fashion giant Dior.
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.