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Traditional thinking has been to make sure that you have as much information as possible available for your customers to find easily, without needing to speak to an actual member of staff. This has led to the creation of long FAQs or searchable knowledge bases to help customers find what they need. But the tide is changing – companies are now increasingly encouraging their customers to ask questions. Why? Because… Read More »

What are you best at? It is a question which many businesses could benefit from posing to themselves. As we know, time is money, so deciding how your workforce spends its time is one of the most important pieces of strategising you will do as a manager. Part of ensuring your team is using their time as wisely as possible can mean cutting out tasks which could be done by… Read More »

There’s no doubt that having their enquiry handled by a ‘real’ person rather than picked up by an answering machine is something that your clients will appreciate. Consider the following points, and ask yourself if your business currently delivers a service that your clients are happy with. If not, you might want to think about hiring a telephone answering service. First impressions Many people simply hang up if their call… Read More »

Nobody ever wants to need the services of a funeral service; it’s something that we turn to after tragedy has struck and we’re at our most vulnerable – which is why it’s so important for funeral services to provide great customer care to anyone who has to get in touch. The customer care offered under these circumstances needs to be tailored; it needs to broach the gap between friendliness and… Read More »

When you outsource your customer service, you want to have peace of mind that the agents speaking to your customers are delivering the highest levels of service possible. At Front Line, we’ve been providing outsourced customer service solutions to a range of businesses for almost 20 years, 365 days of the year 24/7. Below we’ve listed out some of the key ways our staff continually deliver expert service to your… Read More »

Customer service is an area that can make or break a business. Get it right and the word of mouth will work wonders, but get it wrong and you could find yourself on the receiving end of some bad press. It’s easy to be reviewed online now, and people will make their minds up about your business in seconds if those reviews aren’t up to scratch. Some of the most… Read More »

So you’ve contracted out your contact centre functions or first line IT support to an outsourced customer service provider, and you are already starting to see the service and cost efficiency benefits. But how do you ensure that you get the most from the new arrangement? 1. Build a relationship When you hire a specialist provider to take on your telephone answering service, funeral call handling or another element of… Read More »

Running a successful business is all about gaining new sales. This is what builds stronger and larger client bases. However, it’s no good achieving great success with your sales force if you are leaking orders because you are losing existing clients. In fact, losing the opportunity for repeat business in this way is one of the cardinal sins that any business can make. This is where deploying a contact centre,… Read More »

Having compassion is so important when funeral call handling; you want to make the process of arranging a funeral as painless as possible for your customer, and therefore need to show them that you genuinely care about their loss. Nevertheless, after growing accustomed to dealing with a number of grieving people, it’s understandable that being empathetic may not come as easily as it used to. In trying to emotionally detach… Read More »

Consistently delivering excellent customer service is a goal all ambitious and successful businesses aim for. Without customers, there’s no business and with customers having opportunities to amplify positive and negative experiences across social media, there’s never been a more critical time to invest in customer care. There are many benefits of outsourcing your customer care to an end to end department, who work diligently on your behalf to ensure all… Read More »

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