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If your company receives customer phone calls, there is one vital element that can never go amiss; listening. Whether the customer has a question, a complaint, or a problem, they are going to need to speak with someone who displays excellent listening skills. Listening to customer needs builds trust, encourages reassurance and shows your company is understanding and compassionate. But it can seem quite difficult to display that you’re listening,… Read More »

Depending on the type of business you run it could be vital to its success that you provide a customer service team that can be contacted out of hours. With Frontline we offer call centre packages that operate 24 hours a day, 7-days a week, acting as an extension of your daytime service so that you never miss out on potential customers. Our service includes: Working to developed and agreed… Read More »

In the digital age, many people may assume customer phone calls and call centres are outdated. But actually, phone calls are one of the best ways to deliver customer service, and most customers prefer it. Phone calls offer something that fancy websites, and elaborate emails simply don’t. Here are just three reasons why phone calls are still considered a top way to get your customer service perfect. 1. People trust… Read More »

Working at a telephone answering service can be difficult at times as there is no face-to-face interaction and people can be hard to read when having only a voice to go on. For a person to contact a telephone answering service, however, he or she is most likely experiencing some kind of problem. With some individuals being more emotional than others, it’s a good idea to know how to diffuse… Read More »

Today’s increased expectation of speaking directly with someone has caused customers to avoid leaving voicemails. They would rather call the next available business until someone answers the phone. The potentially frantic urgency that people can experience when they need to speak with a funeral service sends all remaining patience out the window. 24/7 phone support An answering service ensures that the phones are answered all times of the day and… Read More »

In any business, customers are key. Understanding who they are and what they need is vital to ensuring you provide excellent service. But how exactly can you understand your customers? Here are just three ways: 1. Listen It really is that simple. People like to be heard, be it when they are voicing an opinion, making a complaint or simply asking a question. Listening carefully is the first way to… Read More »

There are few industries that the internet has not impacted. Which means times are changing when it comes to how businesses offer customer support. No longer just a telephone answering service, a modern contact centre covers the full range of customer service and outreach. Social media gives customers the opportunity to make a comment at any time of day or night. This can be difficult for small businesses and operations… Read More »

While it may sound somewhat cliched, team bonding sessions are extremely important for employees working in contact centres. Spending most of the day working directly with customers can often leave little time for relationships between team members to develop. However, it has long been known that teams with close working relationships are happier and more productive, even at times when they aren’t working directly with their team members. Here are… Read More »

Recording calls within your call or contact centre can be a difficult task which utilises resources, but have you ever tried to fully understand why it is done? For any business that is centred around telephone answering services, the benefits of monitoring phone calls far exceed the time and resources spent on recording. Our experts discuss a few reasons why call recording is necessary in your contact centre: 1. Improve… Read More »

Part of the role of any telephone answering service can be to deal with complaints. A previous blog: Tips for Dealing with an Angry Person, talks about the behavior side of such situations. Of course, this is vital, especially when dealing with services, funeral call handling would be a prime example, where emotions are often running high. However, many businesses – and some individuals within them – still have a… Read More »