Blog

If you are the customer of a company and you have an important query or complaint, it can be incredibly frustrating to pick up the phone and find out that they are not open at the time you are calling. Whether this is early in a weekday evening, or at the weekend, it might be the only time that a customer has spare to call. As a company, this can… Read More »

Frontline Communications Group based in Cosham in Portsmouth has launched a search for 20 new call handlers after winning a contract from an Irish company which specialises in providing reactive maintenance to the property sector. Frontline which provides outsourced customer services to companies and institutions all over the World, faced stiff competition from a number of companies in Europe in their bid for the contract. David Jones, Frontline’s managing director… Read More »

In an emergency situation, or where your company is receiving a higher volume of calls than usual, it is imperative that you are on the front foot and know exactly how to deal with the situation effectively. At Frontline we have extensive experience in assisting companies in dealing with these situations, with a tried-and-tested call escalation system. How our call escalation system works is that it allows us to prioritize… Read More »

In many professional practices it is important to never miss a detail. When you think about dental practices, solicitors and the like, those initial calls with clients are vitally important to establishing a relationship. Without the integrity of the information, the rest of the service and practice could become muddled. At Frontline we understand the importance of the finer detail. In professional practices, losing this detail, writing down inaccurate information,… Read More »

Christmas is a time to share with family and friends. Since 1999 Frontline has provided critical support to our clients; supporting their customers 24 hours a day – this includes Christmas day. This year our work family, those professional and committed Frontliners, will be manning the phones, monitoring the emails and responding to your customers via web chat so you can have a break. I’m ever so proud of my… Read More »

Our support team also has extensive experience of working with local authorities, housing associations and other public services where there is often a requirement to receive large volumes of calls from the general public with enquiries and complaints. In these situations, there is a requirement for strict protocol to be followed at all times, for the contact team to have the skills and temperament to deal with sometimes angry calls,… Read More »

For a large business to succeed there must be a strong framework of customer service built into everyday operations. As a company grows, so too does the possibility of it receiving a greater number of calls from customers. These calls could be basic queries, purchase requests, or complaints, but it is important you have the capacity and the means to deal with them quickly and effectively. At Frontline we have… Read More »

It takes something special for a client to reach out and say thank you for a job well done. Peter, from Funeral Partners, was so impressed with a rather challenging call and the way Jake handled it that he thought he’d come and show his gratitude in the form of a bottle of wine and a voucher. “We’re all very proud of the service and people here at Frontline provide… Read More »

At Frontline we have been providing a stellar contact centre support service to our customers for 20 years. Over that time, we have developed our strategies and trained our call centre staff to such high standards that we can guarantee a certain level of success to every customer who signs up to our service. So, what are the benefits of a call centre service to your growing business? First of… Read More »

As a business grows in size and reputation the higher the quantity of calls from prospective customers and loyal customers they can expect to receive. At a certain point, your regular office hours might not be enough to satiate the needs of your customers, and at that point you must make a decision about what to do. At Frontline we can provide a professional out of hours service that supports… Read More »