One of the things we are often asked by prospective clients here at Frontline is whether or not the customer will know that we are an outsourced team. We completely understand that this worry is one of the reasons that many companies do not look to hire the services of a specialist contact centre team when they are looking at ways to manage customer service and the flow of calls… Read More »

At Frontline we have over 21 years of experience in call centre services, delivering a consistent and high level of quality to our customers in a wide range of scenarios and industries. Many times, our customers have come to us with problems that they have struggled to solve up to that point and we have been able to deliver a service that relieves pressure, maintains standards and consistency and allows… Read More »

Small and medium size businesses have many challenges and obstacles to overcome if they are to be successful. For many businesses of this size the chance to scale has too many pitfalls to contend with, and one of those is how to maintain a high level of standards and consistency with an order-taking service. Order taking services, whether through an online process or over the telephone make sense for many… Read More »

The charity sector has many different requirements and has many different types of people that relies on it. At Frontline we understand the pressures that charities are under, and we have encountered many different types of charitable organisations, with many different types of requests over the years. For some charities there is an urgent need to find more donors and sponsors, for others its active listeners to step in and… Read More »

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 »

Your customers should mean everything to you. If your business sells products or services directly to customers, there is always a sales process that is designed to facilitate that desire. With this in mind, there are many a simple and elaborate sales process created by businesses, with many different outcomes and levels of satisfaction (for both the employees working the internal sales processes and the customer journey). With the support… 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 »