Any job that involves taking and making customer calls requires excellent customer service agents on the phones, but within a care industry such as support for funeral businesses, it is critical. Customer acquisition and retention rely on the contact the customer has directly with your team as this is the first real idea they have of how the company sees and values customers during difficult times. Here are some of… Read More »

When a loved one dies, everything becomes emotional and challenging. That’s why it’s important when providing a funeral call service that you say the right things. When you’re providing a service, it is imperative that you are both sympathetic and supportive. Unfortunately, saying the wrong thing could be seen as insensitive and could not only do harm to your business but could cause more grief for the bereaved as well…. Read More »

In order to be able to build strong relationships with your customers, you need to be able to communicate with them. If you want to build a global brand, you should be able to understand the needs of your clients, in order to deliver an exceptional service. These are some reasons why translation services could prove beneficial to your business. Understand goals In order to build a successful relationship with… Read More »

Funeral call handling When you’re handling calls relating to funerals, being ‘human’ can go a very long way. It might seem obvious, especially when calls are sensitive in nature. However, sometimes the stress of the situation, the volume of calls taken and the need to get the call right means it can at times start to feel robotic. It’s important to remember that every call you take is a new… Read More »

Automated messages and systems form part of the contact centre / customer experience in almost all organisations. Used intelligently, they help direct calls correctly and save time for both staff and customers. But a recent survey has found that some aspects of the process are failing more than others. These common automated service features frustrate customers and are the last thing callers want to hear… ‘Please listen to the following… Read More »

If your property management company or housing association is bogged down by the high level of calls you’re receiving, you may want to consider using a telephone answering service. Here are some great reasons why. Keeping your tenants satisfied When you have a lot of properties on your portfolio, meeting tenant demands and answering their complaints can be a stressful experience. You won’t have the time to deal with each… Read More »

Answering a phone call regarding the death of a loved one is always going to be a challenging situation. For nearly two decades Frontline has been providing a compassionate and empathetic telephone answering service and call handling for several hundred funeral homes. We are committed to providing the highest levels of customer care in these difficult conversations, and take several steps with our staff to ensure that every call we receive… Read More »

In theory, “call escalation” can be the key technique in problem resolution. Should a customer have a question a representative can’t answer, escalation is a neat way of diverting queries to more senior members of staff. Over many years, Frontline have developed a streamlined and effective escalation process that connects customers with the person who has their answers. Not everyone has the experience and management enjoyed by staff at Frontline… Read More »

There are numerous benefits of outsourcing your first line IT support to a specialist contact centre. Whether you’re a large business requiring additional, external IT support, or a small or medium sized business looking to improve the efficiency and expertise of your current IT capabilities – outsourcing your IT support can have significant benefits for your business. 1. Cost reduction Outsourcing your first line IT support is a very cost… Read More »

Whether you have just started up a new business or you have been trading for a long time, there are always ways you can increase your profits. Your business may have become a bit stagnant, maybe your reputation is far from perfect or you are struggling to get your business off the ground. Most businesses have these obstacles but fear not, there are some simple improvements you can make to… Read More »