Understanding your customers, how they interact with you and how they purchase and complain, is an important process for any successful business. At Frontline we understand that you want to explore the data and information that flows through your sales and customer service teams, and we have the ability to provide a high quality service of bespoke reporting that can deliver just that. Whether you are hiring our team to… Read More »

At Frontline we have always been on the mind-set that training and continual education is the only way to ensure that standards are raised across the board and consistency maintained. We want your customers to receive the best customer service possible when our team is helping your company out with one of our services. With that in mind we have developed a unique in-house training programme aimed at providing our… Read More »

If you can learn to communicate better with your customers and have a level of consistency throughout your team that demonstrates how you wish to be viewed as a brand, you can improve customer satisfaction levels and grow your profits as a result. The first thing to improve is the all important first impression. It only takes a few seconds for a customer or potential customer to make a judgment… Read More »

When it comes to developing relationships with customers and reaching a point where they are happy to sign on the dotted line and commit to purchasing your goods or services there are a few different hoops you have to jump through. Whether you are cold calling prospective customers or taking inbound calls from customers, you will encounter various personality types and objections to overcome. With the assistance of an experienced… Read More »

In order to create a solid foundation of loyal and returning customers you have to have the ability within your team to build an honest and trusting relationship from the very first conversation with a potential customer. Building rapport is a vital component of any process of communication, and even more so when considering the sales process for a business. With a great relationship built you are more likely to… Read More »

Overcoming objections is a key skill that the top sales operatives have in abundance. At Frontline we have a team of experienced call centre staff that can become a fantastic addition to your operation, helping you overcome sales objections and increasing your customer conversions. Here, we take a look at some of the top sales objections that you are likely to face, and how best to overcome them. “I do… Read More »

At Frontline we understand how important it is to engage with your customers in a way that maintains a high level of customer satisfaction at all times. Sometimes your customers will wish to put in a complaint or issue a query, and it is at these moments that our highly trained teams understand how to de-escalate a call, or go through a proper call escalation process that resolves an issue… Read More »

Once you have set up a clear system of ordering taking from the company end, a process that our team can be of assistance with as you see fit, it is important to provide your customers with flexibility of choice when making an order or seeking out information. At Frontline our team of call centre operatives can be utilised to help manage this process, to take specific orders and pass… Read More »

Twenty Years of Co-operation, Excellence, Trust and Loyalty Frontline began its journey in 1999, at a time when call centres were just beginning their rise. The original Frontline Telephone Answering Service opened in a tiny office in Warsash, later moving to Whiteley and then becoming Frontline Communications Group, settling in a prime location in Cosham. Starting with just two clients, Frontline now proudly partners with over 150 companies from multiple… Read More »

At Frontline we understand how important it is for your company to set up a process of order taking that is not only comfortable, clear, and secure for your customers, but one that is perfect for your employees. With our support you can implement a clear order taking process that fits the bill, ensuring that your customers are spoken to with courtesy and efficiency from the very first call. Our… Read More »