When you run an online business it’s tempting to keep it all in one place. That means that all services are run digitally, including customer contact. However, being an online business can put you at a disadvantage if you aren’t able to communicate efficiently or effectively with your customers. With that in mind, here are four reasons why your online business needs a call centre. 1. Human interaction When you… Read More »

Whether an accurate reputation or not, call centres are known for their high turnover of staff. It’s true that working in a call centre requires a specific set of skills and personality traits that perhaps not everybody possesses, but a high turnover of employees can mean more money is spent on training and recruitment. Is there a way to retain new employees, while simultaneously improving the service given by your… 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In the digital age, many people may assume customer phone calls and call centres are outdated.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 »

Our challenge One of our main focuses is to ensure that our customers are provided round the clock support even when the business is closed. Outcome Frontline allows this support, our customers not only get the peace of mind in being able to speak to someone but also a replication of our high professional customer service standards we lay out as a business. “Frontline provide a highly professional standard when… Read More »

Once a quarter we get the whole team in a room for our full staff meeting, I say ‘whole’, of course, we leave a team on the phones! In each meeting, we cover a number of subjects/topics. For a little light relief, we always try and get the team’s input on something we’re working on. This quarter we’re looking at the way we talk about what we do. So we set… Read More »

Testimonial Company: Rushcliffe Borough Council Name: Shirley Woltman Title: Customer Service Manager Our challenge We needed a cost-effective and high-quality telephone answering service where residents could access council services in an emergency situation outside of normal working hours. Outcome Frontline absorbed our scripts and had a resolution in place within 4 weeks of our initial contact conversation. “As a relatively small council we receive few out of hours calls but… Read More »

Although your business may operate during standard working hours, customers expect to be able to contact you at any time. With modern communication methods providing multi-channel customer support, it’s important for companies to provide a round-the-clock support service. Enabling customers to contact you at any time ensures that they can access the support they need, whenever they need it. With many individuals placing a premium on good customer service, companies… Read More »

Hi Guys, The next fundraiser will be for the Portsmouth Rucksack appeal. The charity has been running locally for 4 years and roughly 10,000 rucksacks were donated last year. These are then distributed to local Charities, Churches, and other homeless organisations who in turn distribute them to the homeless in our community.  So how can you help? We will be placing a large box in the office and are asking… Read More »

This year to raise money for the Macmillan Coffee Morning myself, Dorothy and Emma organised Frontline’s first ever bake off challenge. Being the food connoisseur that Dorothy is, she was eager to help judge the food 🙂 We had an assortment of food produced by all departments of the business for the event. It is easy to say that no one went home hungry on Friday or with a full… Read More »

Anyone considering outsourced customer service could well be unaware of one big change that is sure to shake up the way information gathering is carried out. In May 2018, businesses will find themselves subject to more stringent and far-reaching laws on the ways they gather personal information as the EU General Data Protection Regulation becomes law. Unfortunately, it carries with it hefty fines for non-compliance. Changing how you gather customer… Read More »