Your customers have expectations of your business. They expect to connect with a real person, first time, and get resolution to all their enquiries and issues. Queues and automated responses will frustrate them and reflect poorly on you. Achieving customer satisfaction year round is no easy task, especially for seasonal businesses which need to ensure the right people are serving their customers – doing the right things at the right… Read More »

WE CAN HELP You work hard during the year, managing customer calls and expectations 24 hours a day. People call you all the time, and just when you seem to have everything sorted out, you receive another ring. Another question. Another request. Another issue. Customer calls can catch and distract you at any time, even when you are enjoying your time on holiday. If only there was a way to… Read More »

As National Customer Service Week rolls round again, it’s perhaps a good idea to take a look at why this is such an important part of your business strategy. It doesn’t matter what type of business it is, whether traditional bricks and mortar or exclusively online – if you don’t have a commitment to excellent customer service at every stage, you will quickly run into trouble. The world is awash with… Read More »

What a day… well, in fact, being a 24/7/365 ‘kinda’ business we opted for a Jeans for Genes weekend! The folks at the office went to town. Most notably Vuyo and Sean they launched their fledgling business and ‘Stamper’s treats’ opened for business on Friday. Serving the finest in baked goods, healthy treats and crisps the guys raised a significant amount for the charity. The ‘tuck shop is still open… Read More »

  Those of you who know and work with Frontline will undoubtedly know Sean. He has been with the business for 8 years and has worked his way from part time operator to IT manager. Today we are celebrating his achieving an ITIL award. Sean Bland, Frontl ITIL (IT Infrastructure Library) is the worldwide de-facto-standard for IT service management. The qualification takes overview of the service Lifecycle, beginning with the… Read More »

With nearly 30 years’ experience working at Frontline between them our announcement today should not come as a surprise: we are truly thrilled to announce the promotion of Nikki Blogg and Andrea Shotter. Together they will be leading the operating team to ensure that we nurture happy operators, happy customers and most importantly happy clients. Andrea will be assuming the role of Centre Manger. Andrea has consistently demonstrated her commitment… Read More »

  Working as a Customer Services agent is a tough role. You’re often confronted with challenging situations, problems and issues – and you’ve got to listen, adapt your style, problem solve and resolve the issue whilst providing an exceptional customer experience. So, from time to time, it’s worth consoling yourself with the words of some of the greats;   “Do what you do so well that they will want to… Read More »

Hi all, Sean here with an overdue update! Just over a year ago we moved from Whiteley to Cosham which if you ask everyone involved was very eventful!   Since our move we have settled into the building and started to make it our own from painting the server room blue to putting signs up inside and outside of the office!     The initial move and setup of the… Read More »

After many months of globetrotting, our Frontline bus finally settled at it final furthest location. At a whopping 10,553 miles from home, the team from Vysionics took the bus all the way to Melbourne, Australia. The winners decided to donate the £788.48 prize to the amazing Phyllis Tuckwell Hospice which cares for terminally ill people and their families. Thank you to all the ‘bus drivers’ and participants for all the great photos!   All the photos,… Read More »

At Frontline, our commitment to constant improvement is what keeps us at the forefront of our industry. With the proliferation of cloud-based services, mobile devices, and ecommerce; more and more customers today encounter frustrating tech issues that demand rapid resolution. Yet despite the growing need (and because outsourcing has become so common in the tech community today) there are still relatively few IT customer service providers based in the UK. So… Read More »