Success Stories

    “When we first moved to remote working, we transferred our landlines to our mobiles, but customers were consistently telling us that they were having a hard time getting through. Frontline had been handling our out-of-hours emergency repairs service for years, so when we needed a solution to this problem, Frontline was a natural choice. The expansion of service took very little work to set up. They really listened… 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 highly professional customer service standards we lay out as a business.

  Our challenge We needed a cost-effective and high-quality 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 each one is important to us and it is key that our provider… Read More »

Our Problem: As many IT services companies know it can be very expensive to provide support cover outside standard working hours. Our out of hours resource costs were very high compared to a low overall call volume. Frontline Solutions: Frontline have partnered with us to deliver Out of Hours call handling. They have provided an excellent level of customer service in a cost efficient way. They support multiple customer contracts… Read More »

Our Problem: When the company first started, we no resource to dedicated to answering the phone full time . Issues like Holidays, sickness had been a headache. Frontline Solutions: Frontline were able to fill this gap and thus enable us to provide a better service to our customers. Frontline not only gave us peace of mind (somebody is answering our calls), but also allowed our customers to speak to a… Read More »

The company needed a round the clock centralised reactive maintenance helpdesk to allow the their staff to raise maintenance and break down issues as and when they occurred 24 x 7. It was imperative that the chosen provider would be able to gather the relevant information and action requests efficiently and accurately. Details needed to be recorded, processed and uploaded automatically onto our internal purchase order system. The challenge was… Read More »

The company is Britain’s leading funeral director. The business dates back to 1844 and has an admirable reputation for being a caring and ethical business. They expect and strive for excellence. In early 2004 the company conducted a review of their services, in particular, their out of office hour’s services. It was clear that there were areas for improvement. There was a belief that the OOH procedures could be formalised,… Read More »

The company, an award winning online florist, switched their 24/7 customer service phone lines to Frontline in June 2007 after their previous contact centre were unable to deal with high call volumes.  Service levels were low, with a typical ring time averaging over 1 minute and subsequently a lot of calls were lost.   However with Frontline managing the calls ring times were reduced to below 15 seconds, increasing service levels… Read More »

Breyer required a central service for all Out of Hours (OOH) calls received from the thousands of tenants of numerous Housing Associations. We required a consistent, professional approach to urgent and non-urgent calls with Frontline acting as a triage service OOH. The challenge was to ensure that the huge number of properties we service were merged in to one serviceable database, that every tenant received the help or assistance required,… Read More »