admin, Author at Frontline

Blog

Rise of the machines: Are robotised call centres now upon us?

The contact centre is in the midst of a technological leap which only a few years ago seemed to belong to the future, but which may soon be taken for granted by customers. That’s the prediction from industry observers as robotics and artificial intelligence look set to drive a whole...

Blog

Why do customers contact call centres?

Most businesses have call centres, or at the very least, staff manning the telephones. It is an essential part of customer service and aims to make the customer experience a positive one. But why exactly do people contact call centres in the first place? We've narrowed down three top reasons,...

Blog

The three key qualities that all funeral call handing services should have

All businesses need to be able to handle calls from customers in an understanding and professional manner. However, this is particularly true of funeral businesses. If you run an organisation that provides funeral services, you already know that your customers need to be treated with respect and sensitivity. Each customer...

Blog

In-house call handling versus outsourced call handling

When it comes to handling telephone calls from customers and clients, you have two main options. You can hire personnel to respond to calls in-house, or you can out-source the task to a professional call-handling service. There are a number of important differences between these two approaches and we earnestly...

News

Elevator Pitch – Staff meeting, 2018

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...

News

Another happy customer

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...

Author: admin