Category: Blog

Funeral call handling When you're handling calls relating to funerals, being 'human' can go a very long way. It might seem obvious, especially when calls are sensitive in nature. However, sometimes the stress of the situation, the volume of calls taken and the need to get the call right means...

Automated messages and systems form part of the contact centre / customer experience in almost all organisations. Used intelligently, they help direct calls correctly and save time for both staff and customers. But a recent survey has found that some aspects of the process are failing more than others. These...

If your property management company or housing association is bogged down by the high level of calls you’re receiving, you may want to consider using a telephone answering service. Here are some great reasons why. Keeping your tenants satisfied When you have a lot of properties on your portfolio, meeting...

Answering a phone call regarding the death of a loved one is always going to be a challenging situation. For nearly two decades Frontline has been providing a compassionate and empathetic telephone answering service and call handling for several hundred funeral homes. We are committed to providing the highest levels of...

In theory, "call escalation" can be the key technique in problem resolution. Should a customer have a question a representative can't answer, escalation is a neat way of diverting queries to more senior members of staff. Over many years, Frontline have developed a streamlined and effective escalation process that connects...

There are numerous benefits of outsourcing your first line IT support to a specialist contact centre. Whether you’re a large business requiring additional, external IT support, or a small or medium sized business looking to improve the efficiency and expertise of your current IT capabilities – outsourcing your IT support...