Our Team Is Your Team

What customers want from contact centres is loud and clear - whenever, wherever, however.
Getting the right people in the right place at the right time is tricky.

Omnichannel

When an operator joins FM, they start out on our core channel, webchat, with just 1 chat at a time. By the end of their training, they’ll be fluent in every single channel.

Multilingual

Being multilingual is a complex kind of operation – finding a platform that can handle multiple languages across every channel is a struggle. With our purpose-built software and robust resourcing structure, we’ve got it nailed.

Translation

24-7-365

Unsociable hours speak for themselves – they’re infamously difficult to cover. We’ve spent years finding the night owls of the UK, as well as reaching out to other timezones to make sure we can always offer round-the-clock monitoring.

Business Insights

We capture the competitive landscape for each client, analyse customer satisfaction and net brand sentiment and compare you directly. It’s all about basing performance on success, and nothing else.

Real Time Analysis

Cost-per-Contact

Pay just for what you use up to your service level agreement – including up to a 30% flex to account for what you can’t forecast. Any time, any channel, any language. Simple, cost effective and unbeatable quality.

THE ULTIMATE RECIPE

An operator needs to be equipped with the tools and setting to do a great job. We specialise in creating agile workforce management processes with real-time monitoring that reacts quickly to changing volumes.

85%

Average
Customer
Satisfaction

36s

Average
Response
Time

80%

Average
Net Brand
Sentiment

Hakuna Matata.

We’ve got the setup and onboarding process down to a proverbial ‘T’. It’s simple, effective, and made to measure.

Resources

We're sharing everything we know about the customer experience, right here.

Resoures