At FMI we understand the value of effective and consistent customer support. Our customer support service centre is geared to provide brands with the most highly skilled telesales agents who are trained to effectively communicate with customers and to deliver results for our clients.

Unlike the outdated traditional idea that customer support centres may conjure up in your mind – the FMI customer support centre is quite the opposite. It is a team of highly skilled dynamic individuals who deliver multifaceted solutions for our clients. The team is trained to engage with customers across a variety of services to reach ambitious targets.

If you’re still unsure about the types of services a customer support center can provide, we’ve decided to divulge our key services provided by our customer support center and the results we have managed to deliver for our clients over the last 12 months.

Customer Retention

Since 2015 FMI have run a successful customer retention campaign for Electric Ireland. This long standing campaign has delivered over 112,000 calls; 42,496 of those calls have been with the primary decision maker.

These quality calls ensure that Electric Ireland continues to achieve high levels of customer retention which account for approximately 12,658 account saves with a conversion rate of 29.8%, all from talking to the primary decision maker.

FMI currently have 2 calling agents working on this, they each make 56 calls per day with every call lasting about 7 minutes. There are two additional agents calling to offer discounts and 1 agent calling those customers again the next day, to follow up. They average 7.66 sales per day per agent.

Customer Support & Inbound Calls

FMI have a dedicated inbound line that supports Field Representatives. The inbound calls can be used by field representatives when booking installations dates for customers and it can be used for customer inbound queries.

The inbound service is used by Virgin Media and Brinks. The purpose of this facility is to improve the overall standard of service and to provide consistency with the quality of selling in the field. Clients have found this most effective in ensuring that customers are happy and satisfied with the service that they have been sold.

Direct Selling

This may not be an obvious one, but Unilever briefed FMI to sell the 500 ml Dove products into Mace and Spar stores. FMI were tasked with converting 30% of decision makers contacted and with selling 500 cases of the Dove Products. The team at FMI managed to exceed this target with a 44% conversion rate and to increase the number of cases sold by 120%.

Telesales

The brief was to carry out an outbound telesales campaign to sell in, introduce and explain features & benefits of a promotional range into BWG retailers while establishing relationships with store managers. Once again the team managed to exceed the target, this time by 110%.

 

Relationship Building

Keelings briefed FMI to establish a relationship building campaign with 215 Super Valu stores. The objective was to gain insight into the perception of a Keelings Promotion, to drive volume for a specific product range and to collate e-mail addresses for further promotions.

As you may expect the team far exceeded the target set by the client and the client gained a tremendous amount of information that they could incorporate into their promotional strategy.

Web Chat

As we know, customers are increasingly channel agnostic, and supporting customers online is increasingly in demand. FMI helped Electric Ireland with an inbound sales campaign for customers who were looking to switch suppliers, via the Electric Ireland website. As an option, a customer could chat to one of our agents to help them through the process. There was a staggering 16% higher conversion rate of customers converting through the web chat than those who did not avail of this service.

Mystery Shopping

Dalata Hotel Group Mystery Shopping Project was initiated in 2016, with the exclusive purpose of increasing the quality of service provided by staff at dealing with customers over the phone at Dalata Hotel. On a monthly basis the FMI team contacted 40 different Hotels, throughout Ireland and the UK, that are part of the Dalata Hotel Group.

The team completed 5 calls to Dalata’s Central Reservation Office (CRO). This office handles all overflow calls from all Dalata Hotels and also handles direct calls from customers looking to compare different Dalata Hotels over the phone.

Once these calls were completed we, at FMI, saved the recordings and marked them according to Dalata’s expressed guidelines The calls were judged based on information provided by the FMI employee, along with the customer experience and the level of service provided by the Dalata Hotel Group Employee. We then compiled a detailed report for the client to review.

What the case studies from the above highlight is that regardless of whether it’s inbound or outbound support, field support, sales (both residential and business to business), mystery shopping, tactical campaigns or specialised web chat, our customer support centre is able to professionally and effectively achieve your business objective and provide you with the knowledge, insights and feedback to further understand your customers’ needs, allowing you to expertly tailor your strategy to provide an exceptional customer experience.

Get in touch today to discuss how we can help make customer support work for you.