Helping Contact Centres create a
winning customer experience

Find out more Contact us

Helping Contact Centres create a
winning customer experience

Find out more Contact us

Helping Contact
Centres create
a winning
customer
experience

Find out more Contact us

Solutions designed and delivered by contact centre specialists

We talk from experience, we know delivering Quality Assurance, the right handling times, first call resolution, great customer experience and high people engagement is important to you and that finding the right balance to deliver these to the high standards you want isn’t always easy.

We have over 50 years’ collective experience working in contact centres fixing broken processes, Outsourcing, creating engaging people plans, driving performance through effective use of people and leadership capability as well as quality training interventions.

We know the biggest challenge for busy contact centre operations can often simply be simply having the resource the time and the energy to fix what’s needed to be fixed. This is where the FAB Group with an holistic approach to Contact centres can help.

What we do

Consulting services

Delivering Great Customer Experience has 3 basic components: – 

          1. Deliver a smooth Customer Journey 

          2. Deliver a consistently good level of service

          3. Deliver on the key moment and show you value me 

We focus on these 3 outcomes to help shape your customer journey, consider what process improvement is needed, what Technology can do to enhance your journey and the capability of you people to help you be the best.

The by product of this is happier customers and happier staff who want to go the extra mile for your customers bringing with it great Net promoter scores, high customer satisfaction rates and highly capable and engaged employees. Find out what’s available below.

Leadership Training & development

We believe a great customer experience is underpinned by great leadership which is why we offer Leadership development programmes that focus on delivering change effectively driving a positive coaching culture taking their skills to the next level.

We give you a framework that will help shape your leadership culture and drive employee engagement up reducing the hidden costs of attrition and absence in your business.

People Capability

We offer a range of open courses focusing on our unique 7 step consultative sales process – we offer programmes to develop your teams understanding of sales funnels, outbound prospecting, discovering needs, relationship selling, objection handling, closing and digital outreach using Linkedin.

We know how the service you offer your customers can dictate their decision to stay with you. How you handle customer complaints and provide exceptional customer service is hugely important, so we help your customer services teams with our customer service soft skills programme.

All of our programmes can be tailored to your needs and all can be delivered either face to face or remotely with creative ways of bringing the learning to life.

 

Outsourced Contact Centre Solutions

We have a reassuringly different approach to outsourcing and it starts with our culture and our values. The way we partner with our clients means we become a dependable part of your business that feels like a natural extension of your existing team, we are passionate about your brand and fiercely protect it using innovative technology, clear and transparent MI, fair pay for our people fair treatment, developing them to retain them and benfit your campaign. Whether you want to outsource your Sales, retention, QA or customer service, we work with you to understand exactly what you need and build a campaign to set us and you up for success.

Did you know?

56%
of employees report that dealing with complex issues is the most challenging part of the role.
60%

of salespeople are more likely to leave their job if their manager is a poor coach. (Zenger Folkman)

48%

of salespeople missed their target in 2018 – this was the fifth consecutive year of decline. (Miller Heimann – 2018)

Get in touch to see how we can help you.
0161 718 2624
Get in touch to see how we can help you.
0161 718 2624
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Seven Ways to Improve Yours and Your Team’s Critical Thinking Skills in the Contact Centre

In the contact centre, critical thinking skills are essential. These skills enable customer service agents to handle queries more effectively, it help team leaders solve problems efficiently, and focus on continuous improvement and  exceptional customer experience outcomes.  At FAB Solutions, we recognise the importance of fostering these abilities among our clients, their team leaders and their senior leaders

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After five years of working for myself in business, I’ve identified some key themes that as I reflect have given me valuable insights and lessons learned! The last 5 years have been a roller coaster and as a business owner I’ve navigated a messy divorce with Europe...

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The Role of Team Leaders in Contact Centres Post-COVID

The Role of Team Leaders in Contact Centres Post-COVID

The Need for Agile and Experienced Team Leaders As contact centres adapt to post-COVID realities, this session of the Contact Centre Network delved into how the landscape is changing, particularly focusing on the role of the frontline team leader. With guest...

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“FAB Solutions helped to clarify more effective methods in terms of prospecting using linked in and other socials media platforms… if you are struggling with sales contact Garry he know what he’s talking about when it comes to sales.”

Zak H, Digital Marketing consultant