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
The Future of Agent Assist in Contact Centres – Reducing Cognitive Overload and Enhancing Efficiency

The Future of Agent Assist in Contact Centres – Reducing Cognitive Overload and Enhancing Efficiency

AI and agent assist technologies are helping to transforming the operational landscape for contact centre teams.  These tools are designed to support agents by reducing cognitive overload and improving overall efficiency, leading to better customer experiences and streamlined operations. The recent webinar from the Contact Centre Network, featuring experts Jimmy Hosang and Nerys Corfield, delved into the critical role of agent assist technologies and how they can be effectively implemented.

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Navigating Emotional Intelligence and Trust in Leadership

Navigating Emotional Intelligence and Trust in Leadership

The role of emotional intelligence is indispensable in leadership and the global disruptions during and post pandemic, have put leadership skills to the test, particularly emotional intelligence. Leaders now, more than ever, need to adeptly manage not just the logistical aspects of their roles but also the emotional dynamics of their teams, especially given the increased prevalence of remote and hybrid work settings which has removed that watercooler conversation and the osmotic relationship we have when we are face to face with teams.

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Seven Ways to Improve Yours and Your Team’s Critical Thinking Skills in the Contact Centre

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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“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