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

Specialist contact centre business consultants

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 15 years’ experience working in contact centres fixing broken processes, 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 or the energy to fix what’s needed to be fixed, which is where we come into our own to help you deliver the outcomes you want and need to create a winning customer experience.

What we do

Consulting services

Looking at some of the key areas of your customer journey we can help pinpoint some of the processes and pain points that have the biggest impact on your customer experience. Quite often these also have a knock-on effect on your agent productivity and employee experience, we help you to identify and prioritise the biggest risks to you customer experience and optimise your processes to create a slicker and seamless journey for your customers.

The by product of this is happier customer and happier staff who want to go the extra mile for your customers bringing with it great Net promoter scores and high customer satisfaction feedback and with highly capable and highly engaged employees. 

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.

 

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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“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

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