FM24

FM24 has worked with this local government body has been a client since 2004.

fm24 provides out of hours switchboard and a general public enquiry desk service.

As part of this service fm24 receives all incoming calls from any external party during the hours of operation. Each call is given a professional level of customer care and all details of the call are logged on our Helpdesk system. Details of the call requirements are forwarded automatically to the Local Government body for their attention.

fm24 provides cover from 1800 to 0830 every weekday and full 24 hour cover every weekend and bank holiday. Our clients were particularly impressed that the calls were handled by a London based call centre as most calls would be from within this area and local knowledge is crucial in providing assistance and support on the variety of calls that are received.

Our contract was extended in 2006 for a further three years given their satisfaction on the call handling, meeting all SLAs speed to answer, abandonment rates and customer satisfaction.

Key Benefits:

• London based call centre
• Open 24/7 365 days a year
• Ability to be seen as a seamless service in Out of Hours operation,
• Providing detailed information of each call received along with meeting call SLAs