Consumer Goods/FMCG Call Centre

Make an Enquiry

We support a number of international consumer goods and FMCG (Fast-moving consumer goods) businesses by providing outsourced call centre and contact centre solutions. At Impact Call Centre, we are firmly focused on delivering world-class service to our clients’ customers with the perfect combination of our experienced, highly trained call centre agents and innovative AI technology. This helps brands to increase customer satisfaction, grow loyalty and secure valuable repeat purchases. Our teams have delivered successful omnichannel outsourced customer service for leading UK and international brands covering general customer service, product support, troubleshooting, returns, and complaints. We can also deliver customer support for complex products including appliances, gadgets and electronics for all areas of the home.

Alongside this, our skilled sales agents can deliver exceptional sales results for your business across inbound and outbound channels. We see particular success through our inbound sales channels, where we maximise up-selling and cross-selling opportunities and outbound sales in terms of winning back dormant customers who have not purchased from your business for a while. Whether you require support with customer service or sales, our team are ready to help you delight your customers, make efficiency improvements and increase sales at scale.

Impact’s experience and expertise in delivering world-class call centre services that improve customer retention and drive new customer reputation has earned us a great reputation and the trust of international consumer goods companies. Get in touch with us to discuss your requirements with one of our specialists. Call us on 01794 230 230 or complete our contact form.

[contact-form-7 id=”1136″ html_class=”default”]

We Are Trusted By National Brands

If you choose Impact as your consumer goods/FMCG call centre, you will be in great company with some of the UK’s leading brands. Impact is trusted by national and international businesses across a diverse range of sectors, many of which have used our expertise in customer service, sales and pick & pack fulfilment. Discover more about how we have helped with their business requirements in our case studies section.

CONSUMER GOODS/FMCG CUSTOMER SERVICE

Delivering exceptional customer service is an effective way to further differentiate your business from its competitors, delight customers, build long-term loyalty and even increase sales. At Impact, we strive to deliver world-class service to our clients’ customers and have had particular success with consumer goods/FMCG customer service. Our skilled and trained customer service agents take care of interactions that you would otherwise need to manage internally, and which can take your focus away from your core business. Even well-resourced and established businesses can benefit from outsourcing to a trusted contact centre like Impact. We are experienced at improving the quality and efficiency of customer service operations for consumer goods and FMCG businesses and driving strong commercial results.

As a UK based call centre, we are committed to always raising the bar and striving for continuous improvement in everything that we do. The combination of our proven processes, intelligent systems and great people, equip us to handle every customer interaction. While people are at the heart of our operations, we are also an AI-enabled call centre and are investing in this emerging technology to drive efficiency gains and savings for clients. We delight customers every day and our experience of supporting leading UK and international consumer goods brands leaves us well placed to support you at scale and with complex requirements. We excel at complex customer service, much of which cannot be completed by AI and for which there is no substitute for skilled and trained human agents. Why not find out how we can help you by getting in touch with us?

If your business sells complex products or services, you need a call centre outsourcing partner that you can outsource to with confidence. We earn the confidence of clients through our proactive & collaborative approach and the excellent results that we deliver. Our customer service agents handle everything from simple customer service and product support through to returns and complaints. In order to deliver customer support across these areas, we help agents develop an in-depth knowledge of your products and services so they can confidently respond to customer queries. As part of our culture of care, we remain committed to training, supporting and empowering our agents, so they are best placed to support our consumer goods clients.

Our customer service support for consumer goods and FMCG businesses includes:

Handling inbound customer queries
Providing product information to customers
Troubleshooting customer issues
Organising product repairs
Advising on guarantee/warrantee queries
Handling customer complaints
Managing product returns
Improving customer retention and loyalty

INBOUND SALES FOR CONSUMER GOODS/FMCG

Many consumers goods/FMCG brands secure sales via retailers, distributors and online channels. However, not all of them do, and some serve a demographic who prefer to place an order over the phone rather than online. Impact helps brands provide a world-class inbound sales experience to their customers over the phone. We answer inbound calls professionally, which can make a difference between securing a sale and missing out. Customers who are ready to buy from you expect their call to be answered quickly, professionally and by someone with great knowledge of the products/services that you provide. Our outsourced inbound sales service delivers exceptional sales interactions that delight customers and increase sales. Your business will want knowledgeable and trained sales agents that can confidently interact with your customers, this is exactly what we deliver for leading UK brands every day.

Our agents create positive, needs-based experiences for our clients’ customers using the perfect blend of empathy, product/service knowledge and sales skills. We complement our trained and experienced sales agents with AI sales technology to deliver outstanding results. Using AI technology to complete conversation analysis and intelligent outcome prioritisation delivers valuable efficiencies and cost savings, which can make quite a difference to brands who operate at scale.

If you are looking for a professional UK based inbound sales teams to answer your inbound calls, resolve sales queries from potential customers and take phone orders, we can help. Whether a call involves answering sales queries or taking an order, we can help guide your customers towards making the right purchase for them. Our call centre invests significant resources in training, developing and supporting our sales agents so they are ready to help your customers.

Why not get in touch with us to discuss your consumer goods/FMCG inbound sales requirements with our team by completing our contact form or calling 01794 230 230? Our experience of partnering with consumer goods and FMCG brands leaves us well placed to help your business with inbound sales by drawing on our extensive understanding and expertise of the sector.

Our inbound sales support services for consumer goods/FMCG brands include:

Answering inbound sales calls and responding to customer queries
Answering pre-sales questions about products/services
Promoting product support warranties to customers via up-selling and cross-selling
Promoting accessories and companion products via up-selling and cross-selling
Taking product orders over the phone and securely processing payments without using an automated phone payments line

OUTBOUND SALES FOR CONSUMER GOODS/FMCG

While many of your business’s sales will be secured via retailers, distributors and online, there is still a significant opportunity to use outbound sales to re-engage dormant or lapsed customers. This is particularly the case if your business operates on a subscription model or provides subscription services or consumable products.

When your in-house teams are busy with core operations or are missing the sales skills required to re-engage with customers, it is easy to overlook this opportunity. However, this has the potential to cost your business many potential sales. As past customers are much more likely to buy from your business, this segment of customers often provides increased conversion rates and excellent sales potential.

By partnering with Impact for an outbound sales win back campaign, you can make the most of the opportunity to re-engage with lost customers and generate additional sales revenue. Our sales agents are experienced at delighting customers and making the most of every sales opportunity. The sales team are trained in all aspects of sales and are skilled at building great customer relationships that deliver increased sales for consumer goods and FMCG businesses. Critically, we select our agents based on their abilities – and we are very aware that it takes a different type of person to deal with sales compared to customer service handling.

Our sales agents are trained, supported and empowered to deliver the best possible results for clients. Providing world-class service that exceeds expectations is what we do every day with soft yet effective interactions. If you are looking to successfully re-engage with lapsed customers, outsourcing to Impact can help.

We deliver outbound sales campaigns for consumer goods/FMCG brands including:

Win-back campaigns to re-engage lapsed customers
Win-back campaigns to re-engage lapsed subscription customers
Up-selling and cross-selling campaigns to existing customers

WHY CONSUMER GOODS/FMCG BRANDS OUTSOURCE TO IMPACT

Although there are many outsourced UK call centres to choose from, some of the UK’s leading brands, consumer goods businesses and FMCG brands choose to outsource to us.

If you are looking to deliver world-class service to your customers while making efficiency gains, increased sales and increased customer loyalty, why not get in touch with us to discuss your requirements with one of our specialists?

Many consumer goods/FMCG brands choose us because we have:

Skilled and trained call centre agents with in-depth product & service knowledge that are empowered to deliver exceptional service in every interaction
Intelligent processes and systems that support omnichannel customer service and multi-channel customer interactions so your customers can make contact via their preferred communication channel
Call centre AI technology including advanced chatbots, AI-powered speech recognition, conversation analysis and outcome prioritisation, which can deliver efficiencies and cost savings
PCI DSS certification that allows our call centre agents to securely process payments without the need for an automated payment line
Cyber Essentials Plus certification which verifies our cyber security standards and the robust measures that we have in place to protect client data through an independent annual audit
In-house IT & technology department with expertise and experience of systems and software integration to facilitate seamless data flow and custom reporting for clients
Extensive experience with consumer goods and FMCG brands

Contact Our Consumer Goods/FMCG Call Centre Specialists

Our consumer goods/FMCG call centre specialists are ready to help you deliver a world-class customer experience through exceptional customer service, inbound sales and outbound sales services. Get in touch with our team today to discuss your requirements by calling 01794 230 230 or completing our contact form.