ASK | LISTEN | ACT

Forefront Connect:

Forefront Connect is a remote call centre established during the pandemic to meet the growing demand for customer engagement in the current crisis.

In this economic climate, our recruitment is significantly over subscribed with seven quality applications for each position available. With a track record of quickly scaling up and managing call centre operations, we are well placed if you need to move quickly.

If you have a requirement for a contact centre then please get in touch for a consultation.

Services offered:

  • Outbound fieldwork for research programmes on a UK nationwide and localised basis
  • Blended inbound customer services including Chat, Phone, Email

Our credentials:

We delivered large scale call centre operations including for the European Parliament Elections 2014, Scottish Referendum 2014, General Election 2015 and EU Referendum 2016, supplying our clients with the high-quality data they needed to develop their models.

Our MD Michael Hantman has scaled up a physical call centre operation from 2 operatives to 150 within three months. This volume of agents was maintained for 2 years servicing one single client.

Data handling:

We assign a Director Level data handler who securely manages your project data throughout the project. The Data Handler is responsible for the exporting, storage, and secure transfer of data to you. If insights and analysis are required our staff work under the strictest confidentiality agreements.

Operational capacity:

Mid-October 2020 we can offer 20 well trained Market Research Agents.
For Customer services projects we will require 3 weeks to offer 20+ agents

Running at full capacity we can manage 200 full time agents + on the phones. We will require at least 8 weeks lead time to achieve this volume of agents.

We use a state of the art Cloud based software. The key features of the software are its ease of use for the agents and the data privacy settings around adding and removing telephone numbers. We have used this software to successfully run a number of call centre campaigns.

To ensure quality while agents are working remotely, we have increased the number of dedicated team leaders, supervisors, and quality assurance staff who are responsible for training and monitoring the agents. The costs saved from not having a physical office have allowed us to pass savings onto our clients, increase our supervisory capacity, and increase base rate for agents to one of the most generous hourly rates on the market.

Quality control:

We know how important brand reputation is, and the last thing any company wants is their name being dragged into an ICO/TPS/GDPR dispute. We take this very seriously and a ‘respect for data’ is a big part of our culture.

We have a dedicated quality assurance team who are responsible for listening in to agent calls. Every agent has between 10-20% of their calls randomly monitored and assessed. We have a strict set of guidelines on best practice and quality control that has been developed through undertaking hundreds of thousands of market research surveys.

Working with us:

From the beginning we will assign a dedicated project manager. After discussing what the requirements and aims of the project are, we will then proceed to:

  1. Write up a project plan, in which will look at how quickly we can get your project up and running; how many agents required; pricing estimate; and an estimated time for completion of the project.
  2. Write up an SLA, and sign NDA’s in order to ensure confidentiality
 

At all stages of preparation, we will keep regular contact with the client, keeping them informed of our progress with detailed daily reports, ensuring their requirements are met and expectations surpassed.

We can provide full reports at the end of each working day which would include specific KPI’s such as the volume of calls made, successful contact rates, agent performance and data penetration. We also work closely with our clients to handle “blast” capacity and increases in agent requirement.

Contact us

    Phone

    020 3984 7944

    Email

    Address

    167a High Street
    New Malden
    London
    KT3 4BH