Forefront Connect is a UK based, full-service contact centre established to help businesses meet the growing demand for customer engagement in a rapidly changing world.
With a proven track record of quickly scaling up and managing both in-house and remote call centre operations, we are ideally placed if you need to move fast.
Regardless of size, if you have a requirement for an experienced, professional contact centre either for a short-term project or as part of your long-term customer service strategy, please get in touch for a free consultation.
Following the launch of our new Covid Testing product, we needed a Customer Support solution to meet an overwhelming volume of customer enquiries.
Forefront understood our situation and rapidly provided us with a team of 10 agents. Within 30 days they had responded to a backlog of over 5,000 emails, created an integrated call handling system and reduced our response times to less than 30 minutes. Our TrustPilot rating increased from 2.8 to 4.0 and we now have a scalable C/S solution which we can manage in-house.
Chief Commercial Officer
Planning and resource managementOver twenty years’ experience in call centre management in both hands on managing call centre staff as well as indirectly delivering business results through outsourced suppliers.
Rapid Scale partnerships Extensive experience building and managing contact centres for inbound and outbound. Michael 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.
Projects Director John has more than 30 years’ experience in managing customer service operations both internally and externally. He has managed campaigns in the commercial, political and charity sectors in both the UK and the United States.
Communications / Research
Alex has over ten years’ experience advising clients on communications and research in high profile, high stakes settings. He served as Political Director to Boris Johnson in Downing Street and has advised blue chip clients such as British Airways, Ford, UPS and John Lewis.
Katie is highly experienced in Customer Service, Management and Training. Having expanded her skills in Market Research, Non-Profit Organisations and Law. Katie manages our recruitment and training programmes.
Tech and Data
Tony has more than 15 years’ experience in managing the tech and data side of contact centre operations. He has managed teams of all sizes for campaigns in the commercial and political sectors. He oversees the tech infrastructure, and reporting element of Forefront Connect client campaigns