When Your Customers Call, Make Sure Someone Answers
Forrest Contact provides inbound customer support for businesses across Australia, New Zealand and APAC handling your customer service calls professionally, consistently and on your behalf.
Long wait times, unanswered calls and inconsistent service experiences cost you customers. Whether your team is under-resourced, overwhelmed during peak periods or you simply need a reliable customer service function you can depend on – we can help.
Our Australian-based agents are trained to your processes and standards, so your customers receive the same quality of service on every call. We work as a seamless extension of your team – not a generic call centre.
How We Support You
We offer three models of inbound support, depending on your needs:
Overflow Support
Your internal team handles customer calls day-to-day, but during peak periods, campaigns or staff absences, call volumes exceed your capacity. We step in as overflow support – answering calls your team can’t get to, reducing wait times and ensuring no customer goes unanswered. When call volumes return to normal, we step back. You stay in control.
Fully Outsourced Customer Service
You don’t have an internal customer service team or you’ve made the decision to outsource the function entirely. We become your customer service team – handling all inbound calls, managing enquiries, resolving issues and representing your brand professionally on every interaction. Fully trained to your standards, integrated with your systems and accountable to your KPIs.
Need Crisis Hotline Support?
When a data breach, product recall, natural disaster or business continuity event strikes, your customers need somewhere to call. Forrest Contact can set up a dedicated crisis hotline within 48 hours – professionally staffed, fully briefed and ready to manage high call volumes at short notice.
What We Handle
Our inbound support team is equipped to manage a wide range of customer contact, including:
General customer enquiries and product or service questions
Account and billing enquiries
Order management, tracking and fulfilment queries
Service fault reporting and escalation
Complaints handling and issue resolution
Post-sale support and customer onboarding
Appointment scheduling and booking management
Campaign and promotion response handling
Every Call Is a Brand Interaction
A single poor service experience is enough for many customers to switch to a competitor. Research consistently shows that customers who are kept waiting, transferred repeatedly or given inconsistent information are significantly more likely to churn.
The inverse is equally true: customers who receive prompt, knowledgeable and helpful service are more likely to stay, spend more and refer others. Every inbound call is an opportunity to reinforce loyalty – or lose it.
Our team treats every call as a brand interaction, not a transaction to be processed.
How It Works
From first contact to live support here’s how we get started.
We Learn Your Business
Before a single call is answered, our team is trained on your products, services, processes, systems and tone of voice. We invest the time upfront to ensure every agent can represent your brand accurately and confidently.
We Integrate With Your Systems
We work within your existing CRM and ticketing systems where possible or connect our platform via API to keep your records updated in real time. No double-handling. No manual reconciliation.
We Scale With Your Needs
Whether you need two agents or twenty, overflow support for a campaign or a permanent outsourced team, we can scale our service to match your requirements. As your needs change, so do we.
We Report Transparently
Full visibility into call volumes, wait times, handling times, resolution rates and CSAT scores through our client portal and live dashboard. Your Account Manager reviews performance with you regularly.
Extended Hours Available
Our standard operating hours cover the business day, with the option of extended coverage where your customer base requires it. We’ll work with you to define the model that best meets your customers’ needs.
Outcomes You Can Expect
Reduced call wait times and abandoned call rates
More consistent service quality across every interaction
Improved average handling times
Reduced pressure on your internal team, freeing them for higher-value work
Higher customer satisfaction (CSAT) scores
A scalable support function that grows with your business
Let's Talk About Your Customer Service Needs.
Whether you need overflow support for busy periods or a fully outsourced customer service team, we’d like to understand your situation and show you what we can do. The conversation is free and there’s no obligation.