Case Study: Pret A Manger achieves better customer service and brand protection with FM Outsourcing

Pret a Manger outsources 90% of customer care with FM Outsourcing

Pret a Manger, a food and beverage retailer, needed a provider of top-quality customer care advisors to handle an expected uptick in contacts and protect their brand image during the launch of a new subscription service as the UK emerged from lockdown. They partnered with FM Outsource to acquire part-time burst resource.

FM Outsource hired and trained a team of advisors and introduced their customer service platform to improve efficiency. They also launched new support channels for Pret, including Instagram and webchat. The results were so positive that Pret outsourced 90% of their global customer care operation to FM Outsource, which consistently exceeded its targets for contacts per hour and quality scores.

Pret a Manger