Fitness First started as a single health and fitness club in Bournemouth in 1993. It has since grown to become one of the world’s largest gym, health and fitness club groups with over 1 million members, more than 380 Fitness First clubs across 16 different countries and 85 clubs in the UK. Fitness First’s UK contact center operation offers an essential first point of contact for customers looking to join up, change their membership details, renew contracts, as well as for general enquiries. In addition to handling inbound calls, Fitness First agents also conduct outbound programmes to support member retention as well as using email, mailings and social media campaigns. Fitness First was keen to improve customer contact performance, however the combination of its legacy call de

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