Benefits

Our on-demand contact center experts offer professional customer service and support. Across the U.S. and Canada, agents pick up where automated self-service leaves off, personalizing care to revolve around consumers’ issues.

Every touchpoint has three goals: Please customers, promote your brand and earn repeat business. We perform post-scale outreach to exceed customers’ expectations. Track and apply their feedback. Turn prospective customers into brand advocates.

Multichannel communications require full-service integration—across email, chat, video, phone. By any and all means. No interruptions. Our operations, education, and customer service agents fit right into your existing teams and processes.

Every business measures success. That’s why we work with clients to achieve it. KPIs such as improving first-call resolution by 24% or doubling customer satisfaction scores to elevate customer satisfaction. The right metrics define operational excellence. And a stronger bottom line.

Communication channels are expanding. And apps multiplying. Can your call center operations handle them all? Ours can. More than 50 million customer interactions and counting.

Voice, text, email, chat, and social.

Satisfaction scores are one of the best indicators of your customers’ experience with your brand, making CX and customer satisfaction metrics basically synonymous. With CX now considered the main brand differentiator and being directly linked to brand loyalty and customer retention rates, it is imperative to focus on elevating your customer experiences.

Tap our sales expertise to maximize revenue—inbound and outbound. On average, we deliver double-digit results, with increased cross-sales and upsales.

• 30% more business with higher close rates
• 20% improved add-on sales delivered

Generate leads and retain customers with personalized service. Our agents identify with your customers, which in turn, deepens relationships, earns repeat business and strengthens your brand.

• 40% more qualified sales leads initiated
• 80%+ retention from repeat customers who believe and buy

With our fast and flexible solutions, you can rely on ready resources to handle your needs. Launching a marketing campaign? No problem. Shorthanded for seasonal spikes? No worries.

• 2 to 3 agents for every full-time equivalent
• 3x ramp-up ensures plenty of help on hand

You may assume customer data and company property is safer and more secure in a physical call center. However, based on data in the FBI Uniform Crime Report, work-from-home customer service agents are less likely to commit theft, forgery or fraud. Whether it is higher pay, work-life balance, or more maturity, utilizing a remote  contact center workforce provides the security you and your customers demand.

Here’s how the remote agent numbers compare:

• 300% less likely of theft
• 180% less likely of forgery
• 130% less likely of fraud

Our security is all-encompassing and tested with penetration attempts and vulnerability scans.

• Payment Card Industry Data Security Standard (PCI) Level 1 compliant, with expertise in Health Insurance Portability and Accountability Act (HIPAA) and other industry-specific standards.
• Flexible, scalable, and secure service solutions, fully customized to meet your needs.
• Virtual disaster recovery that takes advantage of a distributed, integrated network of resources—from agents to data to infrastructure.