About
The Connection is an award winning, U.S.-based outsourced contact center service provider. The Connection provides extensive sales and customer support specializing in inbound and outbound teleservices, email response, live web chat and interactive voice response (IVR) services. With multiple contact centers located throughout the United States, The Connection provides uninterrupted 24×7 support 365 days each year. The Connection has provided contact center support since 1981. Industries include: telecom, wireless, cable, broadband, healthcare, pharmaceutical, insurance, financial services, tourism, government, Internet retailers, catalog, publishing, crisis management and product recall as well as others.
The Connection: Total Contact Center Management
We leverage our expertise to deliver a total package of contact center services and technologies – you can be certain that your contact center partner is representing your brand in the professional manner you expect.
Multichannel Services
Through a broad range of multichannel touch points such as phone, email response, live web chat, social media monitoring and interactive voice response (IVR), The Connection works with leading organizations to deliver enhanced customer satisfaction, brand loyalty and retention. We specialize in customer service, technical support/help desk services and sales conversions.
Workforce Optimization and Scalability
Our sophisticated call routing system directs calls to agents based on skills and experience as well as traffic demands – we analyze and optimize your staffing cost-efficiencies without compromising quality to ensure maximum agent utilization. The Connection can handle over 100 million calls per year through multiple U.S.-based facilities and can quickly add agents to cover significant increases in your contact volume.
Superior Agent Training and Quality Assurance Monitoring
The Connection customizes agent training to your specifications and standards. Our proprietary, web-based quality management tool enables us- and you- to continuously track individual calls, trends, and overall agent performance. Professional, well-trained agents are the foundation of a strong, long-term partnership.
The Connection has taken quality assurance beyond quality monitoring, and into total quality management. Through the use of our quality web tool Connection Quality Monitoring (CQM), participants are able to monitor calls, complete monitoring forms, provide agent feedback, and analyze results. Team Supervisors are empowered with the tools to monitor and mentor agents by focusing on and analyzing the areas of success, as well as those that need improvement. The quality web tool allows Team Supervisors to mentor and track agents on individual client calls, as well as overall call performance. Tracking and analysis is part of the everyday world that the agents and Team Supervisors work in, reinforcing quality as job one.
Proactive Account Management
Your National Account Manager (NAM) is directly responsible for ensuring peak performance. Your NAM will work proactively with you to maximize efficiencies and see that your contact services keep pace with your evolving needs. Your NAM is your single point of contact and on-site program manager.
State-of-the-art Technology
The Connection IT department has over 130 years of combined technical expertise, and consults with you to provide the creative and customized solutions you need. Our customized dynamic voice and data technology gives you complete redundancy and enhanced security – keeping your business online and your data secure 24/7, 365 days a year.
