Retailing and Consumer Products
The Connection has extensive experience providing outsourced multichannel contact center solutions for many leading retailing, catalog and consumer products companies. Our customized agent training and advanced technology allows us to deliver an unparalleled customer experience while increasing sales and upsell conversions, improving first-call resolution rates, and decreasing average call handle time. With a string of industry awards for quality and performance, we have the expertise, flexibility, and capacity to handle your sales and customer service needs with the dedication you would expect from an industry leader.
You Will Benefit From Our Industry Expertise:
- 100% U.S.-based call centers - providing professionally-trained, agents who handle calls 24 hours a day, 365 days a year.
- Capacity and scalability - providing the capacity of over 1,000 workstations to handle over 100 million calls per year with the ability to add agents efficiently and seamlessly at our U.S.-based facilities.
- Multichannel services – providing full service, overflow, after hours and peak volume support while connecting with customers through voice, live web chat and email response.
- Proactive and flexible account management - a single point of contact working to optimize your success through a flexible, consultative approach with a focus on quality and sales results.
- Workforce optimization - lowering your costs by maximizing agent utilization efficiencies.
- Quality Focused - ensuring quality and performance through web-based, on-demand reporting and live or recorded call monitoring.
Retailing and Consumer Products Services:
Sales, Upsells & Cross-sells
Live Web Chat
Interactive Voice Response (IVR)
Social Media Monitoring
Catalog & Mail Order
Direct Response Marketers
“We outsource over 90% of our Sales and Customer Service contact center activities. As a result, we are totally reliant upon a strong and stable partner for the health and expansion of our business and the care of our customers. We have been working with The Connection for over 10 years because they have demonstrated the ability to adapt and grow with our changing business needs. The Connection has provided us over the years with a knowledgeable and dedicated group of Sales and Customer Service agents that do an outstanding job of representing our brand and exceeding our call center metrics.”
Vice President /General Manager of a Leading National Manufacturer & Retailer