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Why Choose The Connection®?

The Connection® is an award winning, U. S. based outsource contact center service with over 30 years of extensive customer service, technical support and sales experience. Our specialties include inbound teleservices, email response, live web chat, social media monitoring and interactive voice response (IVR) services.

Continually ranked as one of the TOP 50 best outsource service agencies in the country by Customer Inter@ction Solutions Magazine, as well as a distinguished MVP Quality Award winner for the last 5 years, our reputation precedes us. Our commitment to best practices, providing the highest levels of quality, standards of excellence and superior customer service remains our core foundation.

Personalized Hands-On Management

The Connection® is 100% client focused. We have created a culture and environment open to and encouraging direct and frequent client communication. From our CEO and senior managers, to our front-line customer service representatives, we value our partnerships first and foremost. The importance of serving to satisfy you, as well as your customers with the same standard of excellence and care is critical to our mission.

Key Strengths of The Connection

Flexibility and Capacity:
The Connection has multiple facilities thoughout the country, offering your organization over 1200 workstations. We are capable of rapidly scaling to meet your increased call volume demands.

Measurable Performance Results:
The Connection works with you to create specific service performance goals and KPIs. We manage your metrics with real time, web-based reporting and tracking tools that provide you with clear visibility to our current performance levels.

Performance Training and Quality Monitoring:
Every agent goes through extensive training, learning the clients culture and core performance objectives. Our Quality Assurance staff monitors agents daily utilizing our Web Quality Portal so our clients have full visibility to the daily performance and quality scores of our agents.

Customized to Fit Your Needs:
We frame your business goals and design a plan with our recommendations and the criteria you choose.