Inbound Call Center Services
At The Connection®, we offer fully integrated customer relationship management (CRM) solutions to assist your company in growing and maintaining your customer base.
We offer over 29 years of extensive inbound experience and knowledge in call center services, with a variety of applications in both the business-to-consumer and business-to-business markets. With four call center facilities and over 1,100 workstations, we have the capacity to handle over 100 million calls each year. This capacity provides our clients with the best of all worlds; superior quality, experience and "hands on" service coupled with the advanced technical capabilities of the finest call centers in the United States.
We work hard to assure that we not only meet, but exceed your company’s expectations. Our experienced call center professionals deliver effective customer solutions by maintaining superiority in all areas of our operations
Outbound Teleservices
In conjunction with your inbound program, The Connection® can assist with your outbound teleservices needs as well. We have extensive experience with a variety of outbound call types in the areas of business-to-business and business-to-consumer marketing. Our outbound experience, combined with our advanced technical solutions and our commitment to quality, has helped us achieve exceptional results for our clients.
Interactive Voice Response (IVR)
The Connection® has experience with several types of IVR applications to support our live-operator inbound call center services. We support over 15 types of applications, including name capture, forced pre-call messages, information delivery, menu routing, warm transfers, and others. We handle several thousands of IVR calls in a day. We have IVR capabilities on site through our Aspect ACD in conjunction with live operator programs to assist clients in reducing costs associated with basic and/or repetitive call requests. We primarily utilize our IVR/VRU for front-end messages or call routing options. (i.e., press 1 for customer service, press 2 for sales, etc.)
E-Mail Response
The Connection® currently has email and additional web capabilities from all agent desktops. We offer clients extensive web technology that allows customers’ interaction with call centers through both email and web sites. We use eGain, an industry leading email response system that can provide auto acknowledgement, auto suggest, auto reply configurations and spell check. We can also create rules-based routing of all emails to prioritize and deliver emails to the appropriate agents.
Live Web Chat
The Connection® contact center agents will communicate with your website prospects through advanced live web chat functions to turn web shoppers into buyers - increasing sales conversions and enhancing the customer service experience on your website.
Bilingual
The Connection works hand-in-hand with many leading Fortune 500 companies, handling millions of bilingual (English & Spanish) customer service, sales and upsell calls each year. With over 29 years of award-winning call center experience, we will proactively exceed your business objectives and goals through superior account management, bilingual customer service, sales certified agents and with state-of-the-art-technology.
Crisis Management
At The Connection, we work hand-in hand with many of the leading Fortune 500 companies providing uninterrupted customer support specializing in crisis management, incident response, class action settlements and product recall services for their business needs. With over 29 years of award-winning call center experience, we have the expertise to proactively exceed your business objectives and goals through superior account management, customer service/crisis management certified agents and state-of-the-art technology.
Third Party Upsell
The Connection has established a sales based culture that will aid your company by increasing your return on investment. We have the ability to leverage your calls by offering a 3rd party upsell strategy. Each year The Connection handles millions of sales and upsell calls for clients that include 3rd party sales and upsell and 3rd party membership club sales and upsell. By tapping into our extensive experience we can assist you in developing a successful upsell program.
Fulfillment Services
The Connection is partnering with a leading fulfillment services company in order to provide a one-touch point relationship for both call center and fulfillment services. This leading fulfillment company has been providing fulfillment services to Fortune 1000 companies for 24 years and represents one of the largest fulfillment and marketing service centers in the country. |
