Outsourced Call Center Services

Direct Response (DRTV) Sales with Upsells	Level I & Level II Technical Support and Product Troubleshooting	Bilingual Spanish
Catalog Order Processing	Appointment Setting and Reservations	Dealer Locator Services
Customer Care and Customer Service	Market Research and Surveys	Third Party Verification
Customer Retention	Interactive Voice Services	Outbound Teleservices
Lead Generation and Qualification	Overflow and After Hours Services	Sales with Upsells

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 27 years of extensive inbound experience and knowledge in call center services, with a variety of applications in both the business-to-business and business-to-consumer markets. With six call center facilities and over 1,200 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

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.

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.)

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.

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.