Inbound/Outbound Call Center Services and Call Center Outsourcing

Multichannel

Multichannel Capabilities

We have the multichannel services you need to succeed. From phone, e-mail response, and live chat to IVR (interactive voice response) and social media functions, our skilled agents will bring you the highest quality services available in the industry. When you call, ask about our sales, sales-leads generation, customer care, help desk and technical support specialties.

Inbound Calls

Inbound Calls

The Connection offers a number of services that are fully integrated and customizable to your specific needs. Throughout the United States, we operate four fully staffed offices with a total of 1,000-plus workstations to interact with your customers 24/7, all year long.

As one of the nation’s largest contact centers, The Connection receives over 100 million calls every year. This capacity, along with our state-of-the-art telecommunications systems, unmatched service and years of experience are some of the reasons clients choose us. Our goal every day is not to meet our customers’ expectations but to exceed them.

With The Connection on your side, you have the advantage of highly trained personnel who can provide solutions to all your customer communications needs. Please click the link to learn more about our inbound call center services.

IVR

IVR (interactive voice response)

The Connection has internal IVR capabilities integrated through our Aspect ACD including menu prompts, custom messaging and information delivery, call routing and prioritization, and information capture. We primarily utilize our IVR/VRU for front-end messages or call routing options such as:

  • • Press 1 for customer service, press 2 for sales,
  • • Forced messages
  • • etc.

Through the use of our cloud based, vendor partners we have the ability to provide additional IVR capabilities. Please click the link to learn more about interactive voice response services.

Email Services

E-mail Services

The Connection utilizes eGain Mail, the leading e-mail response management application. We provide a variety of configurations and a spell check program as well as auto suggest, auto acknowledgement and auto reply functions. The capability exists to create protocols for the routing and delivery of e-mail to pre-selected phone personnel. Please click the link to learn more about email response services.

Web Chat

Live Web Chat

The Connection uses live web chat technology to communicate with our customers’ prospects and customers. Working from scripts or information you provide, we are experts at enhancing sales conversion rates in virtually any sales arena. Your customers will appreciate being able to speak to a representative through live web chat 24 hours a day. Please click to learn more about our live web chat services.

Multilingual Support

Bilingual/Multilingual Services

The Connection provides English, Spanish and French speaking agents in-house. As with all of our phone agents, those who perform bilingual services are highly trained, professional and courteous throughout every call.

Emergency Support

Emergency/Disaster Support

The Connection serves medium sized businesses all the way up to Fortune 500 companies with support during a crisis. Whether it is a fire, flood or other disaster, the recall of a product, a class action lawsuit, a data breach or any other incident, count on us to be there to provide information, route callers and deliver prompt messages. Our proactive approach allows us to perform efficiently for our clients around the clock, taking the burden of managing communications off of them and letting them focus totally on the crisis at hand. Please click here to learn more about our crisis management call center services.

Order Processing

Order-processing and Fulfillment Services

The Connection is aligned with a top fulfillment-service firm with extensive experience in working with Fortune 1000 companies. This firm is among the largest in the U.S. that performs both marketing and fulfillment. Through this partnership, our customers can free up time they would have to spend on order-processing and fulfillment and focus more on continuing to build their businesses.

Outbound Calls

Outbound Calling

We have you covered with the most comprehensive outbound calling services available. As with our inbound services, we work in both the B2B and B2C arenas with outbound calling. Whatever your needs, we can supply the technology and experience to enhance your telemarketing, customer follow-up, survey and nonprofit outreach tasks. Please click the link to learn more about outbound call center services.