You’ve created a brand with a great reputation. You are a caring, customer-focused business. It’s now about leverage and scale. You’re searching for an outsourced call center but it’s really an experience center that you have in mind.
THAT’S WHERE WE COME IN!
OUR ENERGETIC PEOPLE & CULTURE
Your account, led by high quality management and staff who care for your Brand within an upbeat environment, includes:
- Hand-selected Project Manager
- Brand Specialists who are invested in promoting your Brand & delivering exceptional customer experience.
- Executive leadership that is engaged with your business and aligned to your interests.
- An infrastructure team with deep experience in operational design that leverages your level of involvement in operations.
- Training by professionals that provides knowledge of products, processes, culture and compliance.
- A Proactive Partner dedicated to bringing actionable insights to your attention that can enhance your Brand’s performance.
- A Vibrant Culture that fosters creativity, innovation and team spirit
AMAZING CALL CENTER TECHNOLOGY
Global Response has invested heavily in technology, security and business intelligence. We feature:
- Enterprise Infrastructure Services based on UCCE
- Onsite engineering teams for provision of skills-based ACD routing, callback & transfer capabilities
- Self-service interactive voice response (IVR) comprehensive reporting
- Expanding capabilities to include artificial intelligence (AI) & chatbot
- Calabrio Workforce Management for Quality Assurance including call recording, scoring, forecasting, scheduling, adherence & analytics
- Highly tenured Technical Support with years of experience integrating third-party systems
- Business minded focus groups & customer surveys
- Secure hardened physical site & technical infrastructure
PERSONALIZED CONTACT CENTER PROCESS
We collaborate with your team to deliver systems and workflow best suited to your business. We establish a plan to ensure your Brand’s optimal operations. We provide:
- A Highly-strict structure that features Executive Business Reviews & Strategic Planning
- Implementation & development including experienced certified personnel in Customer Experience Management
- Expertise in eCommerce customer care, order management, upsell cross sell strategies & social media customer service
- Workforce Management that collaborates you & us on recruitment, forecasting, real-time monitoring & scaling staffing needs
- Call Center Quality Assurance that drives your team’s best performance & engagement
- Product displays to support our Brand Specialists as they proudly represent in your Brand
- Customized programs to your business needs with a competitive cost structure
WHAT’S THE NEXT STEP?
Outsourcing can be a complex process. A committed, vested partnership is the most satisfying outcome of this process. And while technical specifications, quotes and process reviews are an essential part of the process, the key component of any engagement is fit.
We firmly believe that a site visit provides the greatest opportunity to demonstrate our capabilities. You will have the opportunity to meet our team and experience our enthusiasm, Brand passion and commitment to service.