Contact Center Services
The Connection has extensive experience providing outsourced multichannel contact center solutions for many leading direct marketing companies. Our customized agent training and advanced technology allows us to deliver an unparalleled customer experience while increasing sales and upsell conversions, improving first-call resolution rates, and decreasing average call handle time. With a string of industry awards for quality and performance, we have the expertise, flexibility, and capacity to handle your sales and customer service needs with the dedication you would expect from an industry leader.
100% U.S.-based contact center-- providing professionally trained agents who answer calls 24 hours a day, 365 days a year.
Multichannel services- providing sales and customer service through voice, live web chat, email response, and interactive voice response channels
Capacity and scalability- providing the capacity to handle over 100 million calls per year and the ability to add agents efficiently and seamlessly at our U.S. - based facilities.
Proactive account management- optimizing your success through a flexible, consultative account management team with a focus on quality and results.
Detailed reporting and call monitoring- ensuring quality and performance through on-demand reporting, web-based agent quality scorecard and live or recorded call monitoring.
Workforce optimization- lowering your costs by maximizing agent utilization efficiencies.
Customized agent training- Developing customized training based on your brand and company culture.
Advanced technology and technical integration- leveraging skills-based routing to direct calls to the best-qualified agents while accessing your internal CRM system in real time.