The Omnichannel Experience – Our flagship customer support service that includes our multi-channel contact and call center services.
Manage inbound support calls with a 100% US-based workforce and scale your support team as the volume needs of your business change.
From business development and follow-up calls to collections and affiliate marketing, drive improved results for any kind of outbound dialing need.
With 24/7 availability and a 100% English-speaking response team, we learn your internal support policies through a detail-oriented implementation and serve as ambassadors for your brand over email.
Connect your customers with one of our dedicated US-based agents via an online chat window. We’ll utilize existing chat infrastructure or help you create it.
Texts are quick and easy, highly economical, and offer low support costs per customer interaction. Millennial agents are trained to use concise text-friendly language.
With social media being a favorite for customer complaints, having agents ready to assist customers with issues or questions rounds out an Omnichannel Support Experience.
Customer Care is the white-glove version of the traditional customer service arm. Serious about elevating the customer experience? Start thinking about Customer Care.
When customers call, chat, or tweet to cancel, you want to offer them every opportunity to stay with your company. Use our remote Omnichannel US-based agents to maximize customer retention.
Hotel and travel reservations can be complex, so a friendly Millennial agent who embodies hospitality is a great way to simplify the experience for your customer.
Pre-Qualify potential lending, insurance, or other applicants using our agents. We’ll familiarize ourselves with your criteria and log qualified applicants to your system of record or transfer appropriately.
Prospecting or making initial qualification calls? Put our call center services to work on your dialing campaigns and get conversion rates only attainable with a US-based team.
Schedule appointments for your salesforce using our outbound dialing team. Millennial agents are trained on your own sales techniques and product knowledge.
From pre-screening applicants to customer service questions and claims handling, Millennial has deep insurance call center services experience.
Our Omnichannel Support agents talk on the phone or write an email with a smile on their face! We help your customers get excited to book their next trip.
From customer service inquiries to retention and cancellations, the Millennial team trains on your procedures to offer fast and friendly support.
Millennial got its start with reviews giant Angie’s List, so our workforce has a great deal of experience with these online businesses.
With major publication clientele like the Chicago Sun-Times, our agent force has experience with online and offline news customer service.
Online businesses move at break-neck speeds, but sometimes the friendly voice of a live person makes all the difference in ecommerce conversions and product satisfaction.
If you’re an affiliate marketer, your lead handling just got a whole lot simpler. Our agents have extensive performance marketing experience and are familiar with warm transfer programs in many industries.
From release of medical records to pharmaceutical support, our agents are HIPPA compliant and trained to handle confidential medical documents.
Whether for outbound prospecting or for handling inbound customer support needs, Millennial’s remote workforce offers support for several financial services clients.
Our goal is first and foremost a positive experience for our clients and agents. After experiencing our onboarding process, settle in for smooth ongoing contact center operations.
We take great pride in recruiting Millennial agents. With a unique approach for sourcing a home-based Omnichannel workforce, our talent acquisition pipeline is your competitive advantage.
With sophisticated adaptive online learning modules, we train consistently, cut down agent learning curves, and backfill attrition while maximizing breadth and depth of policies and procedures.
The Millennial management team is comprised of implementation experts who guide our agents and work directly with client operations teams during the onboarding process.
Whether you have an existing knowledgebase or not, Millennial’s agents act as knowledgebase champions and will create and update support procedures and policies as your company evolves.
Millennial handles every aspect of agent compensation, including competitive wages and benefits to ensure a happy and productive workforce.
We provide all necessary software solutions to enable a world-class remote call center. The infrastructure is included in your hourly agent fees. Your business is unique and we will use the technology that’s right for your business.
Millennial’s management has a dedicated quality assurance team that’s responsible for monitoring agent adherence to your policies, procedures, and performance expectations.
We measure everything you care about. We’re highly nimble in our reporting capabilities and can customize our analytics to deliver on KPIs that are important to you.
Between agent management, quality assurance, and analytics and reporting, we offer you a dedicated single point of contact to keep track of all the details and assist in running your team.
Our workforce is 100% US-based. We are a distributed (remote) workforce comprised of thousands of agents across a diverse range of disciplines and support channels.
Millennial Services offers outsourced contact center solutions, quality assurance, outbound & inbound call center support, and back office services. The company was founded in February of 2009 by Logan Rush.
Meet the management team dedicated to delivering an unbeatable customer support experience for our clients. Don't take our word for it - you'll quickly find our full-time, US-based management team is our biggest asset.
Looking for flexible work options that offer serious rewards? If you're self-starting, enthusiastic about customer service, and can learn fast, you might fall in love working with Millennial Services.
We love to publish our thoughts in the space. Our management team frequently posts best practices and recommendations for navigating the customer support world.
Looking for ways to elevate your customer service experience, win business, and out-pace the competition in your industry? Visit this page to learn ways to develop valuable insights.
Is 2021 your year for Business Development? Call center outsourcing is an option that’s helping professionals get up to speed fast while improving success rates.
One major mistake organizations regularly make is to task their internal staff with business development. Usually, the skill sets possessed by these staff members are better devoted to other, higher-level priorities. A growing organization is better off focusing its internal staff on specialized functions and hiring a white-glove (turn key) business development call center to focus on the area of business development.
Business development is a specialized subset of organizational theory, business, and commerce. It involves functions and processes intended to develop and promote growth possibilities within and between enterprises; it entails the generation of long-term organizational value from building relationships with consumers to entering and dominating markets. In the most basic terms, business development can be defined as activities or practices by small, medium, or large organizations—either non-profit or for-profit—for the purpose of “developing” their business. Furthermore, business development practices can either be done internally or outsourced to a business development call center.
The terms “business development” and “business developer” have grown to mean different things and are applied in various ways—in practice at least. Generally speaking, in today’s business world, the implementation of business development applications and the business developer include everything from advanced marketing, customer relations, customer development, account management, reputation management, IT-programmers, and much more. Because of this, it is complicated to isolate distinctive characteristics of business development and its functions and whether they succeed in increasing profits. Systematic analysis has for a long time shown that call centers play a significant role in business development.
Starting in the 1960s and lasting through the 1980s, call centers primarily functioned as an off-premises extension (OPX) and were usually provided as a service. In essence, call centers of that period were merely answering services with any number of businesses subscribing to their own OPX. This way, rather than letting customers call into otherwise unattended telephone lines, they would be patched through to a live operator. The operators provided callers with better interactivity than conventional answering machines. Although it was unquestionably more expensive, it offered organizations the advantage of being more prepared to respond to the individual demand of customers 24 hours a day, seven days a week. On top of that, answering service operators were sometimes tasked with telephoning subscribing clients and notifying them of important calls. Organizations that were willing to invest in an answering service experienced substantial growth as compared to organizations that did not.
There is a myth suggesting that the first call center was established by U.S. firm Rockwell in 1973. However, while it is true that Rockwell built the first U.S.-based call center, the first one in the world was introduced by UK-based Birmingham Press and Mail to manage contact with customers. And this was during a time when fewer than 62% of Americans actually had a home phone. Either way, call centers have been around in some form or fashion for well over six decades and show no signs of diminishing. With that said, modern era call centers offer much more than an answering service; they are also much more than customer service. Modern era call centers are everything related to business development wrapped up in a single package. A well-managed, technologically advanced call center provides what many organizations can’t on their own—at least without having to spend hundreds if not millions of dollars to do so.
Company leaders call it by several names—turnover, defection, attrition, churn—but whatever you call it, having existing customers suddenly stop doing business with you is painful. Customer churn is a reality for all organizations, no matter how big or small they are or how successful. Being able to understand what causes formerly loyal customers to suddenly jump ship is critical to long-lasting and sustainable business development. Examples of customer churn include but are not limited to:
According to SuperOffice, a European supplier of CRM solutions to the professional business-to-business market, companies lose $1.6 trillion per year due to customer churn. Additionally, it costs on average five times more to attract new customers than it does to retain the one you already have. Rather than worrying about it on your own, it is a lot better for your organization to allow a business development call center to manage customer churn for you.
Millennial specializes in pre-screening applicants for insurance coverage, disability benefits, financial loans, and much more. Clients set the prerequisites for our call center agents to follow. Whether you’re an insurance underwriter, an attorney dealing with Social Security benefits, a loan officer, or another type of professional who needs to pre-qualify numerous candidates, the efficient support of Millennial helps you stop wasting valuable time, money, and resources on unqualified applicants, enhancing your overall success.
Millennial will continue to work with you as a partner throughout the entire business development process, always assisting you in obtaining the best results possible. Millennial Services is entirely focused on establishing quality assurance, detailed reporting, accurate analytics, and building a solid knowledgebase. Millennial Services is also dedicated to enhancing our customer support standards to deliver the most enjoyable experiences to your esteemed customers.
Millennial Services specializes in “relationship marketing,” which is an aspect of customer relationship management (CRM). It focuses on building long-term relationships with customers and creating brand loyalty. Our business-development call center agents are geared for long-term customer engagement rather than short-term objectives such as customer acquisition and individual sales. Relationship marketing or consumer relationship marketing aims to build strong, stable, and even emotional connections with your customers. This authentic engagement will lead to ongoing business, a lower churn rate leads generated from loyal customers, and word-of-mouth promotion.
Relationship marketing is contrary to the more traditional approach of transactional marketing, which centers around raising the number of individual sales during a specific period. Using the transactional model, the return on investment (ROI) is often insufficient to cover the costs associated with customer acquisition. For example, a customer may be persuaded to choose a specific brand once, but with the absence of a sound relationship marketing strategy, there is a chance they may not return. Even though many enterprises continue to combine transactional and relationship marketing elements, the latter has begun to play a more significant role for many organizations. Millennial will work with your organization to make transitioning to a more relationship marketing strategy easier.
Commercial awareness, drive, creativity, and some analytical tendencies are needed to round out these people-centric professionals.
Creativity is the oxygen of any marketing campaign; it is essential in all phases, from how you appreciate and cooperate with others, to how you comprehend and deal with brand obstacles. It also encompasses devising lasting solutions that will strengthen your brand. Millennial seeks out creative-minded individuals who can be trained to draw on their creativity to generate new, fresh ideas; we encourage our business-development call center agents to push the boundaries of how they view the world—in a world full of automation and virtual bots, your customers will appreciate that human touch.
Here are some of the key skills and characteristics that business development teams bring to the table. Though they work within a set of constraints, these abilities enhance outcomes for the business. The added benefit is that training and recruitment are solely in the hands of the call center team. That’s one less area the business needs to oversee.
Business development teams and their members have to see outside the box. While most team leaders have said “Think outside the box,” few explain how to do so. Millennial Services fosters a culture that stimulates out-of-the-box thinking.
Once someone begins to look outside the box, they start seeing patterns. In other words, they can put that awareness into language that translates into action. Business development skills used for recognizing patterns include:
This means they work well with each team member and think in terms of their interests.
In business, being able to negotiate is indispensable in both informal day-to-day and formal transactions such as brokering conditions of sale, lease, service delivery, and other contracts. A good negotiator contributes markedly to business development success as they help your organization build better customer relationships.
Business development requires team members to be goal-focused.
If your organization is not well organized, tasks can stack up, paperwork gets misplaced, and precious time is wasted unearthing information that should be easily obtainable. Organizational skills can make or break any organization; if implemented correctly, organizational skills can ultimately save your organization time, money, and resources while reducing stress.
A business development call center helps your sales and marketing team increase top-of-funnel conversions. Once they’re in the funnel, the likelihood of a purchase increases. As pointed out by Crazy Egg, founded by British entrepreneur Neil Patel, “The conversion rate from marketing-qualified leads to sales-accepted lead jumps to nearly 60 percent, and more than 50 percent of those make it to the sales-qualified lead stage. The final conversion — from sales-qualified lead to [an] actual sale — reaches nearly 30 percent.” Thus, if you are expecting something from the CARES Act as a small business (fewer than 20 employees) or have stimulus money left over from 2020, a business development call center is a great place to invest. Contact someone here at Millennial today to learn more!