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.
As a business grows, the time will eventually come where outsourcing some services is the best way to increase capacity. This is an incredible way to manage a scaling business, but choosing the right call center company can make or break your success. Know the traits to look for and you’ll be prepared to make the best decision possible.
Choosing a call center company comes with a wide margin of error.
As you scale your business, you need to look into outsourcing some of the services you provide. But you can’t risk losing the quality and expectations you’ve built up with your customers and in the industry.
Growing businesses who need to outsource some of their marketing and customer service efforts continually face this problem. It’s far from impossible to solve. But you do need to know what to look for.
Call centers specifically come in all shapes and sizes. Choose wrong, and your credibility could be in danger. Choose right, and you gain a reliable partner in growing your business.
You’re not on your own. In fact, you can make a more informed decision if you know what to look for.
If you’re looking to leverage the benefits of call center outsourcing, this is a great place to start. The top providers of outsourced business processes tend to share a number of traits that you can use for comparisons.
If a company you’re looking into shares these traits, you’re in luck! You’ve found a partner who can help you reliably grow your business.
Let’s start with the obvious. Any call center company you even consider has to have a history in the field.
That history allows you to make better judgment calls. Can you actually trust what they’re telling you they’ll deliver? Are you able to build on their history for your own benefit?
You can find your call center’s track record through a number of factors:
You don’t have to choose the BPO company with the longest history. But you should limit your choices to at least a base level of experience that’s relevant to you.
Ask for the contact info of current clients, then give them a call. You’ll learn a lot more from independent third parties than you ever could from the call center itself.
It’s what’s behind the curtain. Your call center’s infrastructure may not be visible to you, but it determines much of what will make it successful.
The best call center companies have the right infrastructure in place. They use it to effectively manage their call volume and queue, telephone integration, and more.
Advanced infrastructure elements may include social media monitoring, speech recognition, and more. Together, they help your future BPO partner take good care of any incoming and outgoing calls.
Ask about the software and hardware any potential call center uses. You don’t have to know the details. Just some basic research on it can tell you a lot about the infrastructure and thought behind it.
The location of the call center you’re considering should play a core role in the decision process. Closer is always better, especially when it comes to your customer base.
What matters here is not proximity to your company, but to your customers. That proximity needs to be both physical and cultural, for a few reasons:
Then there’s the language component. 74% of customers are more likely to stick with you if their after-sales support is offered in their native language. Agents who speak your audience’s language can go a long way in choosing the right provider.
Ask about the primary language of the agents who’ll be working on your behalf. Non-native speakers can be effective too, but they should be easy to understand by any customers calling in.
It’s not a pretty picture. According to security experts, call centers tend to be the weakest link in the effort to protect and improve cybersecurity.
It doesn’t have to be that way. If you approach it the right way, your call center data can be safe.
You just have to find the right partner.
As you look for call center companies, make security a point of emphasis. Ask about the security of the center’s software, and the measures being taken to keep your data safe if you’re storing customer information with your third party provider. Additional, make sure the call center agents are put through some form of acceptable data use training.
The best potential partners know how to answer these questions. They have a plan in place. Stay away from those that don’t.
When in doubt, ask about the track record. Have there been any breaches? If so, what improvements have been made? If not, what has the call center done right to prevent them?
Most, if not all, call center companies provide some reporting on their work for you. Only the best collect and report analytics that actually provide valuable data.
That means going beyond call volume. Ideally, your partner should track at least some combination of the following:
Analytics are changing the way call centers operate. Whether or not you choose the right BPO partner may well come down to whether they’re on the front or back end of that trend.
You don’t have to take their word for it. Simply ask any call center company you’re considering for a sample report they share with clients. Make sure it matches what you need to evaluate the effectiveness of your marketing and customer service.
As they complete inbound and/or outbound calls for you, the call center agents working on your behalf will collect a large volume of data. What happens to it?
It seems like an obscure question. In reality, it’s a core success metric.
Customer Relationship Management (CRM) is becoming more comprehensive. Industry leaders are adopting life cycle approaches that track every interaction your customers have with you, from the first time they get in touch.
Naturally, your call center is a crucial part of that relationship. You want to know about a problem a customer is facing or a question they have before a new purchase.
How does that data flow back to you? How can your outsourced call center’s software interact with your own? The best alternatives have systems in place that automate this data flow and integrate their systems with your own.
– how does data flow back to you? What data can you get?
Start with your own software. Ask whether your potential partner can integrate with it, and what integrations they offer in general. That alone can help you understand the integration possibilities.
Practice makes perfect.
No call center agent will be an expert from the beginning. Especially not in your company and industry. That’s what makes consistent and reliable training so important.
Make sure that the agents working with you will be educated in the general calling best practices. But don’t stop there. Part of the onboarding process should be an in-depth introduction to your company, product, and value proposition.
You may choose to lead it, or your new partner might. It’s the general willingness to engage in training and keep trying to get better that separates great call center companies from the others.
Of course, you can ask about training. But it may be even more helpful to look at past practices. How has the call center treated other clients? Has learning and continuous improvement been a part of those relationships? If the answer is yes, you’re in good hands.
Great management starts at the top, and your outsourced BPO efforts should be no different.
Everyone in the organizational hierarchy, from shift managers all the way to the CEO, should be reliable and trustworthy. They should be able to have a conversation with you. And of course, they should have the expertise necessary to succeed.
That sounds obvious, but it isn’t always the case. Too often, you hear from few others beyond your account service rep.
It’s easy to change that if you know what to look and ask for. The simple willingness to provide access to the actual managership and leadership can go a long way in determining whether this is the right BPO partner for you.
Just talk to the right people. There is no quantitative metric of checkmark that discerns the right leadership, but a simple conversation with that leadership can go a long way.
Not all call center companies offer comprehensive add-on services in addition to their core process. This should not be a make-or-break question. Still, depending on your needs, the services offered may help you choose the right partner.
Depending on the company you choose, you may find a number of add-on services that can improve the way in which they work for you:
One or more of these services may be enough to serve your needs. Go into the search process with a clear idea of what those needs are, then find a partner who can help you fill them.
If a call center company offers these types of add-ons, chances are they’re proud of them. Finding out about them might be as simple as checking their website and checking for these services.
Finally, and naturally, the price has to be right. The right partner can offer affordable services that don’t break your budget.
That might seem obvious, but becomes crucial as you look to future growth. Initially affordable prices may become less favorable once the call volume increases.
That’s why the right BPO partner has a pricing structure that grows with you. They start with affordability, but are able to scale that up naturally and with your increasing profits.
It’s not always easy to find out whether that’s the case. Still, it’s a crucial step. Even the best call center partner that hits all of the above points won’t bring value if their pricing is just too high for your business model and revenue.
Fortunately, this final point is easy to find out. Ask for a quote. Make sure that quote accounts for both your current situation and potential future growth. Ask questions about the quote if possible. Do your due diligence on making sure the cost is right.
It’s not easy. The margin of error is wide. Still, it’s possible to hit the mark when choosing a call center company that truly drives your business forward.
Start with a list of potential partners based on your research. Then, compare these options against each other using the ten above criteria. From the right leadership to the right reports and the right costs, make sure any potential BPO partner has exactly what you need.
You’ll find a surprisingly low number of BPO providers who hit most or all of these criteria. Hone in on them. Move to personal conversations and evaluations of the business fit.
That, ultimately, is how you get to better business process outsourcing when choosing a call center company. It takes work, and you have to stay disciplined. The result, though, is almost guaranteed success in outsourcing this crucial process in both your marketing and customer service areas.
When in doubt, dig deeper. References always help, and so do independent reviews by third-party websites. The more intelligence you gather, and the more information you have to look for these top 10 traits, the more likely you’ll be to find a partner that helps your business succeed and grow.