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.
Think about it. The professionals answering the phone and making calls on your behalf don’t know your business as well as you do. And yet, they need to appear as credible representatives of your company.
You know it saves you time and resources. You might even be aware of the other benefits of call center outsourcing. And yet, you can’t get the stigma out of your head.
Outsourcing your customer service drags down its quality. Your customers will hate it.
Obvious revelation: we don’t believe that’s true. In fact, we can prove it.
But good quality outsourcing doesn’t happen on its own.
It starts with finding the right partner but has to include processes as well. The simple fact that others outside of your organization now handle those calls doesn’t mean that you can sit back and relax entirely.
In other words, you have to work for it. Yes, your business process outsourcing (BPO) will save you time and money. But the only way you can truly leverage its benefits is to follow two basic principles:
That doesn’t happen automatically. You need a process, and you need to make sure that process includes comprehensive quality assurance.
Process means standardization. It means making sure that the right steps are in place to build a better customer experience. For these 5 reasons, it can make or break your entire BPO strategy. Let’s get started.
We’ll dive deeper into what some of these processes look like in more detail below. For now, one takeaway is the most important:
If you want to build quality customer service through call center outsourcing, you better have the right processes in place.
Of course, it doesn’t end with process. Quality assurance is an important business component everywhere, but especially when you’re working with external companies.
Think about it. Would you really want to send your customers to a group of external professionals without any assurance that they’ll be treated the right way?
Process sets the baseline. But that only matters if part of that process is a consistent QA strategy designed to ensure both short-term and long-term success.
The goals of that strategy are simple. It’s a way to ensure that you actually reach your customer service goals. It’s a prompt to find weak sources in your call center and make improvements. And of course, it’s an opportunity to check whether you’re getting your money’s worth.
The benefit of good QA processes is clear. But just what are you actually solving for? In other words, what metrics should you track to verify that your call center outsourcing is working?
Traditionally, the answer to this has always included a few common key performance indicators (KPIs):
These metrics won’t stop mattering anytime soon. They’re all valuable. And yet, there are some signs that the industry is changing.
First, consider recent customer service QA trends that move away from speed. Studies now suggest that a customer who has to wait longer will not necessarily be upset if it means their problem is truly solved.
Success, in other words, is increasingly based on total value. That puts the onus on call centers training their agents not just to get off the phone quickly, but to truly care about their clients.
Customer service preferences are also changing in other ways. As tech entrepreneur Mikhail Naumov points out, the on-demand economy has resulted in companies no longer just dealing with customers when it comes to complaints:
Customers can simply outsource their complaints to a third party. Need a refund for a delayed flight? Simply ping the third party, and have them contact the company on your behalf while you move on with your life.
This is the basic, and extremely powerful, value proposition of the On-Demand economy – and it’s going to have serious consequences for the contact center.
Multi-faceted audiences combine with an increasing emphasis on value to make one thing clear: a simple monthly report on total calls taken is no longer enough. True quality assurance goes much deeper.
The baseline is set. You know that process matters, and you understand how that process must lead to good quality assurance.
Now, let’s examine what that actually means, in real life.
We’ll start with a disclaimer: the below is just the beginning. Each hypothetical scenario carries with it the basic principles and best practices mentioned above. And yet, there are countless others like them. Keep that in mind as you dig in.
Training is perhaps the most basic call center process available. Every agent answering the phone on your company’s behalf needs to know your product or service as well as your brand. The more you can standardize it, the better.
Effective agent training focuses on hard skills like product knowledge as well as soft skills like communication. Your brand voice and tone starts to become important, too. Every agent should receive the same training.
Imagine the possibilities with a process you don’t have to build from scratch every time. Every new agent receives a few standard modules for onboarding, and every continuing agent receives updates when they’re relevant.
Everyone is on the same page, raising the level of service in the process.
What you know is important. Transferring that to anyone who will speak on your behalf matters at least as much.
That’s true for general business principles, which should be part of the training regimen. But business doesn’t stand still. Ongoing communication between agents and headquarters has to be a regular process.
That might come in the form of a knowledge base accessible to all agents. It might be a digest shared on a regular basis. Conference calls can also help. The more you standardize that process, the better.
Both of the above are basic BPO processes that can improve communications. Now, it’s time to dive deeper into the QA needs and opportunities connected with call center outsourcing.
That means building specific KPIs that you need your contact center to hit on a monthly and annual basis. How you set those KPIs, of course, can determine how well you can actually track your success.
Keep a few principles in mind. Heads-up: we’ve already mentioned some of these above.
The process of setting KPIs should happen at the beginning of the relationship with any external vendor or partner. They act as the foundation for the entire relationship.
As the foundation, they’re just the beginning. The next most important process is setting up results to track progress towards them.
That means setting up a comprehensive reporting structure. Make sure you understand how frequently you will see the reports, and exactly what you’ll be able to gain from them.
Here’s the kicker: almost every call center you work with offers some kind of reporting about their work on your behalf. The content of those reports matters at least as much as the mere fact they’re sending them.
Set your expectations early. More frequent reports lead to more agility to make changes if needed. More in-depth reports allow you to gain true insight into how the call center is performing for your company.
What technology platforms is your call center using to transmit data to you? How can that same technology benefit you in sending back valuable knowledge, information, and feedback?
It’s almost impossible to manage a modern call center relationship without that technology in place.
Done right, it becomes more than just a process. Technology becomes the conduit that guides all communications and QA efforts.
But that’s not a given. You have to make it a priority and a continuous discussion point. The more you know about the technology used, and the details of its use, the more valuable you can make it as part of the larger process.
Finally, it’s absolutely vital to have a feedback loop in place. Think about it: how much better could your customer service be if you consistently hear from your front-line agents?
Make it easy for anyone working on your account to feed you back input on their conversations:
Part of the feedback loop may be a survey filled out by each agent after each call to rate the quality, mirroring QA processes on the customer end.
Setting up this loop, and building it to a spot where it leads to consistent feedback, takes time. But it will be an important part of ensuring the quality and value of your outsourced call center.
We know that customers care about value. They consider the single most important component of any interaction with your company. All of your business processes, especially those handled by outside vendors, need to follow that trend.
A value-focused approach to call center outsourcing has to be consistent. It has to place the customer first and act as a natural extension of your business.
That’s impossible without quality assurance systems, which are in turn impossible without the right processes in place.
The good news is that getting there doesn’t have to be impossible. In fact, a few basic steps can help you maximize your opportunities in that value-focused approach.
That’s how we get back to finding the right partner.