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.
An In Depth Interview with Logan Rush, Founder and CEO of Millennial Services
Great customer service is all about white glove service. Today’s customers, almost regardless of industry, expect to be treated with a level of personalization and customization that seemed impossible just a few years ago. Naturally, that type of service should be at the center of your search for a call center provider.
But how do you get there? With so many services available that all claim to be the best, how can you make sure that the partner you choose can actually help you meet and exceed your customers’ expectations, and build a program that truly caters to your business and customers?
According to one survey, 96% of consumers say that customer service is a core factor in determining their brand loyalty. That’s probably why companies who establish a customer service mindset achieve revenues that are, on average, 4% to 8% higher than those who don’t.
Getting there, though, is not easy. You need the right partners, which means finding a call center provider who can help you treat your customers the way they deserve. How do you get there?
Recently, Millennial Services had the chance to sit down with Logan Rush, our Founder and CEO. We asked him what businesses seeking a call center provider needed to know.
The first step is simple: it consists entirely of alignment. You have to make sure that what you’re looking for in a call center is what you’re looking for from a business perspective.
Let’s put that in more real terms. If your core business goal is making a difference in the world, you need to find a call center that can help you build on those values. If it’s rapid growth, a quick resolution of problems may be more central. And of course, a focus on white glove service as a differentiator requires call center agents who focus all of their energy on just that.
So, check your business goals. Then, take a close look at exactly what you are looking for in a call center. If the two align, you’re ready to start finding potential providers for your white glove call services.
It absolutely does. In customer service, as in marketing, defining your target audience should be one of your first steps as you look for potential partners and outreach strategies.
The type of customer who might be calling in should play a major role in the call center you choose. Some providers and services focus on specific industries. They all have preferred languages, so be sure you know exactly what your geography looks like.
A definition of your target audience, though, should not just include basic demographics and location. Where possible, try to understand as much as you can about their preferences, likes, and dislikes. The more you know, the more likely you’ll be able to find a partner who has experience in working with exactly that type of audience and maximizing your customer service as a result.
Outsourcing your call center services costs less than hiring full-time customer service agent positions, but it’s still an investment. Meanwhile, the world of providers is vast, leading to potentially significant gaps between the services you’re looking to hire and the budget required to get those services.
There’s one way to prevent that, though: set your budget before you begin to reach out to potential services. Make sure you know exactly how much to spend on customer service. Chances are that you will find a provider within your budget range, as long as you’re realistic about it. That way, you can limit your search to your most realistic options and stay within your means.
The above steps and tips are all designed to set the baseline. At this point, it’s time to narrow down your short list to a group of providers that match these parameters, so you can further investigate.
Remember: the most important piece of the equation is finding a call center who can provide you and your customers exactly the service you need to build satisfaction and brand loyalty. That makes the first part of the criteria set simple: look for a track record of success in this area.
You can find that track record through case studies and on third-party review sites. Customer reviews published by the provider can help provide an initial picture, as well. The more data you can find, the better prepared you’ll be to judge the track records of any potential partner you’re considering.
That leads us to the second part of the criteria set: background research. Find out as much as you can about potential providers, from their history to their philosophy. This is where you can begin to match your call center goals to services who are set up to support them. You’ll also learn about agent qualifications and language skills, helping you align the call center provider with your audience.
That’s the million dollar question. Many businesses, when looking to approach the search for the right call center provider correctly, get the above steps right. However, it’s just as important to understand what to ask for when talking to the companies on your shortlist looking to provide call services for you.
It’s more than just a single question, too. If possible, come prepared with a number of questions, all aimed to help you select the best white glove call center possible. The final section of questions depends on your situation, but they should at least cover the following:
References are the absolute key to finding the right call center for your needs. They can provide a business with a third-party, independent opinion on past performance and client satisfaction. Ideally, ask for references of past or current clients in your industry to get a better, more objective picture of the performance and business relationship the call center provider can provide.
Depending on the providers on your list, you may come across a number of different ways in which the call center directs its agents to serve its clients. At its core, though, those options tend to break into two basic models:
As you go through the call centers on your list, be sure to learn about their agent models and associated costs. Some may offer both, which means it’s on you to decide what model works best for your needs.
Yes, your call center’s culture matters to finding the right partner as well, and that goes beyond simple outcomes like work ethic. The best call centers establish a culture that accomplishes two things:
Here’s the deal, though: every call center you ask about these topics specifically will tell you what you want to hear. Instead, ask more generally about their culture and see if their dual priority on agent and customer satisfaction shines through in their response.
Modern customer service is about much more than just a call-in hotline. It’s a multi-channel effort, meeting your audience where they are when they have a question or problem. Different providers have very different abilities and capabilities to meet these needs.
It’s on you to determine whether their scope lines up with your expectations. Ask about their abilities for both inbound and outbound calling, social media, live chat, and other channels your audience might be looking for. As you learn more about their potential scope, you’ll become more likely to find a partner who matches your needs.
This is one question I feel many businesses leave out, but it’s an important consideration for any potential partnership with a call center. Every partnership, service, and budget is defined by its limits. It’s important to understand exactly what those limits are before any work starts.
Talk about service levels, and what increasing service levels would do to your budgets. Understand exactly how much time agents can spend on your account. Learn about potential channel expansions, and how they would affect the contract. Then, use the information you gain to make a more informed decision about what partner you sign with.
It’s important to learn about not just what your potential partner can offer now, but what they plan to have in stock in the near future. They might be planning to open new call centers and hire new agents, branch into new industries, or expand their channel services.
Either way, you’ll want to know. The best business-call center relationships are long-term, and asking this question can help you ensure that you’ll be just as satisfied with your customer service partner in five years as you are now.
That’s a great question. So far, we’ve covered getting to the right partner. But it’s just as important to make sure that you get the onboarding right.
Of course, that’s easier said than done. Don’t assume that just because you’re prepared to sign the contract, everything is smooth sailing. You still have to take a few steps to steer the ship into that direction. Those steps will need to include:
It doesn’t hurt to prepare for these steps before you make the final decision, either. Start thinking early about the types of training sessions you need, and what KPIs allow you to align call center success with business success.
Absolutely. It’s probably the final piece of the puzzle. After all, this is a partner who will almost constantly handle sensitive information submitted by your core stakeholders, your customers. Agents need to be trusted with confidential information, and the systems need to be in place to securely transfer data without breaches.
To make sure you keep data integrity in place, ask about security as you choose and onboard your new call center provider. Learn about their protocols and software, along with specific nuances like the types of training their agents go through to ensure security. You’ll find out quickly whether the partner you’re about to choose appropriately prioritizes security in their work with clients and customers.
Learn more about how Millennial Services can take you through a successful call center transition.