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.
It’s not an easy decision – choosing a call center service can make or break your entire business. Choose right, and you can successfully outsource a major part of your operations. Choose wrong, and your customers will rapidly lose respect for you.
Your call center is, in many cases, the central channel of interaction between you and your core audiences. According to a recent Deloitte survey, customer interactions will become more complex in the near future, meaning that personal interactions with agents remain more successful than outreach on social media.
Finding the right call center is crucial. Your search deserves to be treated as such.
That means approaching the whole process strategically. Delay signing the dotted line on any contract with a BPO provider until you do these 15 things, crucial actions that can help you choose the right call center service.
Before you even start the research or ask around, focus on your goals. More specifically, define the goals that will guide your search for the right partner.
What, exactly, do you want to accomplish by establishing a call center? Several goals may be relevant here:
Yours may be similar or different from the above. The most important part of this step is making sure that you set your call center goals, and align them with your larger business objectives.
Much like setting your goals, this should be a step straight out of your strategic plan. Defining your target audience helps you find the right call center for several reasons:
The more specific you get here, the better. A close understanding of your audience’s demographics, interests, and pain points helps you ultimately find a call center service that works specifically to solve their needs.
It’s impossible to find a long-term partner in this or any other BPO process if you don’t know how much you can spend.
A specific budget or at least a defined budget range can help you find a service that’s within your budget and fits into your growth strategy, as well. When in doubt, perform some initial research on call center pricing so you know what range you can orient yourself towards. Be cautious of per minute priced services. These budget services tend to be low quality and unreliable.
Don’t partner with a call center that has negative reviews or simply doesn’t have much experience in your industry. The risks to your customer service and satisfaction are simply too big.
Instead, look into track record. Ask prospective partners who some of their clients are. Try to find a call center that’s worked within your industry and has worked with plenty of clients your size and type. That way, the transition to working with you will be minimal for them.
Instead of solely relying on websites and reviews, it pays to go in-depth.
As you begin to consider call centers, ask about references for current clients like you. As soon as you get the contact info, ask a few relevant questions:
Of course, you’re not limited to these questions. Any of the points in this article could be relevant points of conversation. The point is simply to start a conversation that helps you better understand your potential future business partners.
This point goes for both you and the BPO provider:
Naturally, alignment between your plans and those of the BPO provider is vital. A shared future vision (or at least something close to that) greatly increases the likelihood of long-term partnership success.
The name call center is actually misleading. The right partner may offer much more than just phone calls. The top providers in customer care while leverage an omni channel approach.
Email, social media, and self-help knowledge bases are all widely popular among customers today. Depending on the call center service you choose, you may be able to leverage all of them – and more.
You just have to know what to look for. Ask about the full suite of services, not just the phone call component. The added value you might gain with the right partnership will be well worth that research.
Exactly how will the call center work for you? Now is the time to find out. Generally speaking, call centers offer one of two basic agent models:
Which of these models works best for you depends on the complexity of your product and industry, as well as your budget. A partner that offers both depending on needs may be your best choice.
Every service has its limits. That might be the budget you can spend, the amount of time agents can spend on customers on your behalf, or simply total workload coming through for your company.
Your goal in the research phase should be knowing what those limits are, and trying to expand them as much as possible. That maximizes your resources and makes sure the call center continues to make sense as a partner.
This step is as much about the future as it is about the present. Chances are that you’re hoping to grow as a business. Understanding, negotiating, and expanding limits now will allow the partnership to scale with you.
Let’s face it: outsourcing always comes with the challenge of maintaining consistency. Process integration can help you minimize that danger, so make sure you ask the right questions:
The more clarity you can get about these types of integrations, the better. That helps minimize confusion or problems when the contract is signed.
As you look for the right partner, you’ll need to make sure that you get the results you want. A central part of that is understanding how the company you work with will define success.
Almost every contact center reports on call volume. That’s a start, but it won’t be nearly enough to truly estimate your success. Instead, look for a partner that can provide some advanced metrics:
Of course, those are just some examples of relevant metrics. Call centers willing and ready to track and report on them tend to be more credible and more reliable as long-term partners.
Consider it a thorough background check. You’d do it with a new employee, so why not with an entirely new partner working for you?
The background here refers to the reason the call center you consider working with came into being in the first place. Research the founder’s history, as well as the mission and vision of the organization.
Of course, you can also do a little digging on whether your potential partner has ever been in the news for the wrong reason. That, unfortunately, can happen in this industry, whether it be participation in a scam or a security breach.
Your research can lead to quite a few important takeaways. It allows you to get a better idea of the call center’s priorities and credibility, which can, in turn, allow you to be more confident about selecting a long-term partner.
It’s almost impossible for any business partner to know your business, product, goals, and audience as well as you do without training. A call center that just begins to make some phone calls will likely not even remotely be consistent with your own, internal outreach.
That’s what makes training so important in finding a BPO partner like this.
As you begin to consider potential partners, ask about training processes. Make sure that you know exactly how the agents will be trained, both initially and on an ongoing basis, to better represent your company. That training might include:
Ask about more than just whether training is available. Try to dig deep into what, exactly, those training processes will be. That allows you to make sure that the company you’re about to work with is serious about synergy and integration.
We touched on it above, but it bears examining further: culture absolutely matters when it comes to a call center you’re looking to partner with.
It’s about more than just making sure the agents that will be calling on your behalf are happy. As Tiffany Apczynski explains in HR Technologist,
With customer service becoming the most important vehicle for a company to keep brand promises and maintain customer trust, the folks behind the headsets need to replenish that empathy well that they quickly can exhaust.
Happy employees are more productive. They’re more likely to calmy guide an upset customer through a major issue. Ultimately, they play a significant role in driving customer happiness and retention.
Finally, it’s impossible to complete your preparation in hiring a call center the right way if you don’t keep security in mind. This is, in many ways, the difference-maker between a good and a bad partner.
Call centers handle sensitive customer data on a daily basis. They will store and transmit that data to you. For the sake of your own and your customers’ integrity, you have to choose a partner that you can trust in that effort.
Ask about security protocols. Don’t be afraid to get specific about encryptions, data security training, and other details. Work only with a partner who values data security as much as you do.
The last thing you want when it comes to a call center is buyer’s remorse.
This is about more than a simple mistake you can easily rectify. Once you hire the wrong partner, the consequences for your company – from brand equity to data security – could be severe.
Fortunately, it’s far from impossible to avoid those dangers. You just have to know what steps to take.
That means doing some research. It means asking the right questions. It means doing your due diligence BEFORE you choose the call center of your future.
Get it right, and you have a reliable partner on your hands for years to come. With the above steps, you can make sure that you truly leverage the many benefits of an outsourced call center for your own business.