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.
We’re proud to employ over 100 US-Based Agents who have come to love the convenient work that Millennial Services brings. Our agents enjoy a completely virtual environment. It’s extremely rare for our agents to be physically present somewhere other than their home office. Though our workforce is virtual, the team is a very tight knit group to be a part of, with some of our agents having worked with us for almost 10 years.
We’re proud to offer the level of flexibility we do for our workforce and we support our agents to live the lifestyle and schedule that they desire.
To join the candidate list you can complete the candidate application form. From there you will receive an email with a link to the pre-screen form. This is where we determine if your system will meet the needs of our clients. You will be asked to upload pictures of your computer specifications including your RAM and processor information and the results of an internet speed test. We accept both MAC & PC but are unable to work with Chromebooks. We are looking for at least 8 GB of RAM. We are looking for at least 15 Mbps download speed, but this can vary depending on the project. We have one project that requires 20 Mbps download and 10Mbps upload. Please make sure both screenshots are taken from the actual booted up computer you plan to use for work.
If your system meets the specifications, you will be sent to our next step which is a skills assessment. You are given three skills tests to test your customer service skills, your reliability, and your basic computer knowledge. Please make sure you complete the assessment without help from friends or family. The test is timed, and the questions can time out, so we encourage you to work in a quiet area where you can focus on the questions. If your computer skills are evaluated during the orientation process and it is determined that they are subpar or incompatible with the project your contract will be deactivated. Any candidate passing the assessment will be sent a list of current openings. Then current openings are sent to the candidate lists once per week, or if a new client partners with Millennial.
In order to work with Millennial you will need to provide your own equipment:
One of the benefits of working with Millennial is that all agents sign up for a set schedule, so you do not need to compete with fellow agents for shifts or hours or train on multiple projects. This enables you to schedule things around your work schedule well in advance. Our attendance policy states that you are responsible for finding your own coverage if you need to miss a shift. If you are unable to find coverage you will lose attendance points. If your attendance points drop to zero your contract will be terminated. So you have the freedom to request days off as needed and the bonus of being able to cover for others if your able to work extra hours.
Other than the equipment listed above we are looking for VERY dependable agents. Agents must be at least 18 years old and have completed high school or the high school equivalent. We need people who are going to be able to show up for the shift that they hire in for. All agents must have a quiet background for phone-based work – no noises at all. This means any pets or children should be in a separate space to avoid any background noise. Agents will have a VERY professional phone presence including proper grammar when speaking and excellent written communication skills. Agents must pay attention to detail and can adapt to changes quickly. Preference is given to those with a customer service background.
The team at Millennial uses Skype. We have a Skype group specific to each project where agents can ask questions. Those groups are monitored by team leads and Operation Managers. All agents are also directly connected to their Operations Manager, the Quality Assurance Manager, and our Vice President of Operations via skype during Orientation.
For most projects, the first step in the training process is online video lessons. Agents can watch the videos and take the assessments at their own pace within the due date. These lessons vary in length depending on the difficulty/depth of project. Completion expectations can also vary, but agents are given at least 24 hours to complete. These video lessons are provided at no cost to the agent. After the video lessons are complete the agent will complete the New Hire Orientation. It is there where we will go through the policies at Millennial, connect agents with the management team, access payroll and timesheet websites and install any necessary software. After New Hire Orientation agents will be linked with managers for mock calls or shadowing. Agents are paid hourly for that time. Once the shadowing component has been completed and agents are completely ready to work independently, we will add the hours from the videos to your timesheet. These hours are a flat rate per project. Agents are paid for the time to watch the videos and complete the assessment one time. If agents require multiple video viewings or assessment retakes, we do not compensate additional time.
Different clients can onboard with different speeds based on the complexity of the logins required for the project or the availability of logins and trainers used for training. Our goal is to get all agents working within 1 to 2 weeks of completing the new hire contract.