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.
The COVID-19 pandemic has turned many industries upside down. From hospitality to higher education, professionals are scrambling to adjust to the new normal. Customer care centers are among those especially affected. But you need the help. Customer service is becoming more, not less, important. And care centers are still available. You just need to find the right one.
The COVID-19 pandemic has turned many industries upside down. From hospitality to higher education, professionals are scrambling to adjust to the new normal. Customer care centers are among those especially affected.
You know that customer service matters. You understand that outsourcing may be your best choice.
But how does all of that change and adjust, and what does it mean, now that your audiences are in a mindset, unlike anything you’ve experienced?
The answer to that question is not simple. Far from it. It’s a complex process that many professions are trying to figure out.
In customer care and customer service, that’s especially true. According to one study, the percentage of calls classified as ‘difficult’ has doubled in the month since the Pandemic hit in full force. Meanwhile, social distancing has made the traditional customer care center—rows of agents on headsets and computers—completely unsustainable.
But you need the help. Customer service is becoming more, not less, important. And care centers are still available. You just need to find the right one.
Before you think about outsourcing, it pays to understand who you’re outsourcing too. So we’ll start this article with an examination of how COVID-19 is impacting care centers around the globe, before digging into the details of those that continue to succeed and profile the help you need.
It might not quite be the hotel industry, but customer care centers are in trouble.
When most businesses think about care centers, they think of the above – a large hall of cubicles or rows of desks full of agents answering calls.
It’s not difficult to imagine just why that’s a problem. Put simply, these types of in-person settings are impossible to sustain.
A number of other challenges have entered the equation, as well. Queries are more difficult than ever before. Coaching is challenging when it can’t be done in person. And of course, a lack of alternative communication challenges can introduce connectivity and clarity issues that are difficult to overcome.
Take the banking industry as an example. As a result of closing lobbies around the globe, they now face a significant backlog of call volume. Long hold times and disconnects are becoming the norm.
They’re not the only ones. Business Insider reported last month that Amazon’s customer service centers are facing agent shortages and shutdowns.
And then, of course, there’s the challenge of outsourcing in an age when budget shortages are all too common.
An increasing number of industries are trending back towards taking their work in-house to save costs and avoid logistical challenges. Even as the need for quality customer experiences exists and even increases, budget shortages too often prevent its execution.
The above challenges are difficult to master. But they’re far from impossible to overcome.
Customer care centers can still exist. They can even thrive during a pandemic like COVID-19.
To do that, though, they have to offer just the right services and characteristics to optimize customer service and business usability.
Make no mistake: as COVID-19 and its impact on our society increased over the past month, so did the volume of customer calls and tickets.
Exact increases vary by industry. According to one study,
Across industries, customer care CRM platform Zendesk saw a 13% increase in tickets related to customer support. Customers are more stressed, more urgent, or just in unusual situations.
Handling that increase is no laughing matter. It requires a customer care partner who can scale naturally as more teams come in.
A single in-house customer service agent can only handle so much. Hiring a call center that can scale its call operations with you can build a crucial satisfaction mechanism and competitive advantage.
Customers across industries aren’t just more likely to reach out; they’re doing so through different channels.
We’ve mentioned the challenges of live phone calls above, with wait times and dropped call numbers spiking. Zendesk has seen a clear shift as a result:
With wait times to get an agent on the phone skyrocketing at some companies, customers have increasingly turned to the faster and more convenient channels they use to interact with friends and family, like WhatsApp, chat, and social media messaging.
In fact, across these channels, Zendesk saw an increase in total tickets of 41% on WhatsApp, 34% on live web chat, and 31% through direct messages on Facebook or Twitter.
We’ve long written about the importance of social media in customer care. The best efforts are holistic, treating call centers not literally but as care centers that offer multi-channel support.
What had been a best-case scenario in months past is now a must. No matter where customers reach out, you have to be responsive.
Traditional care centers who are used to crowding agents into a single space have had to undergo a major transition. Remote work has become necessary, but not every center is able to make that transition seamlessly.
The result, too often, results in connection barriers. A study published in the Harvard Business Review found that instances of customers or agents saying “I can’t understand you” increased by 34% in the last few weeks.
That leads to escalations, which ballooned by 68% in the same study.
Once again, it’s important to understand that this is not an impossible problem to solve. A few solutions can position care centers well to counteract that trend:
Call centers with these characteristics are prepared. They know what challenges may wait, and are easily able to respond accordingly.
Let’s address the elephant in the room: calls and service tickets have become a lot more difficult in recent weeks.
We already mentioned the fact that according to one data analysis, the number of calls deemed ‘difficult’ has doubled since the COVID-19 outbreak. That, in turn, dramatically increased anxiety and stress levels during the average call, reducing the chance of successful resolution.
Looking for another explanation for that 68% increase in escalation? There it is.
The reasons for the increased difficulty are simple: financial hardships followed with a high degree of uncertainty and challenges in mental health.
That part is unavoidable. What’s manageable is the ability to find a partner who has the systems and agents necessary to counteract and combat that trend.
It starts with accountability. The right care center for this time has a performance reporting mechanism in place that allows you to understand exactly what’s happening on the other end of the line. That leads to recommended shifts and adjustments to improve the customer experience.
Another crucial component: training. Well-trained agents will not need to escalate difficult calls but can resolve them at first touch. That’s the goal of every customer care endeavor.
Infrastructure is absolutely vital in the customer experience flow. Anything from a reliable connection (as mentioned above) to data transfers needs to be seamless in order to avoid delays and anger customers.
As with so much else mentioned in this article, that infrastructure is being challenged by the Coronavirus. The good news: it doesn’t have to be.
Customer care centers thrive when they operate in business as usual mode. So what if that business as usual mode already allowed for the current, unique situation?
That’s where we get into the nuances of a distributed business process outsourcing partner.
Modern call centers don’t have to be all in one place. In fact, more often than not, they’re far from it.
Imagine a partner that has built its entire infrastructure on remote work. Then imagine the degree to which that partner would thrive right now when everything has to be remote.
Agents need to be able to work from their own homes. Trainings need to happen remotely. Onboarding and data transfer needs cannot be remote.
That’s the kind of call center you should look for now. It allows you to not just become more flexible, but also account for the current social distancing guidelines that might stretch months into the future.
We mentioned the importance of native language agents who know the customer language, as well as the customer, does above. But it’s worth breaking out the importance of language nuances in more detail.
When customers are more frustrated, they’re more likely to lash out. Language becomes a core component of keeping the conversation level and productive.
Start with the importance of directional language:
Directional language is consistently driving engagement across the board in service emails, banners, and announcements. This means your teams need to be very explicit and instructive in the language used across channels. This impacts performance of a message more than any other component of the message.
That lesson is important in the language that agents use. Even a term like social distancing, which we ourselves used above, is less clear than the direction to stay inside and limit your trips to stores.
The most important lesson: speak your customers’ language at all times. Use the words they’re familiar with and make sure that you always remain clear.
Finally, we get to coaching and training. It’s a vital part of the equation when it comes to call center outsourcing for a wide range of reasons:
That coaching mechanism needs to be routine. Don’t work with an outsourced partner who only now emphasizes coaching, or doesn’t know how to port training capabilities to a digital environment.
Instead, make sure that it’s always been part of the equation. The more natural coaching becomes to both agents and supervisors, the better prepared the customer care center is to meet the fluid situations and changing demands of the COVID-19 economy.
Combine all of the above, and a clear picture emerges. The modern customer care center, prepared for anything the virus throws at it, has to be completely unlike the traditional model.
A proven emphasis on remote work is vital. So is an established training program, as well as the ability to support your multi-channel customer care strategy.
Native speakers and a technology environment to account for work from home situations matter, and of course, the ability to handle difficult calls without immediate escalation should be a given.
That’s not easy to find. In fact, the lack of these factors is why so many customer care centers are struggling.
But, as we’ve emphasized throughout, difficult is far from impossible. You just have to know where to look.
You don’t just need customer care. You need a customer care center that is ready to support your needs and maximize your opportunity. Once you’ve found that, your business has the ability to thrive in terms of customer experience even during challenging times like this.