The Omnichannel Experience – Our flagship customer support service that includes our multi-channel contact and call center services.
Manage inbound customer care 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 customer care 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.
Running a business that is quickly scaling and that needs a highly-trained account management team to provide the service clients expect? Read on.
Dedicated account management is a segment of the wider Business Process Outsourcing (BPO) industry. At the forefront of this segment, you have dedicated account management call centers. A growing number of businesses are opting to outsource their account management to specialized call centers.
Traditionally, an account manager is someone employed by an enterprise to manage sales and customer relationships. They’re responsible for maintaining positive relationships with the organization’s existing client base. The goal is to establish brand loyalty in hopes that clients will continue using the company’s services.
Account managers do not oversee the daily administration of the organization’s account itself. Rather, they are assigned to manage relationships with specific clients who hold account(s) with the organization. In other words, they act as an interface between the sales team and customer service. Account managers usually remain with the same clients until their account is closed.
In essence, dedicated account management call center providers take on precisely the same roles.
A dedicated account management call center is a front office BPO—tasks mostly involving client-related issues. Like traditional account managers, call center agents are specifically trained to cultivate client relationships, ensure client satisfaction, long-term contract renewals, learning the goals of clients, and helping to achieve them.
According to Investopedia, “Horizontal integration and vertical integration are competitive strategies that companies use to consolidate their position among competitors. Horizontal integration is the acquisition of a related business. A company that opts for horizontal integration will take over another company that operates at the same level of the value chain in an industry.
“Vertical integration refers to the process of acquiring business operations within the same production vertical. A company that opts for vertical integration takes complete control over one or more stages in the production or distribution of a product.”
While Investopedia is referring primarily to the production or distribution of a product and/or service, we should keep in mind that good customer care is a significant part of consolidating a solid position among competitors.
With that established, call center providers are verticals within the BPO industry, assisting organizations in managing inbound and outbound customer service tasks, including dedicated account management. These tasks can vary by industry and need. The most common reason businesses use call center outsourcing services is simple — it’s about reducing overhead; saving money; keeping employees focused on high-level work, not on tasks that can be delegated or outsourced.
A few of the many examples of call center services:
The reality is that with the right processes in place, anything can be outsourced while still maintaining the quality and level of service you and your customers expect.
Thorough customer service is a crucial part of not only doing business but establishing and maintaining customer loyalty. But there comes a time when nearly every fast-growing enterprise experiences an influx of phone calls, emails, and instant messages. As great as it feels to see your business moving forward, being inundated by incoming inquiries can also quickly turn into an operational impediment.
If your company is experiencing this very conundrum, it’s likely time that you hire a dedicated account management call center to help your company keep the directional momentum headed vertically.
Hiring a dedicated account management call center costs a fraction of what it does to hire additional staff. The modern call center often does a lot more than merely answering and making calls; as it happens, many have since rebranded themselves as “contact centers.” This means managing multiple communication channels, including phone lines, live webchat, email, and social media.
Modern-day call centers have evolved to manage various business process management (BPM) disciplines, such as business analysis, customer retention, market research, loyalty program, among others.
The reader needs to know and understand the significant differences between call centers and answering services before signing up with one or the other. This will assist you in determining a call center’s capabilities and whether it’s the right one for your enterprise. Like many companies in the contact center services industry, Millennial offers both answering and advanced BPM services.
On the other hand, answering services are experts at dealing with particular industries that need evaluative research and critical decision-making. Frequently, they promptly transfer individual calls to their clients; only occasionally do they play a role in highly personalized customer experiences or time-sensitive matters. Medical practices and retail businesses are examples of organizations that typically employ answering services.
An organization may have several reasons for hiring a call center to manage its clients’ accounts.
Quick Recap: A dedicated account management call center allows your organization to optimize its operational efficiency. This is typically achieved because call centers take a huge load off employees. As a result, they’re able to focus on the necessary in-house operations instead of answering customers’ calls. Further, employing a call center prevents organizations from having to stretch their budgets by hiring more customer service staff.
The majority of call centers run 24/7, which means you never miss a customer’s call. This adds several degrees of professionalism most small to mid-size companies lack. Lead generation, customer cultivation, sales service, as well as having someone to vent their frustrations at all times. Millennial goes steps further than most traditional call centers by giving our clients daily, detailed summaries on the calls fielded through our agents. Hence, we record, monitor, and analyze a large percentage of the calls we handle.
According to Cision PR Newswire, a distributor of press releases headquartered in NYC, “Studies show American customers prefer local customer service through local call centers.” The press release further states that, as far back as July 2019, data indicated that businesses based in the United States were opting to hire domestic call centers. This was a significant change in course—since many U.S. companies had historically chosen to outsource call centers from overseas.
As consumers began expecting a higher level of customer care, the cost-effectiveness of offshore call centers gradually became a non-factor. Firstly, they typically offer fewer services. Secondly, consumers often become frustrated with the agents due to heavy accents and poor English skills. Thirdly, scammers masquerading as agents of companies like Microsoft made many consumers skeptical of offshore call centers.
Contrarily, most domestic call centers provide more services such as lead generation and data collection. Nonetheless, having well-educated native English-speaking agents and software-centric business models means clients pay higher fees. With that said, some organizations might find an offshore call center the better choice for their needs. But for those organizations requiring a greater degree of attentiveness and trust, a domestic call center is the best option.
“Consumers can also be turned off by outsourcing. The most ubiquitous case is the outsourcing of customer support or technical support to places like India. When customers hear a foreign accent answer their call to an American company, they may lose trust in the company and could even blame that company for eliminating American jobs. The situation becomes even more sensitive when customers have to share medical or financial information with strangers overseas.” —Investopedia (May 2021) The Unintended Consequences of Outsourcing
When pondering whether to choose a call center offering dedicated agents, a popular quote comes to mind: “Two heads are better than one.”
Dedicated representatives are indispensable assets to high-volume contact centers. These agents possess the requisite skills necessary to draft effective pitches. Adding to that, dedicated reps are well versed in providing callers with helpful information concerning specific products and/or services. Whether it’s technical support or lead generation, these committed agents will become the key spokespersons of your business.
Our dedicated account managers follow a multi-step strategy to provide convenience and real-time, dependable data for every client.
As a dedicated account management support provider, Millennial offers performance and accuracy. Our business model will ultimately minimize your organization’s overall operational costs. Our dedicated and cost-efficient single point of contact helps you track every detail of your account. On top of that, you can expect knowledge management, quality assurance, as well as data reporting and analytics.
Our expert implementation management team will work directly with your team to learn your organization’s processes, policies, and performance expectations. In turn, we will teach our agents about your brand and how you expect it to be represented. Our agents are trained to demonstrate empathy and concern towards all customers.
Millennial’s dedicated quality assurance team constantly monitors the performance of our trained, native-English-speaking agents. We use a combination of live and transactional quality assurance techniques.
Millennial measures the key performance indicators that you care about. We have diverse reporting capabilities and can customize our analytics to deliver on KPIs that are most relevant to your unique business goals.
Whether you currently have a knowledge base of policies and procedures or not, Millennial’s smart agents can create or update one as needed. This is an invaluable tool that can help your company evolve efficiently and consistently.
While the topic of determining an outsourced service provider (SPO) pricing model is quite an extensive one, it is necessary to provide at least a brief explanation. Five fundamental determinants come into play when considering the best SPO pricing model:
Transaction Allocation. The best way to explain how transactional allocation policies play a huge role in pricing model determination can be found in the following example. Consider a contact center that serves two drastically different clients. Now let us assume the contact center allows both clients random and non-stationary handling rates. Guess who ends up suffering? The agents whom we expect to consistently provide quality service. They are affected in real-time by each client’s random and incongruous workload. This can have far-reaching effects on the company’s correlative cost criteria if not figured out in advance.
Scale your business and maximize your potential revenue with our dedicated account management call center. We provide companies across a variety of industries with help interacting with customers and responding to issues. And we are good at what we do. That is because the team here at Millennial believes that being effective at customer service means being genuine. So, what are you waiting for? Contact us today and let us get the ball rolling!