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.
If your internal call center operation is missing the mark, outsourcing is the strategy you need to provide exceptional inbound customer care.
During these turbulent economic times, customer care is paramount. When properly executed, a strong customer service operation can help you retain and upsell existing customers, increase customer referrals, lower new customer acquisition costs, and reduce your legal risk. By contrast, poor customer service will quickly cost you customers and revenue, as well as your reputation. Research shows that firms with a poor reputation may suffer high turnover and may also need to pay as much as ten percent more per hire to overcome its effects.
Not every business has the resources, time, or talent to run an effective inbound customer care operation. Unfortunately, the costs are too high for you to allow for your customer service department to fail. But also, you can’t simply outsource your operation to the first vendor who pitches you. You need one that offers exceptional inbound customer care.
When evaluating providers, you need to distinguish between run-of-the-mill operations and those that can deliver customer care that will positively impact your whole business. These inbound customer care providers typically possess:
By leveraging these resources effectively and consistently, they can provide exceptional customer care to the people who buy your products or services.
What counts as exceptional? Exceptional is the kind of customer service that keeps your customers coming back to buy from you. It ensures that customers feel heard and that their concerns matter to you. And it not only solves your customer’s problems quickly and efficiently but also takes the steps necessary to make them feel good about the call, and by extension, about your business.
When we talk about exceptional customer care from a provider, we must also consider the numbers. Your team could have great interactions on the phone, but if they’re all spending an hour per call, your customer wait times and abandon rates will increase. But if you’re rushing everyone off the phone, you’re likely to end up with some highly dissatisfied customers as well.
There’s a balance to be found in resolving a customer’s problems, building an emotional connection, and meeting average handle time goals. Experienced managers running top call centers know how to ensure that agents have the latitude to handle the call that justifiably takes an hour while adhering to the benchmarks that will keep the operation on track to meet its goals.
Exceptional inbound customer care doesn’t just mean problem-solving. It means figuring out how to be helpful, both in resolving the customer’s problem and in general. It may include a handwritten note after a follow-up call. Or it could mean proactively reaching out to your past customers to listen to their honest feedback and see if there’s something that can be done to regain that customer.
While business periodicals are full of anecdotal examples of exceptional customer care, singular instances of excellent customer service should not be the aim. Rather the aim should be to provide standout customer service with every answered call. To do this, you need a call center with top talent and professional development, first-rate technological resources, broad operational capabilities, and industry experience.
Your outsourced solution should employ a cadre of talented agents who they train to be as well-versed in your business as your own frontline staff. An effective call center provider trains its agents to deal with the range of issues your customers may come to you with so they can solve problems quickly and efficiently. And they spend time on recruitment and development because they know that true call center talent can be hard to find and even harder to retain.
If you’ve run a call center, you know that the work can be emotionally draining. Effective managers leverage call center software to determine staffing needs at peak times and slower ones. Managers use this data to ensure that their agents have the scheduling flexibility necessary for the downtime needed to refresh and recharge. By doing so, they can ensure that their agents can provide your customers professional, responsive, and empathetic service at all times.
The ideal inbound customer care team is agile enough to change gears as quickly as your priorities do. For example, despite your best efforts, a new product you sell may be flawed, or a marketing campaign you put together may be deemed offensive. You need your customer care team to be ready to handle the sudden influx of questions and complaints. That means having the training capacity to get talent up to speed quickly and handle your customers with grace and professionalism.
Top call centers also engage with your customers however they feel comfortable connecting with your business. If a dissatisfied customer wants to connect through text, a reputable provider should make doing so easy. Moreover, the right inbound customer care provider will be able to connect with your customers across multiple social media platforms, a channel many consumers increasingly prefer.
Omnichannel capability helps you connect with more customers and communicates to them that you’re willing to meet them where they are. It may seem insignificant, but it can send your customers a powerful message that you really want to hear from them and value their opinion. You’re not funneling them into a single communication channel where they feel they’ve become merely a number in a queue. Instead, they’re messaging you from a smartphone app or DMing you on their tablet and getting a prompt and personalized response back.
Today’s call center platforms allow managers to capture considerable performance data, allowing them to make adjustments to staffing, training, scripts, and other operational elements as necessary. Other managerial resources embedded in these platforms include the ability to listen in on caller conversations and communicate with the call center employee if a new approach is needed. The right provider takes advantage of these platforms and proactively uses them to ensure that your customers receive the best possible customer care.
An exceptional inbound call center vendor can connect with your customers via phone, social media, email, text, and video. It has the capacity to measure the conventional and unique metrics that are important to your business. And it can handle more than just customer care. When a call center has experience in appointment setting, business development, pre-screening, and retention, they have the capabilities to provide all the services you need seamlessly.
Moreover, when you leverage an outsourced solution for more than just customer care, you’ll get even better service. The more you integrate a reputable inbound call center into your customer-facing operations, the more familiar their employees become with your business. And the more familiar they are and experienced they are with your business, the more exceptional the service they can provide to your customers.
You need an inbound customer care solution that either understands your analytics and KPIs or takes the time necessary to understand your industry, business, and the metrics you care about in order to outperform your goals consistently. Your inbound customer care provider should understand what drives your financial bottom line, how your average customers make purchases and other related decisions, and what industry best practices are, for starters. They should immerse themselves in call center analytics and industry benchmarks and data to ensure they’re capable of providing your business with the best inbound customer care possible.
And, of course, while you need an inbound customer solution that nails your weekly, monthly, and quarterly goals each and every time, you also need one that can make an emotional connection with your customers. Having a team with substantial industry experience means they have the knowledge necessary to be deeply helpful to your customers. And a customer who has both their problem solved and a recommended solution for a problem they didn’t know they had will leave the queue feeling valued and satisfied.
Maintaining a top-notch inbound customer care center operation while running a small or even mid-sized business. In fact, many large, well-resourced corporations also struggle to do so. But as call center providers are solely focused on call center operations, they have far greater operational capacity than an organization for which inbound customer care and related functions are secondary or tertiary priorities. Moreover, a reputable call center operation can apply lessons learned from working with other businesses in the industry to benefit your company.
By outsourcing your inbound call center operations, your business will benefit from an integrated operation that feels like part of the company and provides the kind of customer service that will keep your customers buying from you for years to come. You can save money and considerable time when you’re no longer responsible for a call center’s day-to-day operation and agent management.
When you partner with a trusted customer care service provider like Millennial Services, you can focus on revenue-driving activities that will help you grow and scale your business. We know that your customers are the lifeblood of your business, and we devote our resources toward keeping them engaged and connected with you.
Our agents are continuously trained on your business, its brand, its products and services, and how to best resolve your customers’ problems. More than that, we recruit agents who are passionate about helping others, and we give them the tools and resources they need to put their passion to work for you.
At Millennial Services, we’ve worked successfully with businesses in multiple industries, providing 24/7 omnichannel customer care, as well as services such as reservations, business development, and appointment setting. We can bring our experience, resources, and talent to bear for your business and help you dramatically improve your customer care. Contact us at Millennial Services, and let’s talk about how we can help your customers and your business.