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.
Want to improve your overall ROI? Customer retention is key. Start leading the pack by outsourcing Inbound Customer Care!
Inbound Customer Care Solutions allow both current and prospective customers to reach out and ask questions, give feedback, and seek advice. High-quality Inbound Customer Care is consequential to providing excellent customer service. Frontline support agents who attend to customers’ needs, suggest solutions, and reconcile grievances. Contact support agents work to improve your company’s reputation and increase customer retention.
Inbound Customer Care consists of channels that allow customers to initiate contact with a company’s service representatives. The primary channels used by average small and medium-sized businesses (SMBs) include emails, instant messaging, texts, phones, and social media. Inbound Customer Care covers a wide range of industries ranging from insurance, healthcare, financial, news, and many others.
Inbound customer service agents are usually the first people customers speak with when they call an organization. After greeting customers, agents will ask them how they can be helped. Whether they’re following a script or using other resources, Inbound Customer Care agents deliver positive customer experiences.
Some examples of Inbound Customer Care best practices include:
If you own or manage an organization that receives a large volume of inbound phone calls, having an Inbound Customer Care strategy is crucial. Having a strategy or not can have a tremendous impact — whether favorable or unfavorable— on your customer experience. In addition to that, depending on the volume of incoming calls, your agents’ work experience can be equally impacted.
The wide variety of calls adds to the complexity, with some calls being merely support-related, others being inquiries and others complaint de-escalation. This requires agents to be nimble, and capable of pivoting from one psychological direction to another at a moment’s notice.
Here are some strategies that inbound call centers can use to improve customer experience:
Here are but a few benefits of harnessing the power of Millennial’s Inbound Customer Care strategies:
Today, traditional call centers have evolved into contact centers because the phone is only one of several communication channels. Modern-day customers use social media, emails, SMS, live chat, instant messaging, and live video conferencing to communicate with brands. This is why Dialpad®, an AI-powered cloud communications platform, integrates with over 1,000 apps consumers use across numerous industries.
For example, while Dialpad® handles the core phone channel, you can monitor any other channels such as live chat as well. In other words, you’re able to view all the interactions your agents are having in a single place. Dialpad® also integrates with Customer Relationship Management (CRM) tools such as Zoho, Zendesk®, Hubspot, Salesforce, and many more. Not only does Dialpad® simplify interacting with customers but it allows agents to chat in real-time with floor managers and supervisors. They no longer have to place callers on hold while they summon help solving more complex issues.
To sum it up, Millennial’s Omnichannel Support helps you:
Dutch online travel agency Booking.com reportedly laid off around 2,700 customer support agents in February 2022. This came less than two years after it had laid off approximately 25% of its workforce due to COVID-19 restrictions on travel, according to the travel news outlet Skift. To rescue its bottom line, the parent company Booking Holdings plans to replace its in-house customer service staff by outsourcing. To put it simply, Booking.com needed to downsize because of the pandemic, an unforeseeable event.
Rather than invest a ton of money upscaling in-house operations again, a company so large that it employed people in 60 countries chose to outsource. Most of our clients operate companies a fraction of that size. For them, downsizing of any kind signals a potentially more precarious financial situation. When your growing company is spending more money than it’s bringing in, the unforeseen is typically the worst-case scenario. After all, how often has the term “unforeseen” ever been followed by a positive?
According to Skift, Booking.com said in a statement: “We believe that working with a team of dedicated experts is the best way to ensure we meet our customers’ and partners’ needs as we continue to expand the diversity of our product offering on Booking.com. [sic] is a key strategic partner for us, already employing around 2,700 employees that support Booking.com, and we look forward to continuing to leverage their industry-leading customer service expertise to help us scale up efficiently to meet the evolving demands of our business.”
As mentioned, a common misconception is that outsourcing Inbound Customer Care results in lower-quality customer satisfaction. Many organizations continue to believe that in-house Inbound Customer Care agents will display higher levels of industry expertise. Nevertheless, outsourcing a contact center with specialized contact center agents is capable of handling industry-specific issues. For example, if you operate a growing insurance agency, Millennial offers Inbound Customer Care agents specializing in Insurance Customer Support and Affiliate Marketing. With our Culture of Continual Learning philosophy, agents train continuously to represent brands with a first-hand familiarity.
Taking care of your hard-earned customers is at the core of your business. At the heart of why you’re in business — it’s fulfilling your customers’ needs, and providing them solutions to their problems. It’s about building long-term relationships with them; maintaining and strengthening those relationships. And one of the most effective ways to succeed in these areas is to have a dedicated customer care department. Or is it a customer service department? Is there even a difference?
Some may say that it’s customer care, while others may say it’s customer service. Of course, some would contend that customer care and customer service are one in the same thing. In our opinion, customer care goes beyond typical elements of the customer experience, such as customer relations and, yes, customer service. Caring for customers is more expansive and intimate. Being able to provide people with a superior customer care experience will earn your customers’ loyalty.
Customer care is merely one facet of the overall customer experience. Generally, it includes each and every experience a customer has, starting with marketing, then sales, buying, and so forth. It includes how your company treated them. Most importantly, customer care cultivates emotional connections between your brand and your customers; it strengthens and deepens the “bond” they feel they have with your brand. Customer care is meant to convert first-time customers into longer-term brand ambassadors.
When you’re not running a business, you too are a customer. How does it make you feel about brands that invest heavily in caring for your wants and needs? It’s easy to start feeling as if you are part of a community of like-minded people rather than a paying customer. As for customer service, consider the analogy of a mechanic’s shop that provides vehicle service. The mechanic does the technical work necessary to keep your vehicle on the road. But you’re the one who cares for it. After all, you’re the one who has a significant investment in it.
If you were aware of outsourcing call center services several years ago, you may have heard or read disparaging things about the industry. Telemarketing and debt collection agencies played significant roles in fostering negative connotations about call centers. On top of that, in an era a couple of decades past, U.S.-based companies used to outsource call centers located overseas to save money. As written in Time in April 2010, “…people have been grinding their teeth on hold for outsourced help since the dawn of voice mail more than a decade ago.”
“As the U.S. economy slowly rebounds, companies are increasingly relying on a decentralized workforce of domestic, home-based call centers. The old mantra: route service calls overseas to cut costs in half. The new idea: bring call centers back home, but not too bulky, brick-and-mortar phone banks. Use hourly workers sitting in home offices, managed on someone else’s payroll. Call it phonesourcing,” the Time article pointed out over a decade ago.
Up until a couple of years ago, considering outsourcing a third-party call center seemed counterintuitive to most business leaders. Most leaders likely viewed it as the obverse to good customer service. “I wouldn’t be providing my customers with the best service they deserve,” was the thought. However, societal factors compelled business owners to reevaluate outsourcing calling center services. And it turns out that outsourcing Inbound Customer Care during the 2020 pandemic was exactly what they needed to boost customer support.
For well over a decade, U.S.-based call centers fought an uphill battle to earn trust and respect for our industry. That’s because our call centers were founded and managed by people who truly loved customer service.
Business owners and upper management worry that outsourced Inbound Customer Care agents won’t accurately represent their industry. After all, it took them years or even decades to learn the ins and outs of their industry. Due to this concern, it’s only natural for business leaders to question whether outsourced agents can provide high-quality inbound support. But this couldn’t be further from the truth!
When you outsource Inbound Customer Care services through Millennial, your faith in our agents’ proficiency. As an experienced Inbound Customer Care provider, we not only hire the best but train them stringently. Our management team makes every effort to use the latest training methods. Further, we make an equal effort to meet with our clients as many times and as long as necessary. The purpose is to gain a full understanding of your business and your industry — Millennial already has decades of experience servicing numerous industries, nonetheless.
When it’s all said and done, our Inbound Customer Care agents will possess a full understanding of your business; they will know how to respond to each situation whether positive or negative. For example, committing to memory product recommendations for people calling to ask industry advice? How does your company’s return policy work? How are customers meant to use QR codes on your website to take advantage of special promotions? With so many customizable possibilities, the list could be practically endless.
To sum it up, we’re an Inbound Customer Care solution able and willing to learn all there is to know about your brand; able and willing to learn all about your industry, and about each one of your products and/or services. We operate our contact center this way in order to deliver on our vow of customer service excellence.
Owning a business is all about maximizing your bottom line. A quick Google search reveals countless blog posts concerning the topic, most of which oversimplify what is required. Each organization whether for profit or not for profit has a bottom line — each one unique. Thus, it’s somewhat impossible to claim definitively that outsourcing Inbound Customer Care is affordable. For example, a solo freelance writer may find the SEO platform SimRush too expensive for the projects they take on. However, a team of five freelance writers with more demanding projects may find the ROI makes SimRush worthwhile.
Similarly, a self-employed realtor might not find the cost of a full-service contact center worth the investment. But a small yet growing realtor company is more likely to see a decent ROI from outsourcing Inbound Customer Care services. When comparing the cost of establishing an in-house customer support team, outsourcing contact center services is the realtor company’s best option. No need to worry about onboarding expenses, competitive salaries, and employee benefits, among other costs.
Outsourcing eliminates many additional hassles that accompany an in-house Inbound Customer Care department. It also leaves more beneficial in-house staffing options available. You will have an entire staff of ready-to-go Inbound Customer Care agents ready to help 24/7/365. Outsourcing customer care will save your organization, money, and resources, while greatly improving the quality of your customer experience. You’re overall ROI will get a boost from the increased customer retention rates and new customer acquisition.
When you outsource an Inbound Customer Care solution, you’re providing customers with a level of service that few other companies offer. With Millennial Services, you will separate your brand from countless others in the pack.
Do your customers feel well taken care of when interacting with your customer service? In today’s post-pandemic environment, customer care goes well beyond ensuring satisfaction, giving away freebies, and de-escalating tense situations with customers. While such customer care strategies are appropriate, Millennial developed its Inbound Customer Care solutions [to go further]. Our agents strive to build an emotional connection with each customer so they feel valued.
When outsourcing Inbound Customer Care solutions, the following qualities should be present:
Make your qualification and vetting process more efficient by pre-screening candidates for certain products and/or services with Inbound Pre-Screening Support. Social Security attorneys can pre-screen clients who may qualify for disability benefits; financial and insurance firms can pre-screen potential lending and insurance applicants; medical institutions can pre-screen new patients before they visit a doctor, among other pre-screening processes.
Our agents will train and familiarize themselves with your specific criteria and enter qualified applicants into your system. Only U.S.-based Inbound Customer Care agents can correctly weed out undesirable candidates.
Outsourcing Inbound Customer Care solutions are fantastic ways to boost customer retention. Good customer retention is key to promoting sustainable growth because loyal customers turn into referrals. We provide organizations with teams of Inbound Customer Care agents that are well-equipped to address certain issues. If you’re still on the fence about outsourcing a contact center, consider the following statistics:
So, what about negative statistics about poor Inbound Customer Care?
Improve your customer experience with fast and cordial reservations and online bookings employing Inbound Customer Care. Professionalism is essential to be successful in the hospitality, transportation, and recreation industries. Potential patrons will take their business elsewhere if they’re not able to make reservations quickly and safely. While most consumers make reservations and bookings online, plenty of circumstances require phone support.
Benefits of Inbound Customer Care for setting reservations and bookings include:
So, you’re seriously considering outsourcing Inbound Customer Care but not yet completely sold. That’s quite understandable. However, many other organizations in your industry have likely already begun outsourcing a contact center, whether locally or overseas. How many of them are direct competitors? Despite being jumping on the ball slightly behind them, partnering with us will have you outperforming the competition in no time.
Partnering with Millennial affords you the opportunity to visit our office, meet our team, and get a feel for how we’ll treat your customers. Reading this article can only do so much in the way of convincing. There is no better time than now to start the process towards an improved ROI. Contact us today to learn more!