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.
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.
The foundation of omnichannel customer support is inbound phone support services. Identify ways to optimize your customer experience to a new level.
Inbound phone support is a fundamental component of omnichannel customer service. It aims to deliver a seamless customer experience over multiple channels by consolidating them within a single system. First introduced by marketers, customers have become accustomed to having representatives available 24/7 through phone support, SMS, emails, chat apps, and social media DMs. Through all of this, conventional phone support has maintained its top position.
Inbound phone support provides customer service and marketing agents a broad view of your customers’ interactions — it enables them to answer questions and solve issues more effectively and efficiently. When you send a digital message to a customer on Tuesday, they expect to be able to call you on Wednesday if they feel the need.
Think of a traditional clothing retailer that sells its apparel in a brick-and-mortar store (offline channel) as well as on a website (online channel). Even though both channels are owned and managed by a single company, the two function as completely separate entities; both have their own inventory, their own financial accounts, and their own standard operational procedures. And since product lines may vary, what a customer purchases online may not be returned to the brick-and-mortar store for a refund and vice versa.
For all intents and purposes, both channels could be considered completely separate businesses that happen to share the same brand name. They’re exactly like two siblings who share the same last name yet live two completely different lives from one another.
While this analogy isn’t lost to most business professionals, the average consumer doesn’t consider the two channels as siloed entities. They exist in a digital age where everything tends to happen in “real-time.” They expect instant access, instant answers, instant results, and instant gratification. And they expect to have the same real-time interactions with brands as they do in their personal lives.
Modern-day consumers expect (not just want) to be able to instantly interact with a brand via any channel they choose — a physical place, a mobile app, or a website — and for the context of that interaction to be preserved across multiple channels. It does make sense, after all. Perhaps this is why some brands have started experimenting with concepts like unified retail, a system that links online and offline channels seamlessly.
People have been empowered by digital technology and can now choose their own journeys rather than being coerced into sales “funnels.” They’re fed up with having to start their journeys all over again if they decide to go in a different direction, only to find themselves stumbling headfirst into yet another sales funnel.
Today’s consumers want their sales experiences to be timely and straightforward. Brands that continue to employ played-out marketing and customer service tactics aren’t going to survive.
With inbound phone support, context is maintained across all customer service channels, creating a symphonic experience. With the multi-channel strategy, the focus is providing choices of ways your customer interacts with you. It is a product-centric approach. By definition, multi-channel means customers have more than one channel for communicating. The idea is to reach the customer when they are ready to engage. Messaging must be consistent and integrated in a meaningful and trustworthy way across all channels.
Omnichannel service is an immersive next-level approach that is customer-centric. Along with phone support, it includes many if not all of the channels that customers are using—traditional and emerging. Customers can purchase or interact wherever they are. This requires a dedicated support team trained to deliver a higher level of personalized experience. This fully integrated, round-the-clock dynamic delivers quick response service no matter how a customer chooses to interact with your brand, elevating brand customers to fans.
As consumers become increasingly aware of how organizations transact over multiple touchpoints, it’s more necessary than ever to elevate these strategies. In an era where digital technology has made it easier for consumers to lead the narrative, business is more competitive than ever. As a result, countless businesses are seeking ways to secure an advantage in their respective industries. Acquiring more customers and positioning themselves as industry authorities are the two primary objectives. For decades, inbound phone support services have been on the front lines.
When it comes to inbound phone support, there isn’t a one-shoe-fits-all solution; each solution is tailored for each organization’s unique circumstances. Those circumstances are dictated by the type of inbound phone calls the organization has to deal with. Generally speaking, our clients require the following features:
Low-rate call centers have given the industry a bad name. There is no getting past that fact. Historically, inbound phone support was an expensive business to get into — at least more expensive for the time. The equipment used by call centers 30 to 40 years ago wasn’t nearly as available as it is today. And that’s before calculating the cost of office space, the cost of phone service, and other costs.
The history of inbound phone support began in the early 1960s with call services that used off-premises extensions (OPX) connected to switchboards. In those days, organizations would have after-hours calls forwarded to call centers located off-premises so their phones never went unattended. Over six decades ago, organizations already understood the importance of human interactivity over a mechanical answering machine.
Only large organizations and well-funded public institutions were in a position to afford such a service. But as digital technology progressed and the cost of things decreased, the industry became saturated with call centers funded by investors more concerned with making a profit than the art of customer care. After a while, the top qualifications for working at a call center were showing up to work on time, speaking halfway decent, and having thick skin.
Fast forward to the present, it’s not uncommon to speak to a representative working at a cramped facility located in Vietnam, Thailand, and India. It may seem that being able to operate a phone is the only qualification these days.
Our talent acquisition pipeline elevates our clients’ competitive advantage. New agents pre-train in the brands they represent in small groups by dedicated trainers. The process continues once placed in their positions with the continual expansion of our knowledge base to hone implementation and quality assurance techniques.
Things have indeed changed, with consumers expecting more than merely human interactivity. The modern-day inbound phone support center is less of an answering service and more a problem solver. Millennial Services is exactly that kind of call center — our support staff is well-trained and highly prepared to provide your clients with exceptional service that has been specially tailored for your business.
Unlike “online” cookie-cutter call centers that view each client as a quota, Millennial Services takes a more personal approach. We meet with our clients as many times as required for us to thoroughly grasp what their business is, what their pain points are, and how our team can bring results.
For example, when your customers call in seeking advice, are there products you would like us to recommend? Do you offer your customers coupons? If so, how can they apply them on your website? What is your return policy? If they’re not satisfied with something, is there another product or service we could offer “on the house” to dispel their satisfaction? The point is that the more we know about your operations, the easier it is for us to represent your brand.
Below are but a few examples of how Millennial Services succeeds in providing our clients with the highest levels of business expertise.
One of the biggest problems companies face when employing their own support staff is the lack of customer support training. On average, businesses invest less on training customer support employees than they do on marketing associates. Maybe this stems from the fact that most customer service jobs are looked down upon as merely entry-level positions. It’s a stigma that runs so deep in our society that pop culture typically portrays customer service employees as some pimple-faced kid who could care less, an overworked single parent fumbling about, or a college student biding their time until they get a “real” job.
This sentiment, nonetheless, is rapidly changing as more brands are competing to be the gatekeeper of their industry. With much of marketing and sales taking place virtually or being automated, customer service has become the omnichannel gatekeeper. As a result, higher-level qualifications are expected of today’s customer support associates. With nearly 90% of customers switching brands because of poor customer service, this only makes sense.
For the staff at Millennial Services, customer support has always been a high-level position that requires more than people skills. Our inbound phone support agents are trained to have commercial awareness, drive, creativity, and analytical tendencies.
It goes without saying that people who answer phones should be amiable and have a congenial demeanor. People often contact inbound phone support to air out a grievance concerning a product or service. Others are seeking assistance, information, or reassurance. If an agent allows these interactions to affect them psychologically, it may lead them to greet callers in an unfriendly and unpleasant manner. This can become very problematic for everyone involved and tarnish an organization’s reputation.
Representatives should always keep in mind that some callers may unleash their frustration on them, but not take it personally. After all, most professional call center representatives know from the start that they’re essentially working as mediators for the organization. With that being said, our agents have been mentally trained to be of service to others, and that compassion comes through. At a minimum, we expect our representative to have the following four qualities:
For organizations seeking a dependable inbound phone support partner, Millennial Services is definitely the correct choice. We have a robust technical infrastructure to ensure support calls never get dropped or lost. Unlike other phone support services, Millennial Services prides itself on having a low employee turnover rate. What does this mean for your brand? You know that your calls are handled by well-trained and highly experienced customer support professionals. Not only are our representatives dutiful, but they’re strongly loyal to not only our company but our clients as well.
As a company, we believe that investing in our employees plays a part in investing in the world we share. For us, customer service isn’t just about doing business, it’s about doing it in a socially responsible and meaningful way. To realize the advantages of outsourcing your inbound phone support services with Millennial Services, start a conversation with us today.