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.
Tired of Phone Calls? Do you need Outbound Call Center Services? Would hiring an Inbound Contact Center help you SCALE your business? Better keep reading..
Outbound call center services aren’t what you think. The same can be said for inbound contact centers. And here’s why…
Scaling your business is hard.
There are a million things to do and only so many hours in the day.
Whether your business is just feeling the growing pains or you are an established business, call center outsourcing is a viable solution for winning back your time and spinning up this operational piece of your business economically.
As a business owner or C-suite executive, you need to focus on what will make the most impact. If you or your key staff members are getting pulled off important work to answer the phone, that’s a problem.
Outsourcing business operations is the norm — some would say a necessity — in modern times.
Nearly every large organization in the world uses a call center service provider to handle customer service and support.
So, why wouldn’t you?
You built a business for freedom. You’re an entrepreneur.
I don’t think the plan was to create another job for yourself. And if there is one thing we can agree on, I think it is that.
So, if you are still picking up the phone, read on to learn how outbound call center services and inbound call center solutions can completely change the game without changing the experience for you or your customers.
The call center services industry is a vertical within business process outsourcing that enables companies to use top call center outsourcing companies to carry out inbound or outbound business-related tasks.
These tasks can vary by industry and need. The most common reason businesses use call center services are simple — it’s about reducing overhead; saving money; focusing employees on high level work, not tasks that can be delegated or outsourced.
Some examples and types of call centers:
That list is by no means exhaustive, but illustrative of the reasons companies to choose find the best call center for their needs.
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.
To get there, though, you have to find the right partner. That starts with understanding the various types of call centers, but also includes a careful vetting process to make a sound business decision.
Let’s start with a basic distinction. It’s tempting to think of answering services and call center services as one and the same. But, even though they are closely related, they actually differ in a couple of important ways.
Call center services are general in nature. They deal with basic customer support questions, and tend to be industry-agnostic. But, depending on the service you hire, they can also offer secondary inbound and outbound services (more on those below)
Answering services are more specific. They tend to be specialized for one industry, focusing on topics like technical support and in-depth customer service. This service requires a significant degree of knowledge about your business and the industry you’re operating in.
Answering services are actually a type of call center service, but not all call centers are answering centers. In either case, they act as the first line between your business and your audience, whether it’s by answering calls or making those calls themselves.
One distinction you need to make is what type of call center service does your business need: inbound vs. outbound.
An outbound system has call center agents make calls on your behalf. Outbound call centers primarily focus on telemarketing services and cold calls, usually with a heavy sales focus.
Companies leverage call centers to outsource portions of the sales process or for cold calling potential prospects.
There are a number of advantages to leveraging a call center this way.
Companies looking to scale their outbound sales process can find outbound call centers particularly useful for cold calling and generating leads. Beyond cold calls, telemarketing services might also include winning back lost customers, performing customer experience surveys, and more.
You can also hire an outbound call center for market research, conducting surveys designed to better understand your audience and improve your business.
Unlike their outbound counterpart, inbound call centers field incoming calls to the business and either handle the call based on a process outlined by your business or escalate the call to the appropriate department based on the call.
Companies that offer around the clock support to customers can rely on 24/7 contact centers answer incoming calls and manage help desk functions in order to maintain a high response rate and fast customer service.
Why should you outsource inbound calls?
Inbound call center services, in other words, are less focused on sales and become serve more of a customer support function. Alternatively, they might help in your order processing tasks. Think about outsourcing the process of answering calls if you want (and need) to prioritize customer experience.
With the basic distinction between inbound and outbound calling established, let’s focus on finding an option that meets your needs.
At first glance, it might seem like most of the companies you’re looking into are created equal. The services offered are almost identical, and they all promote their business in similar ways. In reality, that’s far from the case.
As soon as you start to get specific, the services you find start drifting apart. Now, the differences become clearer.
Let’s dig into some of the questions you might want to ask yourself as you think about outsourcing your outbound or inbound calls.
We’ve all been on the phone with Sam or Max, the customer help desk agent of undefined country of origin. That’s not, in isolation, a bad thing. Companies outsourcing their customer service lines to more cost-efficient countries is certainly nothing new.
It’s important to understand whether or not the call center you’re looking to hire is based in the U.S. or in a different country, for a number of reasons:
Take price out of the equation, and a domestic partner tends to be the better choice. Choose an international alternative only if you can’t afford it and the alternative would be working with no cost center at all.
Dedicated agents are assigned only to your company. They learn about the nuances required to answer customer service calls or making outbound service calls on your behalf. They might be hired help, but they’re your hired help.
Shared agents work with a number of companies on a given day. They answer phones for other clients as well, only paying attention to your needs when needed at a given time.
You might think that dedicated agents are better. In many situations, that’s true. They can better answer complex questions and build a more consistent customer experience.
There’s something to be said for shared agents, though. Especially for more general customer service needs, they’re significantly less expensive. If your company doesn’t require dedicated attention every minute of every day, this model is better for your bottom line.
It’s not a clear-cut choice between these two options, either.
When the partnership starts, the call center will be an extension of your business. Your customers won’t even know the people they talk to aren’t part of your brand.
That means you have to know what’s going on when those calls occur. When you look for the right call center, always ask about the reporting function.
There’s a wide range between the answers you get. Every center offers reports, but some only include basic numbers on the amount of calls handled by agents. If you really want to benefit from this partnership, that’s not enough.
Instead, look for the deeper numbers. The analytics that actually tell you how the call center is performing.
That might mean real-time data analytics, complete with visualization opportunities for an easy overview. It might mean recorded calls so you always know what happened.
What it should definitely mean, though, is a reporting option that keeps you happy and confident about the work that’s being done on your behalf.
We’ve hit on the basic distinction points between outbound and inbound call center services. So let’s dig deeper.
As you do your research, you’ll sooner or later get on the phone with potential partners. Ask the right questions to know how you can and should prioritize them in order of how helpful they’ll be to your company.
Of course, that list is not complete. It covers most of the important areas you need to know before you make a selection. That doesn’t mean you can’t ask more.
If your industry is specific and you’re looking for those specific services, ask about the industry.
If you already have an internal system set up, ask how that can integrate with the outsourced system.
There is no limit to asking questions. You should ask those questions. Leave no stone unturned to make sure that the partner you select actually makes sense for your situation.
As you might have guessed from the above questions and emphasis, pricing inevitably becomes an important factor in finding the right call center.
First, an important point. In almost every scenario, using a BPO cost center is cheaper than hiring and maintaining your own staff.
The key here is the flexibility. You’re paying the agents by their work, which may well not be full-time. Fixed costs for facilities are non-existent. Combine both, and you get the significant pricing advantage of call outsourcing.
Even once you’ve made that determination, the pricing considerations are just starting. Call center models tend to vary according to needs and business structure.
Quantitatives matter here. You pay the call center based on their output. Think a certain price for every call made or for every production hour.
This price-effective model is especially common because it sets a standard of output that your call center has incentives to achieve. At the same time, it doesn’t focus on quality metrics and you have to trust that ‘productivity’ actually means positive production for your business.
In this option, you pay for every agent working for you. That ensures the vendor never over-staff, and leads to the most consistent monthly costs of these three models.
But there’s no incentive for efficiency or productivity. Theoretically, the agents might never field a call and still get paid. When volume increases, the staff might also get stretched thin in scaling up.
Scaling your business is hard. We aren’t telling you anything new there. The more help you get, the better.
So why focus some of your energy on answering the phone or calling your audiences? Why not spend that time on what you do best: growing your business?
Because your customers, prospects, and target audience expects those phones to be answered.
Because your sales wouldn’t scale with you if it weren’t for some cold calling and market research.
None of that, though, means that you’re on your own. With the right strategy and understanding, outsourcing to a call center might just be the choice that gets you back on track and building to scale.
It’s not easy. But it’s also far from impossible.
You just need to know what call center to look for, and what questions to ask. Before you know it, you’re partnering with a vendor who has your best interests in mind and helps you scale your sales, customer service, and tech support accordingly.
And isn’t that what we’re all looking for?