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..
Outsourcing doesn’t necessarily mean going abroad. In fact, that might not even be your best choice.
Sure, you could save money by finding a partner in a country with a lower cost of living and wages. And we all know that profits matter.
But we also know that they can’t be your only goal. When it comes down to it, customer experience matters. The effectiveness of your support matters. And of course, a consistent brand experience matters.
That’s why, despite the cost benefits of going abroad, choosing a US-based outsourced call center might actually be more effective. Get it right, and it might just help your business thrive.
Don’t take our word for it. Instead, consider these 10 benefits of using a US-based call center as you consider outsourcing.
You’ll hear the most obvious advantage of staying within the U.S. frequently: there are no language concerns.
We’ve all had the frustrating experience of finally getting through the automated voice system only to get an agent on the other line who, despite their best efforts, is impossible to understand. In countries like India and the Philippines, agents will speak English as a first language–but they do so with an accent that is difficult for Americans to understand.
That’s a potential problem.
Research shows that 75% of Americans don’t speak a second language. Understanding a call center agent who does, despite their best efforts to speak English, tends to be difficult.
Another, related study found that humans naturally tend to distrust anyone with an accent, adding to the concerns that foreign call center agents bring.
Work with a US-based call center, and those concerns tend to go away. The language barrier, in other words, becomes non-existent.
Closely related to the potential language barrier is a difference in cultures that tends to be impossible to grasp. Most foreign call center outsourcing these days goes to India and the Philippines. Let’s look at the cultural differences between these countries and the U.S.
This exercise is easily repeatable with any country your company may consider outsourcing its call services to.
No matter the country, these differences matter. A call center agent, inbound or outbound, will need to build up trust and credibility with your audience. That means understanding both broad cultural strokes like the above and more nuanced, simple facts and feats.
Does the agent know it’s a holiday, no matter how minor? Do they understand local slang and colloquialisms that would not have been taught in English class? Do they care that it’s the day of the Super Bowl when they call?
Naturally, outsourced call centers in the U.S. will tend more towards yes to any of these and other related questions.
Basic marketing best practices suggest focusing on your audience’s needs and expectations before your own. It’s the only way to achieve a value-based marketing strategy designed to get attention, keep that attention, and turn it into revenue.
So why do so many companies not extend that audience focus to customer service, an important part of retention marketing?
If your customer base is largely in the United States, domestic call center agents are naturally closer to them. It’s important to understand what that means:
The formula is simple: if you want to focus your customer service and marketing around your audience, their interactions with your company have to be authentic. That’s much more likely if the geographical proximity between target audience and call center agent is minimal.
Not surprisingly, the United States is among the most educated nations in the world. That has a natural impact on the types of agents that will work on your company’s behalf.
Most positions in this industry require a high school diploma as part of the education. That means before even considering any training (more on that later), every agent has a natural knowledge base higher than the average agent in a foreign country.
Of course, a number of agents also have college degrees, further raising that education level.
The result of this benefit is simple. Call center agents based in the U.S. are typically able to clearly articulate and explain, learn quickly, and acquire new skills relevant to your industry and company.
In other words, you can feel more comfortable with them representing your business on the phone with your audience.
Some of the benefits of U.S. based calling operations are simply functional. Consider, for instance, the fact that you don’t have to worry about time zone differences in this scenario.
Yes, call centers can operate around the clock. But studies have shown that anyone working a night shift tends to be more tired, less attentive, and less productive. Now, think about that difference: a casual 6pm evening in Washington, D.C. is actually 4am in India.
With that type of outsourcing, the adverse effects of time zone differences are almost inevitable.
The same potential problems extend to operational concerns, as well. Simply put, working with a U.S. based operation means being more easily able to get in touch with them to plan strategy, conduct trainings and workshops, and more.
Their work day tends to be your work day, so planning meetings and getting answers on an impromptu call becomes much more natural.
Anytime you give up control over a part of your operations, some level of concern naturally exists. You are now dealing with an entity other than your own business, complete with their own interests, business goals, and desires.
That can go sideways all too easily.
Imagine, for instance, needing to receive sensitive information from customers (such as credit cards of medical information) as part of an average call. You will now need to rely on the call center to keep that data safe.
A number of international call centers are certainly trustworthy. But especially for companies with limited resources, it’s difficult to distinguish between these and the more worrisome ones. Working with domestic company gives you more peace of mind that your company’s best interests will be protected.
Every agent who works on your behalf needs some type of training. For some, that’s more true than others:
All need a relatively advanced level of understanding about your business and the industry as a whole. That might be difficult to achieve in a foreign country, due to issues like language barriers and time zone differences as well as simple service-level limitations.
The same is not necessarily true in the U.S. Greater physical and cultural proximity make a training component more natural and achievable even in an outsourced call center.
The result tends to be a significant benefit. Not only can you make sure that the agents working on your behalf know what they’re talking about, but you can also train them over time to become better and more complete representatives of your company as a whole.
Closely related to training possibilities is the ability to build a better brand experience. Sure, call center agents typically work on straightforward and technical issues. But the margins can matter just as much when it comes to building your brand:
These are difficult questions to answer. Someone just hired off the street probably won’t know them. Only thorough training and education can help you get your call center agents to this level of congruency. That’s more possible in the U.S., where training opportunities are more natural.
It’s a long road. The benefit of getting there, though, is significant. While inconsistent brand usage creates confusion, consistency in the same area actually boosts revenue significantly. A partner in the U.S. makes that easier to achieve.
Don’t underestimate the importance of reporting and quality assurance when it comes to any external partner, especially your call center. Through call logs and analytics, you can gain significant insight into a number of important questions:
The problem is that this type of data can be difficult to obtain with foreign partners. Reporting tends to be more basic here, such as total number of calls or calls per minute.
American companies are typically more familiar with the type of qualitative and quantitative data needed to truly assess the quality of your calling efforts. As a result, you can work with them more easily to build reports according to your needs and preferences.
Yes, the initial cost of going abroad to outsource your inbound and/or outbound calling is lower. However, the same is not necessarily true when you from from narrow costs of operation to a broader view of the concept, and from costs as a whole to revenue opportunities..
According to the National Association of Call Centers, almost half of American companies are still cost-driven when it comes to finding a partner who can provide agents. At the same time, one report found that U.S. companies lose an annual $75 billion due to poor customer service.
It’s not difficult to see how one can lead to the other.
Yes, staying domestic will lead to higher overhead. But, as established throughout this article, the same step also improves your audience interactions. It’s easier to curb those significant revenue losses as a result of poor customer service.
And even considering costs on a narrow level is not as convincing towards going abroad as you might think. The average U.S. call center worker only earns 15% more than their Indian counterpart. As that gap continues to narrow, keeping your outsourced call center in the country only makes more sense.
The above benefits are quite exhaustive. Some of them are more complex than others. Combine them, and they all lead to the same thing:
If you’re looking to outsource your inbound or outbound calling, you need to find a partner you can trust.
That’s not always easy. After all, you don’t know the company yet and can only rely on your judgment.
What you can do, though, is to make sure that judgment is as informed as possible. And that includes ensuring that the partner you’re looking for is based in the U.S.
It’s not a requirement. You do have to consider higher initial costs. At the same time, you also have to understand the potentially significant advantages that come with this choice.
Choose right, and you get a partner who will play an active part in building and growing your business. That partner can help to ensure you make more effective sales calls and improve your customer service, all within the confines of your larger business strategy.
Finding that partner can take time. But if you start looking in the U.S., you’re already on the right path.