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.
In today's world, it is more important than ever to vet the people and organizations we do business with.
Whether you’re reviewing job applicants, insurance applicants, potential customers, offerings from contractors, disability candidates, or want to mitigate supply chain risks, pre-screening services help businesses streamline the assessment and qualification process.
History has proven time and again that the risks of hiring based on a “gut feeling” can be significant. Nevertheless, countless organizations still hire candidates without screening them adequately or at all. They skip pre-employment screening, background checks, or lack the necessary auditing protocols. In doing so, employers presume the people they hire will put their best foot forward. Below are some statistics to give you an idea of how important it is to establish a reliable employment screening program.
Employers must remember that they are responsible for an employee’s behavior—in some cases, this even includes behavior occurring away from the workplace and off the clock. It can also include physical, psychological, or financial harm to people or the destruction or loss of property.
Disturbing trends related to workplace violence, employee theft, negligent hiring lawsuits, as well as the rising costs in recruitment and training has spurred a growing number of organizations to establish reliable employment screening programs. Employment screening and background checks serve a crucial role in exercising reasonable care during the hiring process, reducing the employer’s liability if an employee violates someone’s rights, commits a crime, among other things.
Thoroughly, properly formulated, and professionally administered pre-screening services reduce employer risk. They also improve overall business outcomes. Additional benefits include:
Organizations have particular interests and aspirations that can be furthered by a professionally-designed employment screening program. Millennial’s pre-employment screening services are customizable to your organization’s needs. Our highly trained agents address the risk tolerance and goals of your organization.
Approximately 60 million Americans currently receive Social Security benefits every month. While a large percentage of those benefits help older adults who are retired, a significant number of recipients ranging in age also get Social Security Disability Insurance (SSDI). For those suffering from a severe disability or clearly meet the Social Security Administration’s (SSA) requirements for being disabled, they may get approved easier than others.
While the SSA automatically approves a few disabilities for benefits, they’re not the only disabilities that qualify for insurance. In order for an attorney to get a better picture of this, they would have to use what is known as the “Blue Book.” The Blue Book is the SSA’s medical guide used to evaluate every SSDI application, particularly for people with severely disabling impairments. The Blue Book is composed of two parts: Part A for adults and Part B for children that qualify to receive SSDI. It covers a variety of severe impairments ranging from Trisomy 21 Down Syndrome to Cerebral Palsy to terminal cancer.
It states in the SSDI Qualifying Conditions section of the SSA’s FAQ:
“In addition to listing qualifying conditions for SSDI, the Blue Book also outlines the medical evidence required for approval with disability. Essential pieces of medical evidence are detailed under the individual listing for each condition.
“There is also information provided at the beginning of each major section of the Blue Book, describing how the SSA evaluates disabilities that fall under that body system. This introductory information commonly includes the tests and other crucial details the SSA must see in your medical records in order to grant approval for disability benefits.
“For this reason, it’s important for you, your doctor, and/or your disability advocate or attorney to not only look at the qualifying conditions for SSDI but also the introduction of the Blue Book section where your condition is listed. This will give you insight into how the SSA reviews claims like yours and it will often tell you the exact tests and other medical proof need for you to be approved for benefits.”
As you can see, being able to pre-screen individuals who might qualify for SSDI is a very powerful tool. Millennial Services quickly and efficiently screen potential disability candidates and informs attorneys if they meet the Blue Book standards set by the SSA. By allowing Millennial Services to streamline the process for you, valuable time and resources are saved.
On June 1, 2020, the Department of Justice (DOJ) issued an amended version of its guidance concerning the Evaluation of Corporate Compliance Programs, with enhanced third party management being the focus topic. In the introduction, the DOJ makes it clear what is expected from businesses in order to protect themselves.
“The ‘Principles of Federal Prosecution of Business Organizations’ in the Justice Manual describe specific factors that prosecutors should consider in conducting an investigation of a corporation, determining whether to bring charges, and negotiating a plea or other agreements. JM 9-28.300. These factors include ‘the adequacy and effectiveness of the corporation’s compliance program at the time of the offense, as well as at the time of a charging decision’ and the corporation’s remedial efforts ‘to implement an adequate and effective corporate compliance program or to improve an existing one.’ JM 9-28.300 (citing JM 9-28.800 and JM 9-28.1000).”
The guidance goes on to explain that federal prosecutors are expected to ask three questions:
Federal prosecutors begin their assessment of whether an organization’s compliance program is well designed by studying its operations from a commercial viewpoint. He or she will then evaluate how the organization identifies, assesses, and defines its risk profile. That is compared to the extent to which scrutiny and resources are appropriately assigned to the spectrums of risk. In other words, federal prosecutors investigate how and why an organization chose to establish its compliance program in a certain way; he or she will also want to know how and why its compliance program has or has not advanced over time. Below are the top five updates to the Evaluation of Corporate Compliance Programs you should be aware of.
A new sub-section has been added to the guidance that queries issues dealing with compliance and control. Some examples include:
This underpins the requirement for a principal vendor control system that is employed as the central source of data veracity regarding vendors and other kinds of third-parties. Vendor data concerning monitoring activities, contracting, due diligence, risk assessments, and justification should be stored on a single system; it should allow for regular and proper reporting, conclusive testing of compliance with policies, transactions, and controls.
The DOJ continues to raise the bar with the latest update. As security issues are on the rise globally, it expects a lot more from compliance programs adopted by organizations. The Evaluation of Corporate Compliance Programs seems to be more focused on risks posed by third parties, as well as how compliance programs will identify and handle them.
The DOJ added the following question for prosecutors to use as an evaluation tool:
“Does the company engage in risk management of third parties throughout the lifespan of the relationship, or primarily during the onboarding process?”
This appraisal seems to be targeting the issue of substandard third-party risk monitoring—something that had gone unchecked in countless third-party management programs before the update. You should review your third-party vendor management program to be sure it covers the management and governance of risks. This includes contracting, onboarding, procurement, planning, due diligence, monitoring, and discontinuance.
Prosecutors are directed to apply the following guidance:
“Prosecutors should also assess whether the company knows the business rationale for needing the third party in the transaction, and the risks posed by third-party partners, including the third-party partners’ reputation and relationships, if any, with foreign officials.”
The new requirement for organizations to understand the “business rationale” that necessitates a third-party vendor. Incorporating a “business justification” in your planning and procurement process addresses the business rationale. Of course, drawing up a business justification for every type of vendor is less than practical. But it is absolutely necessary for medium to high-risk third-party business relationships.
The DOJ asserts that, once a compliance program is in place, it should be periodically revised and fine-tuned. The prosecutors will deem it a “paper program” if this is not accomplished. Updates to your compliance screening policies and techniques must be done in line with the organization’s periodic risk assessments, as well as based on previous incidents. Ideally, your compliance screening program should ultimately increase the value of the relationships you have with third-party vendors.
The DOJ updated its guidance by requiring the following:
“Prosecutors should also determine ‘whether the corporation’s employees are adequately informed about the compliance program and are convinced of the corporation’s commitment to [….] implemented, reviewed, and revised, as appropriate, in an effective manner.” JM 9-28.8
This amendment shows the DOJ’s concern about compliance officers being provided with adequate resources and sufficiently empowered to do their job. Vendor compliance screening programs have been notably under-resourced for years. Organizations need to learn quickly that insufficient resources will no longer be a justifiable excuse for non-compliance under the new DOJ guidelines. In order to guarantee adequate resources, identify all stakeholders associated with vendor management. Ensure each one of them has clearly established roles.
Millennial’s pre-screening services employ highly trained agents to make the process of pre-screening individuals and organizations a lot easier. Whether your business needs pre-employment screening, pre-screening for disability benefits, pre-qualifying potential lending and insurance applicants, third-party compliance screening, Millennial has you covered. Most importantly, you get to set the determining criteria.
Our professional remote workforce allows us to offer English-fluent, US-based prescreening support in an omnichannel contact center environment. By outsourcing this to agents and operations trained to your specification, you eliminate the possibility of error. Instead of doing disparate things and possibly missing important details, you are implementing a team of specialists focusing on one thing—identifying candidates who meet the qualifications you have set and those who are not eligible for consideration. You cannot do it all on your own, that is why high-quality pre-screening services are vital for your business.
If you have any questions about this topic or would like to know more about our pre-screening services, contact us today.