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.
A turnkey reservation center will immediately benefit the bottom line as you begin to see more and better business leads. Read more.
Today, businesses in industries such as restaurants, accountancy, hospitality, healthcare, finance, law, and beauty are flourishing like never before. It has a lot to do with the growing use of online reservation and booking services. A reservation center partner can help enterprises improve the customer experience, and improved customer experience ultimately leads to increased satisfaction.
While quality and price remain an important aspect of winning customer loyalty, customer experience has since surpassed them as the main differentiating determinant among consumers. Furthermore, attention to customer service has become a requisite component to achieving a competitive advantage during an age of rapid digital innovation. It also dictates the levels of customer satisfaction.
In 2018, Adobe and Econsultancy published a report showing that most enterprises had shifted their focus on providing a more customer-centric approach. According to the Digital Trends survey of 18,000 marketers globally, nearly 20% expressed excitement about optimizing the customer experience “ahead of data-driven marketing that focuses on the individual.” Another 62% stated that “a cohesive plan, long-term view and executive support for the future of [their] customer” is crucial to their customer satisfaction success.
Customer satisfaction efforts are geared towards strengthening customer loyalty, increasing retention, and improving engagement—things that a reservation center partner can help your organization achieve.
Business managers are constantly challenged by a growing number of distribution, marketing, and sales channels. For example, online travel and shopping meta-search engines have grown in popularity because they don’t merely offer ratings but allow patrons to make reservations and book appointments.
A meta-search engine is basically an aggregator platform that utilizes data from search engines like Google and Yahoo to provide its own results. While they might make some of their profit from fees associated with reservations and bookings, they also generate income by allowing companies to pay for greater visibility.
But when choosing such an online consumer channel, companies usually have several questions: Which site has the best reputation among consumers? How many optimal channels are available? Which sites offer the best conditions? And most importantly, will it be easy to evaluate the return on investment?
Meta-search engines may bring more consumer awareness while providing reservation and booking services, but it’s more or less pay-to-play. The more you’re willing to pay, the more visibility your company will receive—supposedly the more reservations and bookings. However, that also means that competitors willing to invest more can end up receiving more leads. On top of that, the process is fairly impersonal. To avoid getting trapped in a “pay-to-play” system, it’s best to invest in a more personalized experience.
No matter how “convenient” search aggregators may seem, a highly trained reservation center significantly improves customer experience. Additionally, you will discover that partnering with a reservations center and/or online booking service will relieve tremendous levels of stress on your monthly bottom line.
A cordial, competent staff capable of integrating seamlessly with your brand and service model enables a company to convert potential customers while also ingratiating them. This type of customer service is particularly valuable to companies in the hospitality industry.
A highly trained reservation center and/or online booking service helps establish an excellent first impression; responding to issues that arise with friendly follow-ups fosters great lasting impressions. Those customers you value so much will actually feel valued.
A reservation center partner is an indispensable tool for any organization. It is intended to bring consumers to the end of a channel and boost conversion rates in a market shepherded by countless online meta-search platforms.
Potential patrons expect to be able to make reservations securely, expeditiously, and efficiently via phone or online. If not, they will most likely take their business elsewhere. Millennial Services as your reservation center partner focuses on providing an enjoyable customer experience. Our goal is to provide affordable yet exceptional reservation and online booking services that ensure patrons never feel it necessary to look beyond your brand.
If you want to improve your reservations and online booking, overhauling your website or increasing your pay-per-click (PPC) budget isn’t always the solution. Of course, that doesn’t mean it’s a waste of time or money to do so if it’s necessary. But many businesses tend to overlook the leads their PPC advertisements and websites are already generating. If leads aren’t turning into conversions, it likely has little to do with the quality of your website or PPC ad campaign.
How many qualified leads do you potentially lose daily through search aggregators? Can you trust the analytics provided by them? If you have your own call center or online booking service, how well do they turn marketing leads into conversions?
In 2019, 464 million people in the United States took domestic business trips, according to a report published by statista.com. And while the number of domestic business trips dropped to 185 million in 2020 due to significant travel restrictions, the report predicts numbers will gradually return to nearly 460 million domestic business trips by 2024. Where do you want your hospitality business to be by then in terms of leads generated versus leads converted into repeat reservations and bookings?
To answer that question, one must first discern the motivations behind why patrons continue to schedule reservations or book appointments in the first place. For example, business travelers show brand loyalty to hotels that can help their trip feel less lonely, stressful, repetitive, boring or all of the above. Trying to create an environment that helps people feel less homesick is far from easy, but the rewards are huge for hotels that have mastered it.
Successful hotels begin building the trust of potential guests during the booking process. Brand loyalty is then nurtured throughout a stay. Compassionate gestures and personalized greetings from hotel staff make people feel more at home. Finding and suggesting interesting things for them to do during their downtime, among other things, can also elevate the experience. These small things go a long way with weary travelers, and it all starts with the quality of your central reservation services team.
Business metrics can assist a business with understanding where to make improvements. It’s the first step in analyzing where a client can improve customer satisfaction which will lead to an increase in leads, reservations, and bookings. Employing call monitoring technology, call center teams are able to learn why leads are lost, as well as understanding the reservation strategies that work best. In addition to that, we measure and document the percentage of reservations and bookings from each individual central reservation system (CRS).
If your leads-to-reservations ratio is 50:50, data collected from the calls will likely reveal the primary causes. From there, we can work together to develop strategies geared towards improving your leads-to-reservations ratio. One of those strategies on our end is to provide our call center staff with positive feedback and improvement suggestions. Adding to that, we continue to train and educate our reservation call center agents on how to engage with patrons.
Rather than investing more money in securing additional leads through your marketing team, build conversion value using the metrics collected from calls. By maximizing the incoming calls your marketing campaign drives into our call center, you’ll be able to increase the number of qualified leads. Millennial has accumulated years of data from hundreds of thousands of customer service calls, allowing us to tackle each organization’s unique challenges.
It goes without saying that improvement should be the next step towards increasing the number of reservations and bookings you get. Without improvement, measuring reservation call center and online booking service metrics is a waste of time. The first course of action should be to pass on the metrics to the central reservation system (CRS) team so that they’re prompted to make performance improvements.
The Millennial team is highly trained to deal with those difficult discount and price-seeking callers. Instead of merely handing our agents robotic scripts to read, we train them how to deal with each individual call according to the caller’s need. This helps reservation center agents to respond to potential customers naturally. They know well how to turn potential and even missed opportunities into scheduled reservations and booked appointments.
Continually reinforcing good call center habits is the key to keeping reservations and booking percentages well above the 50% threshold. Incentives such as individual or group bonuses typically result in higher success rates for reservation centers. While Millennial conducts periodic training of our call center agents, we are advocates of daily resource training to keep agents on their toes. This approach further helps improve our clients’ reservation and booking percentages rather than following the “one-and-done” script model.
Identifying and capturing important customer information in your customer relationship management (CRM) system allows you to get more return on your investment (ROI) all across the board. To amplify the success of your reservation center or online booking service, the marketing team should be able to provide agents with more high-quality leads. These leads should, in turn, meet your company’s ideal prospect profile. Your business will lose a lot of money and suffer a loss in productivity if marketing isn’t analyzing its CRM data.
Being able to identify where each lead comes from is equally important as the lead itself. Every recorded lead should include a field pinpointing where it originated from. Some CRM software such as Creatio have a section called “Lead Source” that can be found in a detailed record of the lead. Additionally, an ideal CRM software should also track data concerning lead engagements: marketing events, marketing channels, and bulk email campaigns, among other things.
It should also identify types of activities or classifications such as advertising, trade shows, website visits, and emails. This provides you with advanced metrics on how your company is reaching the market.
By generating high-quality leads, your reservation center and online booking service can better help your sales team hit higher sales goals. Far too often, companies operating in the hospitality industry focus too much on intangible goals rather than possible channels and what’s in their power to access them.
Other high-value hotel leads include event planners, expo centers, business conferences, among others. Lead diversity is crucial to any reservation center and online booking service’s success. This means there should be clear expectations set between both parties, and a responsibility to maintain healthy cross-team communication to ensure total effectiveness.
Finally, it’s always a good idea to conduct “lead scoring.” According to HubSpot:
“Lead scoring is a way to qualify leads quantitatively. Using this technique, leads are assigned a numerical value (or score) to determine where they fall on the scale from “interested” to ‘ready for a sale.’ The criteria for these actions are completely up to you, but it must be uniform across your marketing and sales department so that everyone is working on the same scale.
“A lead’s score can be based on actions they’ve taken, [the] information they’ve provided, their level of engagement with your brand, or other criteria that your sales team determines. For instance, you may score someone higher if they regularly engage with you on social media or if their demographic information matches your target audience.”
A proven and well-trained reservation center partner has the expertise to deliver the extraordinary customer experiences that lead to increased satisfaction. While quality and price remain essential aspects of customer loyalty, customer experience surpasses both and helps your buyers feel appreciated, respected and valuable.
Memorable experiences are what will ultimately win people to your brand.
Partnering with a white glove reservation center provider will bring this vision into shining reality and in the process save you time and expense. If you would like to learn more about how having a Reservation Center partner can bring your business to a whole new level, feel free to reach out. We’d love to hear from you.
Interested in learning more first? Check out the call center best practices and strategies articles on our blog!