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.
Growing your business means finding out how you can scale your operation sustainably. If you don’t keep the process top of mind, your entire business could fail. Documenting your processes creates a standard set of expectations. It makes sure that every agent, from their first minute representing your business, holds up their end. And of course, it increases the quality of customer interactions.
It’s all about the process.
Growing your business means finding out how you can scale your operation sustainably. If you don’t keep the process top of mind, your entire business could fail.
Not shockingly, that’s as true for call center customer service as it is for most (if not all) other aspects of your business. Finding a way to keep a consistent process in place even as some of your customer interactions get handled by outside entities is absolutely vital to success.
Make no mistake: outsourcing your customer service can be a great way to scale. But that’s only if you can find a way to keep it consistent even as your business and volume grows.
More than 80% of your customers bail on your business if they experience bad service. To avoid that, you have to make sure that the outsourced team feels like a true extension of your business.
That’s where process documentation enters the equation.
It may seem like an annoyance at first. Should you really spend the time writing things down when that time could be better spent actually getting to work?
The short answer: yes. The long answer is worth digging into.
Think about your biggest worries when it comes to outsourcing. The agencies are disconnected from your business, the quality of service may not be up to par, and you will not be in the loop on the actual qualities of the call. Now, consider the fact that the right process documentation, executed just right, can solve it all.
Documenting your processes creates a standard set of expectations. It makes sure that every agent, from their first minute representing your business, holds up their end. And of course, it increases the quality of customer interactions.
Process documentation in your call center customer service means setting the baseline. It provides a foundation for everyone working on your behalf to rely on.
Take it from Glenn Pasch, an authority on improving customer interactions:
Think of those documented processes as your roadmap to success. Even if you hit a detour or get lost, you can get back on track quickly and efficiently, saving time, money, and avoiding the risk of a crash.
Pasch uses the example of the food and beverage industry to make his point. If you have a favorite restaurant, you know exactly:
Nothing is left up to chance. A well-run restaurant has standardized its processes to the point where each and every interaction is consistent and reflects the greater brand. So why can’t a call center operate the same way? With process documentation, it can.
Let’s dive into the specifics. Process documentation matters, but can only make an impact for your outsourced call center operations if you get it right. In this case, that means focusing on 6 distinct areas where this type of standardization can make an immense difference.
Customer service agents know that every call is unique. But they also know that, at its core, every call can be broken down into the same underlying parts.
Standardization of these steps can go a long way. It allows your agent to know exactly what to expect and how to react.
Beyond documenting the steps needed in these basic phases, it helps to get down into the details and create a script for agents to follow. That script may consist of simple bullet points or more complex flowcharts of potential answers, depending on the complexity of the typical call.
Through documenting your service call steps, you can make sure that every agent follows the same general steps, increasing consistency. Many call centers can even help in the scripting process.
Just as the individual calls are important to script and document, so is the general process of getting new agents on board with your business and providing ongoing training for existing agents who work on your behalf.
This step can go a long way towards dissuading the fears of many growing businesses. A standardized onboarding process helps to make sure that all agents, new and existing, truly feel like an extension of your business.
An onboarding process should cover the following parts for every agent to consider:
All of these elements are crucial for new agents, but they can matter just as much for those who have been working on your business for a while. These agents may just need a refresher, but ongoing training especially during and after product updates is vital.
This training may be possible without a documentation process, but it can be significantly enhanced by it. That process ensures a level of standardization that ensures every agent gets the same knowledge base.
A code of conduct is a crucial part of call center operations far beyond their work with your business. Everyone working for a partner you can trust should be relied upon to act ethically and in the customer’s best interest.
That said, it’s not uncommon for companies who partner with call centers to present their own code of conduct, applicable for every agent working on their behalf.
At its most basic, the code of conduct should cover the following:
It might just be a few general sentences. More often, it’s a set of statements related specifically to customer service.
You already have a code of conduct for your employees. Translating that to your call center agents allows you to be more internally consistent, and better integrate the call center (or any outsourced operations) into your business communications.
Don’t leave call escalation up to chance. If you do, you could end up with a mess that results in anything but customer satisfaction.
Call escalation is a hassle for your customers. It’s part of the reason they hate customer service so much. And yet, it can be necessary.
Everyone working in this field has been in a situation where the problem just wasn’t possible to solve. A different department, or perhaps a supervisor, needed to get involved. It’s sometimes inevitable.
What you can do, though, is minimize that effect. Set specific guidelines, points at which the call needs to be escalated. They might be customer trigger thresholds or simply a level of technical detail that cannot be expected from the agent. Document exactly what those thresholds are.
That way, the agents working for you will always know when to escalate a call. Crucially, though, they’ll also understand when that type of escalation is not necessary.
A similarly documented process should be in place for common problems with the product, service, or company that agents might encounter.
Even the best products can fail sometimes. Chances are you know what some of those weak spots are, the most common complaints that your audience tends to have. That’s your opportunity for documentation.
Think of it as a type of internal knowledge base or FAQ section. Write down what those problems are, as well as the common answer or solution that can help.
Sharing this list with your agents gets them on a consistent expertise level that will become invaluable during their calls. Its benefits ring true throughout the entire process:
In that last use case, it becomes a supplement to the individual script. Every agent is on the same page, maximizing their abilities to represent your company.
Finally, don’t underestimate the potential of documentation as it relates to your reporting and analytics.
We’ve covered before just how important this part of Business Process Outsourcing becomes. Standardizing it through documentation optimizes its potential.
Call center reporting tends to include qualitative and quantitative metrics on the success of each call. Both aspects can vary greatly in quality if you’re not careful:
The questions could keep going. Only documentation helps you generate enough consistency to truly build reliable reports that provide valuable insights into the success of your call center operations.
It’s not just the process of collecting data, either.
As you partner with a call center, it also makes sense to document the process through which you will receive the reports and analytics that help you better understand your customer service.
Does that happen weekly or monthly? What are the benchmarks your reports are judged against? Do you receive raw data or just high-level summary reports?
It bears repeating: the key here is process standardization, which is only possible through documentation. You minimize variables and maximize your chances of receiving valuable, insightful reports on a regular basis.
In all of the above examples, documentation can be the key to providing excellent and consistent customer service. You just need a call center willing to work with you.
That last part is a crucial point. Not all BPO partners are actually willing to go into that might depth when it comes to lending their agents. Even when they are, the work to actually create all that process documentation can be extensive.
Finding the right partner, then, has to become a core priority as you expand your business and scale your customer service operations.
You need a call center who’s as committed to the relationship as you are. That means not just embracing the documentation approach, but providing valuable insights and assistance in the process.
Remember: a call center likely knows more about typical calls, codes of conduct, and other industry standards that most businesses. That means they can become an important resource through the entire endeavor.
The right call center can provide tips, advice, and even already-documented processes to help you get started. That way, you can rest easy knowing that scaling your business will not hamstring your customer service.