The Omnichannel Experience – Our flagship customer support service that includes our multi-channel contact and call center services.
Manage inbound customer care 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 customer care 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.
Considering partnering up with a third-party call center? This article explains the main reasons for outsourcing customer care and the industries that benefit the most.
Despite facing many challenges during the COVID-19 pandemic, millions of essential workers continued to fulfill their duties. Call center agents were among them, with nearly every private company and governmental agency deeming them “essential.” The U.S. Department of Homeland Security (DHS) listed call centers as “essential to continue critical […] operations.”
Most call centers operated by government agencies required agents to work onsite due to the nature of their work. As for most private organizations, the pandemic forced them to adopt telecommuting.
“The COVID-19 pandemic has forced many organizations [sic] to adopt remote working arrangements as an emergency measure to continue operating.” — Deloitte
Fortunately, telecommunications systems dedicated to remote work have been around for several decades. In particular, remote agent management technology is well developed, cheap, and plentiful. Most importantly, it’s quick and simple for companies to set up, as well as easy for remote customer service employees to learn how to use. Many businesses also began outsourcing call center services if they needed extra agents or had none employed in the first place.
Call center agents, whether working remotely or not, played a vital role in the survival and, in some cases, the growth of numerous businesses in 2020 and 2021. They boosted the reputations of the organizations they represented by keeping consumers informed, solving their problems, and reconciling their complaints.
Cost-effectiveness is the prevailing reason why businesses choose to outsource inbound call center services. Outsourcing means that owners and upper management don’t have to worry about onboarding additional employees. They also don’t have to invest thousands of dollars in remodeling their office space to accommodate the necessary equipment. At the bare minimum, one would need to purchase desks, computers, a call center phone system, and various other office supplies.
An outsourced call center specializing in Omnichannel Customer Support generally keeps up to date with the latest technology. It’s necessary when offering clients a consistent experience across multiple support channels (phone, text, email, social media, messaging apps, and live chat). In addition to that, outsourced call centers have the latest in data collection and analytics technology. This allows you to leverage the power of customer support data across various channels.
While having the latest technological tools at one’s disposal is great, its effectiveness depends on their industry experience. Unlike software development, IT, and other industries technological knowledge is superior, it’s merely an added bonus when it comes to customer service.
All the technology available today could never convert poor customer service practices into good customer service experiences.
At the end of the day — technology or no technology — providing good customer service is all about having “people” experience.
Many small to medium-sized businesses (SMBs) struggle to balance delivering valuable products and/or services while providing great customer service. Training your employees to answer phones and handle customer issues when they were hired for other reasons is costly and time-consuming. Not only that but it will likely cause disruptions in productivity.
When someone is hired for a position in which customer service isn’t mentioned in the job description, they generally don’t appreciate having the responsibility thrust upon them. Even if the employee(s) don’t openly show their displeasure, it will impact aspects of their performance. It’s also not a good idea to create and fill a low-paying customer service position to avoid the former. It will just lead to equally as bad or worse performance.
Outsourcing reliable 24/7 call center services is a cost-effective solution that integrates seamlessly with your organization’s operations. This includes customer support, inbound sales support, appointment-setting, data entry, and after-hours dispatching, among other things. Furthermore, an outsourced call center is the one responsible for training agents, providing them with the necessary technology, staying in compliance, et cetera. All things you won’t have to be bothered with.
It takes a lot of work to launch a new product, service, or marketing campaign. Forego the burden that comes with training in-house staff on how to field questions by outsourcing professionals. The only thing required of you is to provide the details of your product, service, and/or marketing campaign. From there, highly trained inbound call center agents will handle everything for you. An additional advantage of outsourcing call center services is the amount of call data you will have at your disposal. Such valuable data can be used to improve your current products/services, develop new products/services, as well as create more informative campaigns.
Having a dedicated call center benefits any business or organization when applied correctly with solid objectives. However, some types of businesses gain a bigger advantage from outsourcing a call center than others. Continue reading below to learn more about how and why the following four industries benefit the most from outsourcing call center services.
Healthcare providers with busy medical records and/or pharmaceutical support departments often experience administrative slowdowns that hamper profitable operations. Outsourcing cost-effective call center services augment human resource allocation, improves efficacy, and bolsters financial performance as a result. More reasons for outsourcing call center services in healthcare operations:
Despite providing their customers with things such as mobile and web applications, insurance companies still struggle to handle the persistently large volume of calls. It takes them longer to process claims, handle inquiries, and funnel prospective policyholders than it should. Outsourcing call center services can help speed these processes along.
More reasons for outsourcing call center services in insurance provider operations:
While more conventional “big-box” retail chains are floundering, small to medium-sized retail companies that invested in e-commerce are expanding. Outsourcing call center services allows these growing retail brands to provide customers with a convenient and friendly first point of contact. An outsourced call center should be capable of helping your e-commerce business grow larger while retaining the customers you already have.
More reasons for outsourcing call center services in e-commerce and retail operations:
Small businesses already have enough on their plate in terms of operations. The last thing a small business owner needs is to spread their team thin, trying to provide solid customer support. The same thing goes for startups that often can’t afford to bring on a dedicated team of customer service specialists. Not everyone is a natural at dealing with current or potential customers over the phone. However, outsourced call center agents do have such skills — it’s why they’re in the business in the first place.
More reasons for outsourcing call center services in new business and startup operations:
Most owners and upper management might find it hard to entrust their business to an outsourced third party. This is especially true when it comes to entrusting that third party with your most valuable asset: your customers. At least with other types of BPOs such as data recording, analytics, website management, and others, you can correct mistakes before too much damage is done. Mending relationships with customers who experienced bad customer service, however, is more difficult, whether it involves a third party or not.
At Millennial Services, we are empathetic to our client’s concerns. We understand that you’ve worked hard to get your business to where it is today; few people in your circle appreciate the sacrifices you and your team have made. With Millennial Services as a part of your team, you will have people who care as much about you, your business, and your customers as much as you expect a partner should. That’s what we’re in business to do. To learn more about the reasons for outsourcing call center services, please contact us today!