Evolved

CALL CENTER OPERATIONS

We combine traditional call center expertise, process design mastery, and customer data enrichment – all empowered by proven technology solutions – to customize solutions that exceed customer expectations.

Experience the benefits of our capabilities through enhanced operations, improved customer intelligence, insightful reporting, and proven process improvement frameworks.

AGENCY PROFILES

Fan-sourcing agents to match your industry & customer profile
High-touch certification process with nesting period and ongoing agent education
Ability to source agents and go live within 30 days of agreement
Strategic and scalable application process adaptable to your ideal demographic, psychographic, and geographic preferences.
Extremely low turnover rate through effective hiring, management, training, incentive programs, and schedule flexibility

FEATURES

At-home enhanced virtual contact center solution
Domestic or off-shore capabilities
Dedicated or shared agent model
Distributed workforce, virtually impervious to natural disasters
Ability to scale quickly: we can source, certify, and deploy agents faster because of the distributed model; not relegated to geographic brick-and-mortar area
Flexibility to scale up or down due to sudden growth, attrition, seasonality demands, or whatever comes your way
Agents are highly skilled brand ambassadors
Technology-driven experts in customer service, concierge service, appointment setting, and sales
Innovative reporting metrics to revolutionize your operations and maximize resources by analyzing drivers, trends, and arrival patterns

Omni-channel support including Phone (inbound, outbound, & robo-calling), Email, SMS/Text, Live Chat, Social Media, Web, and more
Technical Support: Tier 1 & Tier 2 customer support, troubleshooting, account updates, replacement services, install assistance, issue resolution
Concierge Support including appointment setting, data confirmation, live receptionist, and more
Inbound/outbound sales

Seamless integration with your vendors and CRMs
Customer retention & growth
PCI & TCPA compliant
Process expertise to ensure operations efficiency
Deep expertise in customer data and advanced analytics to create dynamic marketing campaigns

PROCESS MASTERY

Our process improvement team specializes in reducing operational costs, increasing customer satisfaction, and maximizing the lifetime value of customers. Rely on our experts to provide the frameworks and guidance to ensure operations efficiency. We cover the basics including metrics identification and measurement, as well as more complex requirements like current process audits and identification of advantages you can leverage for greater success.

Leaning on our strong workforce management expertise, we will constantly review your operations to ensure optimal efficiency. We help refine your resourcing requirements by analyzing drivers, trends, and activity patterns.

Performance

EVOLUTION

We bring a holistic approach to identifying areas for improvement and customizing solutions. Before we start any implementation, we conduct a rigorous assessment and discovery process to provide recommendations on how to move your business to the next level. Once engaged, we ensure a smooth transition for both your internal teams and (more importantly) your customers. Once the new processes have been implemented, we constantly measure and optimize which drives continuous improvement.

DATA ENRICHMENT

Developing a true understanding of your current customers will allow you to satisfy more of their needs as well as identify new customers. We utilize our expertise in advanced analytics to create models that provide insights into the lifestyles and interests of your best customers.

Our data experts start with the information you have today and match it against databases that include demographic, psychographic, and public records attributes to improve targeting and drive incremental revenue.

CONTACT US

Communication Logic, Inc.

196 South Fir Street, Suite 160
Ventura, CA 93001

Call: (213) 567-4600