Our Industry Experience
Our Brand Care approach works across a range of industries because expressing a brand personality and taking outstanding care of customers is always a winning strategy.
With three decades in the BPO business, Contact Center Source has the experience necessary to bring the Brand Care difference to your company, no matter the industry. Our diverse clientele cover a broad range of industries and require an equally broad range of solutions to meet their needs. With thousands of customers, you can feel confident that we have experience in your industry. Read ahead for more information on what Contact Center Source is doing for other companies in your field, and what we can do for you.
Luxury Brands
Exceptional customer service defines a luxury brand. We have decades of experience providing customer care for some of the world’s most trusted luxury brands.
WHAT IS A LUXURY BRAND?
A luxury brand offers luxury products, of course, but to attract and retain discriminating buyers, it must also offer luxury customer service. In fact, what sets a luxury brand apart from the crowd isn’t only price—it’s also the quality of the overall customer experience.
REPLICATING THE IN-STORE EXPERIENCE
The goal for luxury brands outsourcing their call center function is to find a partner whose Brand Specialists can provide the same friendly, expert, personalized service customers would receive from an in-house representative. We have done this so successfully for so long with so many luxury brands that we have become Luxury Brand Specialists. Our Brand Care approach includes more stringent qualifications and extra training for the Brand Specialists on your account, and ensures they have the technology and processes that allow them to consistently provide a higher level of service for luxury brand buyers.
Automotive Customer Service
Driving Sales & Conversions. Our automotive team specializes in lead-generation and prospecting support to make your dealer-group marketing campaigns a success.
OUTSOURCING LETS YOU FOCUS ON YOUR CORE STRENGTHS
At Contact Center Source, we’re available 24/7/365 to treat your prospects and your customers to first class service. Our Automotive Brand Specialists develop and nurture leads, helping you turn them into loyal customers. We support multiple touchpoints in the customer life cycle – from early stage lead responses and appointment setting to post-sale application processing. Our integration team can connect directly to your CRM platform, delivering your lead and prospect data directly to your dealers. This allows you more time to focus on your core strengths and frees up your salespeople’s valuable time for the customers in your dealership.
THE SUCCESSFUL MARKETING CAMPAIGN
Our Automotive Brand Specialists are working hard, 24/7 to ensure the success of your marketing campaigns. We provide live support at multiple touchpoints through your sales funnel. At Contact Center Source, we understand dealership management challenges. Our specialists are skilled at processing numerous leads from web landing pages and delivering optimized data back to your dealers. We respond via outbound emails to your lead-gen campaigns to deliver fast, efficient responses loaded with critical information. Contact Center Source Specialists have the tools, technology, and infrastructure to manage web-based lead generation, follow-up responses, prospecting, and business process outsourcing, for your potential customers.
FINELY TUNED PERFORMANCE
Top global brands trust Contact Center Source to blend the people, processes, and technology necessary to deliver the right customer experience every time. Our Automotive Specialists excel at expressing your brand personality in every call, chat, and email response. At Contact Center Source, we provide the kind of high-touch customer care required for big-ticket retail items. We deliver the best in customer care while growing your brand loyalty. You’re in great hands with Contact Center Source.
UNDERSTANDING CUSTOMER NEEDS THROUGH MARKET RESEARCH
With outbound call surveys, we help you gauge your target market better. Our Specialists make calls and gather insightful data to optimize your marketing campaigns. From a personalized touch to a fully automated system, quick, accurate, up-to date-information is delivered to you and your customers.
Omnichannel Customer Care Retailing
Support at every customer touch-point. We speak your brand consistently across all channels, reinforcing your image and delivering great experiences on the web, on the phone and via chat or email.
CAPTURING LARGER ORDERS
Targeting multichannel consumers isn’t merely a strategy for keeping pace with demographics; a multichannel shopper’s order tends to be three to four times larger than the average single channel shopper’s. So not only is a larger portion of customers frequenting multiple shopping venues, these multichannel shoppers account for an even larger proportion of the overall revenue pie.
BRAND CARE ACROSS ALL CHANNELS
Great customer experiences help you retain customers. Those experiences now happen at multiple touchpoints, including live or virtual transactions, in person, on the phone, or via email or chat. Customers want a personalized and immersive experience. They want to deal with personable agents who have relevant and accurate product information, and who can guide them through any transaction, no matter how complex. Our Brand Care Specialists are experts in providing great experiences through every customer contact channel.
Healthcare & Pharmaceutical Call Center Outsourcing
Contact Center Source supports a wide range of healthcare initiatives using a proven dedicated contact center services model. The healthcare industry manages sensitive financial, emotional and privacy issues between providers, employers and individuals. As the sector evolves, there is a greater demand for higher standards and better quality of healthcare call center service. Today’s competitive healthcare organizations are under constant pressure to deliver a more precise level of support at a much faster pace – whether by phone, email, chat or social media.
HEALTHCARE REFORM
The ability of the management team to stay up to date with the latest in healthcare reform, restructuring and regulations. Contact Center Source has extensive experience working with companies in healthcare and other regulated industries. As a healthcare and pharmaceutical call center, we recognize that updates in regulations require us to be adaptable, flexible and prepared for rapid change as directed by our client.
REPORTING AND ANALYTICS
The ability to achieve world class call center performance-level metrics while still maintaining the voice of customer (VOC) metrics such as first call resolution (FCR) and customer satisfaction (CSAT). Contact Center Source provides world-class call center performance-level metrics while still maintaining measures of customer sentiment, including VOC, FCR and CSAT. Contact Center Source uses dynamic real-time reporting that provides high level snapshots as well as detailed reporting that can be used by frontline call center management. Management upholds and works to surpass key performance indicators (KPI) and benchmarks. Reporting suites include call volume by day part and call type, agent utilization, quality assurance and speech analytics.
PLAN OPTIONS AND THE SELECTION PROCESS
Maintaining the process of presenting health plans that have value to members and being able to simplify the levels of coverage for easier comprehension. Understanding how employers and individuals generationally assess their healthcare needs, the process in which they gather and compare information and ultimately, how they select the plan they feel is best for them. Contact Center Source works with your team to create a comprehensive training program, including modules to specifically address presenting your plans and options in a clear and concise method that prospects and members across all demographics can grasp. Contact Center Source understands the decision-making process of the individuals who must consider the financial and emotional well-being of their family.
SCALABILITY, THE FACILITY AND TECHNOLOGY
The ability to onboard the next wave of new enrollments, which will require support from the contact center’s workforce management team to accurately forecast the anticipated increase in call (email, chat) volume and create a plan to add staff. With these increases, they must allocate the appropriate budget and build out their facility to accommodate the influx of new staff. The implementation plan should include an expansive number of workstations, computers, software licenses, connectivity and telecom ports. Contact Center Source’s campuses include workstations for your dedicated team of Brand Specialists, as well as the training, quality assurance and meeting rooms required to support your team’s operations. It has the facilities and technology to expand your program as forecasted during peak and promotional periods.
Tourism and Travel Customer Service
Flexible, cost-efficient services. We can handle calls, fulfill requests for information and make reservations for your customers, ensuring they have a great travel experience.
A RANGE OF INTEGRATED SERVICES
When you work with us, your account is always staffed with on-shore Brand Specialists who work at our call center, where we can ensure they receive the same training, adhere to the policies and procedures you spell out, meet our stringent quality assurance requirements, and understand the culture of your company. The result for your customers is a consistently high level of service that increases customer satisfaction and boosts loyalty. We offer a full range of integrated services for tourism and travel clients, including call center, fulfillment and business process services.
STAFFING THAT MEETS YOUR NEEDS
Headquartered in the heart of California and Call Center in the heart of Cairo - Egypt, Contact Center Source has access to a pool of multilingual Brand Specialists who speak Spanish or another European language. We also have the flexibility to scale up or down to cost-efficiently handle seasonal peaks and valleys and help you maximize profitability during your busiest times.
Banks & Financial Institutions Outsourced Call Center Services
Outsourced Call Center Services – Increasing Trust & Loyalty. Our specially trained, expert Brand Specialists can help boost customer satisfaction and retention. We also offer communications infrastructure technologies to increase efficiency.
BOOSTING LOYALTY WITH SUPERIOR SERVICE
We take care to hire, train and manage a special type of Brand Specialists who are best suited to staff our call center teams for banking, Mortgage, finance, Debt and Student Loan Consolidation clients. These Specialists have the soft skills, the education and the industry knowledge to answer in-depth questions from customers about operations, your business and their accounts. When they don’t have the information to solve a problem, they know to escalate the issue to ensure the customer gets the right answer. Our Brand Specialists have been trained in policies and procedures that safeguard the privacy of personal and financial information and ensure compliance with federal and industry regulations. We recognize that accuracy and error-free interactions are always important, but especially so when dealing with customers of our clients in banking and finance.
ESSENTIAL INFRASTRUCTURE TECHNOLOGIES
In addition to staffing these accounts with highly qualified Brand Specialists, we provide infrastructure technologies for many clients, including multichannel contact modes, self-service IVR, and IP-distributed workforce capabilities, which optimize workforce efficiency and improve customer service.
Energy and Utilities
The power to communicate. Utilities rely on us for our Brand Care approach to their outsourced marketing and customer support.
Insurance
Contact Center Source is a preferred telesales and call center partner for some of the world’s most well-known insurance companies throughout the USA and Canada.
Legal
Whether you need an answering service for a small, local practice, or require call center experience and expertise for a class action lawsuit, Contact Center Source's call center services for the legal industry provide the staff, experience and customizable options to meet and exceed all your needs.
Non Profit
Non-profits and charities rely on volunteers and contributions to support their organization. Contact Center Source provides cost-effective, customizable inbound and outbound call center solutions for not-for-profit organizations.
Sports
Contact Center Source provides telemarketing, telesales and subscription management services for a wide variety of sports activities and events.
Mortgage Services
Contact Center Source has been offering mortgage solutions to mortgage professionals, bankers, brokers, and lenders across the globe for over a decade. Our mortgage services are streamlined, process-oriented, and focused on the Industry accepted standards, that helps us offer Best-In-Class effective mortgage support solutions, and help our clients get best return on their investments.
Professional
Contact Center Source has been a long time trusted call center provider for those in the professional services industry including Architects, Engineers, Doctors, Dentists, Accountants, Actuaries, Contractors, Plumbers, Towing, Electricians, Management Consultants, Tax Advisors and many more.