Call Center Services
Our sophisticated Florida-based Call Centers offer PCI-compliant, 24/7 service to our clients, including inbound & outbound sales, customer service, and third party verification. We pride ourselves on combining the best technology, processes, and people to meet the business needs of our clients and partners.
The Undisputed Leader In Outsourced Customer Experiences
Fully U.S.A. Based Call Centers
Leading brands count on Adcomm’s outsourced, fully U.S.-based Call Centers to initiate, support, and grow customer relationships. Our skilled call center professionals are trained to manage the nuance of customer conversations in today’s multi-channel world. Through upbeat interactions in your brand voice, our agents take pride in improving customer retention by leaving your customers with an enduring, positive impression.
Our integrated, multi-channel solutions weave together phone and web-based contact including email, chat and text to smoothly support the customer across device and channel preferences. Our integrated approach to order management, plus active management of installation, enable us to shape the customer experience throughout the journey. Further, the entire process is coupled with sophisticated reporting to our client partners.
Call Center Support includes:
- Lead Generation
- Order Entry including credit check, payment processing, disclaimers review and installation scheduling
- Third-Party Verification
- Appointment Scheduling
- Quality Assurance
- Customer Service and Support pre- and post-install up to 24 months
- Cross-selling of secondary products and warranties
- Client Customer Satisfaction and Customer Experience Surveys for continuous improvement feedback loop
What Makes Us Different
It all comes down to people. Our Call Centers are staffed by experienced people who take pride in being responsive and building relationships that drive results. What makes our staff unique? Careful screening and meticulous training put them in possession of the traits and skills required to launch credible relationships within seconds of initial contact. Advanced, top-performing technology empowers them with valuable insights, and our high-energy atmosphere fuels motivation and continuous improvement.
The result is enviable rates of satisfaction among our client partners and their valued customers who describe us as nimble, comprehensive, reliable and cost-efficient.
With our depth of experience and track record for delivering improved conversion rates, customer service scores and LTV (Lifetime Value), it’s no wonder leading telecommunications providers and retailers such as DIRECTV, AT&T, ADT, CenturyLink, Exede and Vivint entrust us with their most valued assets — their customer relationships.
Cutting-Edge Technology & Professionally Trained Staff
All our contact center professionals are supported with superior training, knowledge and advanced technology that provides personalized, actionable customer insights.
Our highly responsive, high-energy Call Centers are equipped with:
- Bi-lingual (Spanish) and chat capabilities
- Upgraded reporting systems and management solutions
- Pipkins℠ workforce management software for accurate forecasting and efficient scheduling
- Five9® smart dialing, intelligent routing, and CRM
- Onscreen call scripting and prompting
- Call Miner speech analytics for Quality Assurance, PCI compliance and improved agent performance
- Re-designed network with enhanced redundancy across servers and phone systems
- Cyber-security enhancements for the protection of customer information and data
Our unique recruiting, screening, onboarding, training and incentive systems develop enthusiastic Call Center staff that is:
- Highly competent in product knowledge, systems and soft skills
- Uniquely committed to building and sustaining customer relationships to drive down churn and drive up Average Revenue Per User (ARPU)
- Consistently focused on client key performance metrics (KPIs) and list penetration
- Upbeat, polished and dedicated to continuous improvement