Providing excellence in outsourced customer support

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1 Providing excellence in outsourced customer support

2 Content About Frontline Call Center What sets us apart Your call center solutions Inbound & outbound services High performance CSR s CRM integration friendly Transparent reporting & community 2.0 Contact us

3 About Frontline Call Center Frontline Call Center is a high touch call center focused on providing exactly your brand of customer service. Our customer care culture is solid allowing us to focus on the details that make our Agents yours. We operate as another member of your team dedicated to first call resolution when possible creating satisfied customers. Our services are utilized by a variety of clientele as we offer solutions for business to business, business to consumer and many other industry verticals. When you become a client of Frontline, you are assisted through the onboarding process by knowledgeable professionals who can help you determine where your customer care starts, what handling will yield the desired results and the best ways to deliver the results via highly customizable reporting. These same values are applied throughout the life span of your account allowing it to thrive and grow. We are familiar with the in s and outs of starting a business or experiencing unexpected growing pains. B2B B2C We offer solutions for business to business, business to consumer and many other industry verticals. We can provide you with the cloud contact center software at affordable rates allowing your overhead costs to stay relatively low. We can help you evaluate what your needs actually are and if the services we offer as a call center do not fit we can offer additional solutions outside of the typical call center box. We can provide the incontact Next Generation platform for 12 or less seats at affordable rates allowing your overhead costs to stay relatively low. 3

4 What sets us apart 80/30 Service Level Month to Month Contracts Transparent Reporting Above Average Agent Retention Realtime Social Media Response Custom Response Frontline Community /7/365 Customization Level HIPAA & PCI Compliant Overflow call support for other call centers International Support 4

5 Your call center solutions I have a product and a business that I need support for. What do I do now? Do I hire a call center? Start my own in-house support team? We can help with your frontline support!!! Please tell us more about your needs. We have several options to a customized solution. Solution One Solution Two Solution Three Solution Four We provide a full service call center solution for your business with our Agents handling all points of contact. This option is highly customizable. We work closely with you to ensure that your business culture and needs are fully represented in all area s during the onboarding process and setup. We ensure that the Agent representation you receive is what you truly need to help maximize your growth potential. We provide your company with the cloud contact center software that gives an ability to utilize your current support team in an in-house call center type environment with up to 12 seats. We will walk you through the set up and implementation of the platform. We offer a higher degree of support than most competitors for smaller set-ups at a better price point. This solution creates a blended team of your current support team and ours. We provide you with the complete package from Solution Two plus our Dedicated Agents. It adds an additional layer of peace of mind as you control when and how the call volume flows to our Agents. This also means that your overflow is documented in the same reporting logs and format as the calls your in-house Agents take. You are a call center of your own or have own support team and looking for call overflow support. Your calls can be forwarded to our Agents on our platform. This is a great solution for after hour and weekend support that you prefer not to handle; for small offices where support team is often on the go or distracted with other work; if your area experience a power outage or natural disaster your calls will still be answered. 5

6 Inbound & outbound services Sales & Customer Acquisition 24/7 Technical Support Help Desk Support Order Taking / Processing Customer Care & Retention Response & Quality Assurance Services Reservations Conference & Registration Live Chat & Social Media Response Third Party Verification Surveys Other marketing promo s based on client needs 6

7 High performance CSR s We continue to develop our work from home agent model, enhancing Frontline Call Center s profitability and the continued delivery of service excellence to our clients and their customers. Our customer service representatives are employees and part of the Frontline Call Center family, not independent contractors. Our team is spread over 13 states. BASED IN USA 35+ AGE TURN OVER <2% WA MT MI NY UT CO KS WV VA NC STAY-AT-HOME PARENTS MILITARY SPOUSES RETIREES RURAL COMMUTERS GA LA FL CO FL GA KS LA MI MT Colorado Florida Georgia Kansas Louisiana Minnesota Montana NC NY WA WV UT VA North Carolina New York Washington West Virginia Utah Virginia 80% 90% 40% 10% college experience in sales & customer service management experience bilingual 7

8 CRM integration friendly In keeping with the needs of clients Frontline Call Center offers Agents who are familiar with ZenDesk and Salesforce s CRM software. This allows us to integrate our call platform with your CRM to gather real time caller information and pull history on calls prior to the Agent answering the call. When the Agent takes the call they then have all pertinent customer history in front of them in order to reassure your customer on where and how their issues resolution is being handled by other tiers of support if not a first call resolution. In these cases Agents in turn appreciate the ability to satisfy a customer while on a call with no instant resolution or fix. Integration of your CRM with our call platform allows Agent to pull history on calls prior to answering the call. 8

9 Transparent reporting & community 2.0 Frontline Call Center offers the most transparent real time reporting giving you the ability to view your call logs 24 Hours a Day at your convenience. We understand how important it is as a business to know what your frontline representation is handling and how. Your customers provide a wealth of information regarding their perception of your company based on their experience, the areas that are being addressed the most in your call handling and the results of your targeted marketing. This information can be captured and utilized when exported from our community to Excel for metric and analytical purposes. Automated reports can be sent to you daily, weekly or monthly. See which Agent took the call or listen to the call recording. Our Community 2.0 allows you to create a customized dashboard with little effort that gives you the information that is important for the continuing growth of your business. See which Agent took the call or listen to the call recording. Transparent real time reporting available to view call logs 24 Hours a Day. Automated reports can be sent to you daily, weekly or monthly. Customized dashboard gives you the information that is important for your business growth. 9

10 Request a Live Demo Main Office Click or Call Today 9 Hope Lane, PO BOX 1047 Eastsound, WA (888)