Virtual Contact Center Services

Transcription

1 Virtual Contact Center Services

2 Alpine Access Virtual Advantage Alpine Access has operated in a 100% virtual world from inception and uses innovative cloud-based technologies to power its services and solutions. This virtual contact center model offers clients compelling cost-saving advantages that are unattainable in a brick-and-mortar environment. While each of our clients faces unique business challenges, they all have a common objective a desire to provide consistent, remarkable service to their customers. From hand-selected agents to cutting-edge training to real-time workforce scalability, Alpine Access gives clients the best overall value and consumers the highest quality service. Agile: We know first-hand the importance of having a partner who can respond in real-time to the constantly changing needs of your marketplace and business. Our virtual model is designed with flexibility in mind. High Quality: Alpine Access unique ability to hire highly qualified employees located across 40+ U.S. states and 8 Canadian provinces has enabled us to consistently meet or exceed client expectations. Proven: For more than 14 years Alpine Access has successfully developed, implemented and managed programs for some of the world s most respected companies and brands. Delivering virtual contact center services is our exclusive focus. Reliable: Alpine Access earns the loyalty and trust of its clients by consistently delivering on service level and call quality expectations. Our dispersed workforce and flexible scheduling environment helps us ensure that agents will be there to handle call volume fluctuations preventing service interruptions in today s highly competitive, 24/7 business environment. Scalable: One of the greatest advantages clients receive when working with Alpine Access is the scalability inherent in our model. Our ability to adjust staffing levels to grow with our clients needs without compromising agent quality is second to none. Secure & Compliant: Alpine Access secure, patent-pending technologies coupled with annual compliance audits and validations give clients peace of mind knowing their customers data is protected by the industry s most HITECH ACT C o m p l i a n t DSS Level 1, Since 2008 advanced security systems, technologies and processes. Sustainable: Alpine Access model impacts both business and the environment by delivering higher employee satisfaction and lower attrition while eliminating pollution. We are proud to play a part in reducing our carbon footprint and improving the lives of our employees. Leverage Alpine Access innovative and award-winning services and solutions to achieve your business objectives. AGILE VIRTUAL ADVANTAGE SUSTAINABLE HIGH QUALITY SECURE & COMPLIANT PROVEN SCALABLE RELIABLE

3 Hear the Virtual Difference Services for Every Stage of a Customer s Lifecycle Virtualization is changing today s marketplace as more companies are using outsourced vendors to handle customer interactions at every point of contact. Alpine Access understands this need for consistent, high-quality service throughout a customer s lifecycle and provides a comprehensive suite of outsourced contact center services for all stages. SUPPORT/ CUSTOMER SERVICE Alpine Access vs. Traditional Brick & Mortar Agents Alpine Access experienced and educated workforce includes stay-at-home parents, retirees, veterans and spouses of military, students and people with disabilities. The demographics of virtual agents are vastly different from those in brick-and-mortar centers, enabling Alpine Access to recruit and hire employees to deliver higher quality service and more easily connect with customers. BRICK & MORTAR ALPINE ACCESS ACQUISITION/ SALES ACCOUNT MANAGEMENT Average age of agent: Percentage of agents who have attended college: 35% 84% CUSTOMER LIFECYCLE Average years of work experience: 5 15 Talent pool recruiting boundaries: Within 30 Miles Nationwide RETENTION/ SAVES TECH SUPPORT/ HELP DESK Agents ability to continue to work in the event of a natural disaster: Low High BILLING/ COLLECTIONS Multi-lingual capabilities: Likelihood of larceny-theft: Third Party Often Utilized Included B&M 1.5x more likely than Alpine Access Agent Communication Channels Today s consumers want to interact with companies in a ways that are convenient for them, such as chat, , text, telephone or social media. Alpine Access customer care professionals are trained to provide assistance through the communication channels relevant to the client program they are supporting. Each program is custom designed to fit a client s goals and objectives while also improving service quality, increasing revenues and retaining customers. Likelihood of forgery: Likelihood of fraud: Source: Frost and Sullivan & FBI Uniform Crime Report B&M 1.8x more likely than Alpine Access Agent B&M 2xmore likely than Alpine Access Agent SMS VOICE CHAT TEXT WHITE MAIL SOCIAL MEDIA

4 When we made the original decision to shut down our brick & mortar call centers, we selected three different work at-home companies and put them in direct competition because we knew we wouldn t need all three. We chose Alpine Access because of the distinct difference in the quality which was three to four notches above the others. Tim McGrath Vice President of Customer Service Business Solution Division Alpine Access is a technology-empowered services company focused on delivering a high level of customer satisfaction, loyalty and profitability to our clients. Alpine Access pioneered the employee-based model in 1998 and has been redefining the contact center industry ever since. The company was built on the premise that by hiring the best and brightest talent from around the country a higher level of customer service is provided, as is better work-life balance. Today, Alpine Access has more than 5,000 of the industry s premier work-from-home employees dispersed across North America. This team of highly-skilled professionals delivers virtual services and solutions support to more than 30 prestigious brands across 50 different programs. Trusted by Fortune 1000 Clients Alpine Access is proud to power the customer service and technical support operations of many leading international brands. We work with clients across industries such as healthcare, financial services, technology, retail, telecommunications, travel and hospitality, and many others. BPO Services Overview Alpine Access Virtual Contact Center Services are designed for organizations with large customer support operations. Through 100% virtual business processes, innovative technologies and extensive experience, we offer clients a customer contact solution proven to improve customer satisfaction, loyalty and profitability. Our highly qualified agents are skilled at handling a wide variety of call types including acquisition/sales, customer service, account management, technical support, billing/collections and retention/saves. Our domestic agents provide services to in-country callers to ensure cultural affinity. We also have integrated bilingual services where calls are handled by fluent, and often native, speakers, creating a seamless, high-quality experience for customers. Alpine Access offers these services through multiple communication channels. MEASUREMENT/ANALYTICS TALENT ACQUISITION TALENT DEVELOPMENT CONTACT CENTER SERVICES INBOUND VOICE CHAT SOCIAL MEDIA OUTBOUND VOICE ACQUISITION/ SALES SUPPORT/ CUSTOMER SERVICE ACCOUNT MANAGEMENT TECH SUPPORT/ HELP DESK BILLING/ COLLECTIONS RETENTION/ SALES SECURITY/TECHNOLOGY Bilingual services available

5 Dedicated Agents Provide Unmatched Service Alpine Access call center services gives clients access to the best customer service professionals in the nation. Customer care professionals are hired only if they possess the specific characteristics that yield the best performance (as determined by our Talent Measurement team) and skills that match client-defined criteria such as video gaming experience, financial certifications or healthcare experience. This additional layer of knowledge provides faster speed to competency and gives agents an intimate understanding of customer needs. Nationwide Recruiting Through virtual, nationwide recruiting across 40+ U.S. states and 8 Canadian provinces, Alpine Access receives an average of 300,000 applications per year, but less than 2% become employees. The unique ability to hire highly qualified, home-based employees located anywhere allows the company to completely tailor its recruiting, hiring and training processes for each client. As a result, Alpine Access agents deliver higher customer satisfaction, reduced support costs, and remarkable service to our clients customers. A Scientific-Approach to Training Alpine Access takes a learner-centered approach to online learning/training. By combining adult learning theories with distance-based technologies, adults are given control over how they acquire, process, and apply clientspecific program information. The result is greater material retention, lower attrition, reduced overall training time and better performing employees. Matched Employees Alpine Access agents are hired as employees, not contractors. The employee-based model provides clients with an extremely skilled and committed workforce. These employees are: matched and assigned to a specific client programs based on pre-determined performance characteristics and client defined criteria paid to complete in-depth, client-specific training required to commit to set weekly schedules based on forecasted volumes to ensure sufficient coverage. Virtual contact centers using an employee-based model are the best choice for companies with complex call types and the need for knowledgeable teams to assist with high-priority customers. Approx 5,000 Employees Over 1800 Cities 40 States 8 Provinces To find out more about how Alpine Access Virtual Contact Center Services will help you increase customer satisfaction, loyalty and profitability contact us at or sales@alpineaccess.com.

6 1120 Lincoln Street, Suite 1400 Denver, CO DSS Level 1, Since 2008 HITECH ACT C o m p l i a n t About Alpine Access Alpine Access is redefining the contact center industry through its virtual outsourcing services and solutions. Founded in 1998, Alpine Access powers the customer service and technical support operations of many leading international brands through approximately 5,000 work-at-home professionals across the U.S. and Canada. The company offers a robust suite of distributed workforce solutions and capabilities, including SaaS-based talent management platforms, security solutions in the cloud, and consulting services. Rated the #1 contact center and CRM outsourcer for client satisfaction by the Black Book of Outsourcing, Alpine Access clients include respected Fortune 1000 companies in the financial services, communications, technology, healthcare, retail, travel and hospitality sectors. For more information, visit the Alpine Access website at or call Alpine Access, Alpine Access Consulting and the Alpine Access logo are trademarks or registered trademarks of Alpine Access, Inc. All other trademarks or registered trademarks are the properties of their respective owners.