Customer Contact Solutions

Customer Contact Solutions provides multi-channel solutions ranging from automated contact programs (utilizing sophisticated text-to-speech technology and interactive touch tone response functionality) to email, SMS text messaging, and Live Agent calling campaigns.

CCS is a complete multi-channel contact center; operating state of the art call centers with highly trained service representatives together with a proprietary voice messaging platform which can generate millions of contacts daily. All personnel, hardware, software and voice messaging equipment is resident in-house.

Many clients rely upon CCS to design key components of their contact management program, where we assist in establishing the optimal customer contact strategy – selecting the best multi-channel vehicle(s) to maximize results within our client’s budget. By way of example:

• Our “Right Party Contact” campaigns routinely improve contact efficiency with the targeted party by 400+%. This is due to the fact that (8 out of 10) individuals who transfer to our client’s call center have been successfully “pre-qualified” as the “right party” as opposed to (1.5 out of 10) on a blind outbound predictive dialing campaign. This increase in contact efficiency provides cost savings via personnel reduction (reducing wrong party transfers) and/or reallocation of staff resources.
• An effective voice message / alert campaign costs pennies on the dollar, and achieves the same or better results as a live agent campaign and typically outperforms direct mail campaigns by 300% - 700%.

Whether the campaign is live agent, fully automated, or a skillful combination of the two approaches, CCS will develop scripting / dialing strategies that will maximize customer contact rates and optimize campaign results.

Please contact us for complete details.