Delivering a great customer experience across every touchpoint.
Speed Commerce operates a premier contact center from America’s heartland.
Our contact center is staffed by professional representatives who are experts in inbound and outbound techniques that build loyal customers. Accelerate your existing sales with an infusion of support from our team or hand over all your customer support needs. We provide a great return on investment to our clients in an environment built to ensure maximum uptime and compliance with industry standards.
Client-Focused Customer Experience
We create a seamless experience for your customers. No matter the method of contact, we’ve got you covered from our 24/7/365 contact center. Our goal is to remove frustrations in your business operations and provide quality experiences for your customers. Managing 24/7 customer care takes specialized skills and experience. Focus on what you do best, and we’ll take care of the rest!
Speed Commerce employees come from a variety of industry backgrounds and bring a vast array of skill sets with them. However, every person on our team possesses a little something ‘extra’ – it’s what we call the Speed Commerce Core Values. These beliefs are the cornerstone of our operations and they fuel the success of both our clients and our people.
What We Can Do For You
When you outsource your customer experience to us, we work closely with you to develop solutions that cover your needs and are flexible to adapt to your growing business. Our services include:
- Inbound and outbound telephone support services
- Customer service and support
- Order processing
- Upselling and cross-selling
- Live chat support
- SMS | text messaging
- Email inquires
- Social media support and reputation management
- Dedicated representatives
- Video support
- Outbound marketing campaigns
- Appointment setting
- Customer win-back
- Database scrubbing
- Market research
- B2B lead generation
What Makes Us Special
We’ve got you covered anytime, day or night. There’s no paying overtime to cover shifts, management headaches to ensure staff are properly supervised, or worrying about employee and building security when you outsource. We take care of everything for you!
HIPAA | PCI Compliant
We are fully HIPAA and PCI compliant. Safely transact business with our suite of tools and specialty-trained representatives. Gain peace of mind when Speed Commerce is on your team.
We handle unpredictable spikes in calls, hire additional representatives, and ensure safe and secure technology. We adapt to your growing business or peak seasonal needs.
Workforce Management & Scheduling
We’ve mastered forecasting to ensure representatives with the right skill sets and attributes are on duty and can handle the anticipated volume of calls, chats, emails, or tickets. Service levels and schedules are managed in real-time, and we make adjustments as needed.
Training consists of in-classroom instruction with an expert trainer followed by two weeks of nested calling with a coach. All representatives complete knowledge and content certification for each client. Every 90 days, representatives receive refresher training.
All calls are recorded and stored for one year, and live monitoring of calls also takes place. Depending on the situation, the supervisor may take one of three approaches: offer whisper coaching, barge in and take over the call, or silently listen and provide feedback following the call. Call calibration meetings are held regularly to ensure we’re in touch with your brand.