Contact Center
U.S. & International Call Centers
Delivering a great customer experience across every touchpoint.
Speed Commerce operates premier call centers from America's heartland, plus a call center in the Philippines.
Our call center, sometimes called a contact center, is staffed by professional agents 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!
Capabilities
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
24/7/365
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.
Scalability
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 Program
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.
Quality Control
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.
Solution Provider
Managed Services
What problem are you trying to solve? We have a solution tailored just for you. Everyone sells fulfillment - we sell commerce ... Speed Commerce.
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As our business grew, it helped fund new ventures. Finally, I just got tired of managing our fulfillment and, frankly, needed the space for other projects. I started looking for a fulfillment vendor but I got so much more with Speed Commerce. They are a true partner in making my business a success. Thank you!
Infant and Household Supply Company
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My business grew faster than my team could keep up. Out of desperation, I turned to Speed Commerce. In several weeks, they had fully studied my operations and were able to replicate my operations in their warehouse. It was a huge relief to have my orders processed so quickly!
Medical Supply Company
Frequently Asked Questions
We've compiled a list of answers to common questions about contact centers.
Call centers or contact centers are an essential component for a high-functioning ecommerce business. Today, customer service is delivered through a variety of methods beyond telephone calls. Managing timely communications with customers is at the heart of an ecommerce contact center’s primary goals.
Contact centers are the central point of contact for all customer inquires related to the business. They provide a wide variety of services including customer service, sales assistance, technical support, and complaint resolution.
Outsourcing customer service is becoming common. By outsourcing, ecommerce retailers benefit from 24/7 customer support, flexible staffing, improved call responsiveness, all without the overhead of employing new staff and expanding their facilities.
Providing excellent customer service takes specialized training and management. When a retailer outsources their customer service function, they can take advantage of the years of experience and professional management.
In addition to expanded services like 24/7 customer support and professional management, retailers will also see a reduction in overhead. They no longer need to pay for staff, deal with the headaches of managing staff who call out sick or perform poorly, or maintain facilities for their team.
There are a lot of reasons why outsourcing customer service has become popular and trending to become a best practice across the globe.