Important Announcement
PubHTML5 Scheduled Server Maintenance on (GMT) Sunday, June 26th, 2:00 am - 8:00 am.
PubHTML5 site will be inoperative during the times indicated!

Home Explore Mass Markets Tech-Enabled Call Center Services

Mass Markets Tech-Enabled Call Center Services

Published by davis, 2018-05-02 17:36:55

Description: Mass Markets Tech-Enabled Call Center Services

Search

Read the Text Version

1AMERICAN CALL CENTERS

2AMERICAN CALL CENTERS massmarkets.com

3TABLE OF CONTENTABOUT US 4WORKING WITH MASS MARKETS 6END-TO-END CUSTOMER MANAGEMENT 8THE MASS MARKETS ADVANTAGE 10INNOVATION & BUSINESS TRANSFORMATION 12SWEEPING QUALITY ASSURANCE 14PEOPLE-POWERED OPERATIONS 16TECH-ENABLED SOLUTIONS 18ENTERPRISE CAPABILITIES 20Mass Markets’ goal is to leverage every residential and business customerinteraction to protect and improve the brands we serve. Our team is laserfocused on ensuring all client requirements are met and exceeded, andthat the customer experience remains our top priority.” -Jason Falco, Chief Operations Officer. AMERICAN CALL CENTERS

4ABOUT US 2003 2013 TMone was founded Sold to ERC Holdings, LLCOur History Mass Markets was founded in 2003 as TMone, a contact center specializing in inbound and outbound customerSince its inception in 2003, Mass Markets has delivered interactions. After selling the company in 2013, Mass Markets’exceptional service that enhances the brands we represent. founder, Anthony Marlowe, re-acquired 100% of the companyThrough continuity of leadership, strong core values, and rebranded it Mass Markets, LLC in October of 2015. Massinnovative continuous improvement and a commitment to Markets has grown from a humble 5,000 square foot contactlearning from our experiences, Mass Markets has become center with under 50 employees, to hundreds of employeesa leader in people-powered and tech-enabled business across seven contact centers.process outsourcing. Persistent growth has resulted in company acquisitions and facility openings across the Midwest, Northeast, and Southeast United States. Through exceptional talent acquisition, management, and commitment to quality, Mass Markets has become an industry leader in outsourced contact center services. Since its inception in 2003, we have seen innovative changes in our business, products, and services and have been fortunate to work with some of the most recognized brands in the world. Mass Markets has a rich history of unrelenting growth with eight consecutive years on Inc. Magazine’s list of Fastest Growing Companies.AMERICAN CALL CENTERS massmarkets.com

52015 2018Re-acquired and Company Acquisition/rebranded as Mass Expanded to Northeast andMarkets, LLC Southeast USACapabilities Outbound Inbound Acquire, convert, and retain more customers, lowering CTA while managing Improve service levels and raise the growth of multiple channels. Cross- customer satisfaction, increasing sell, up-sell, and save customers. your bottom line and assuring quality engagement.Omnichannel DigitalEngage consumers through Mass Markets offers a varietyoptimal channels when they of innovative digital solutionsneed it most. delivered as-a-Service.Our CommitmentDeliver service that is as excelent as our people. Innovative solutionsthat align with the high quality brands and products we represent. AMERICAN CALL CENTERS

6WORKING WITH MASS MARKETSComprehensive Business SolutionsClients of Mass Markets experience the highest level of Mass Markets provides premier contact center services withattention to detail and customized, tech-enabled business primary offerings in Market Research, Customer Service,solutions. The Mass Markets team also provides consulting, Telesales, and Tech Support; all of which are supported byproject management and development services to help Omnichannel Technology. As the marketplace has shiftedpartners reduce expenses, integrate technology, improve towards high quality interactions between business andcustomer experience, upgrade business processes and consumer, Mass Markets has exhibited continuous innovationworkflows and enhance business analytics. Ultimately, when to ensure communication is timely, clear, and effective.you expand your team with Mass Markets, you expand theperspective of your strategy and depth of resources. Primary Service Offerings Market Research Customer Service Telesales Tech Support Strengthen and clarify With customer satisfaction Grow your enterprise Make certain that the direction of your and loyalty acting as a with Mass Markets’ there are effective organization by gaining driving force of business, proven ability to contact, communication lines to a deeper understanding Mass Markets’ high-quality, sell, and upsell to new ensure customers are of the market at the US-based operation and existing customers. utilizing your product/ consumer-level. provides agile support for service without error, our clients’ customers. thus driving satisfaction of your brand. Omnichannel Technology Each of these services is backed by Mass Markets omnichannel support, with our innovative support systems offering next-generation contact center services, today.AMERICAN CALL CENTERS massmarkets.com

7 Business Continuity Additionally, the technical infrastructure aligns with disaster recovery and business continuity best practices; and critical network devices are directly recoverable through secondary devices and off-site backup. Information Security IT cloud infrastructure at Mass Markets is designed to be fluid in its deployment between multiple locations, requiring the minimal deployment of infrastructure in a situation demanding the use of a cold or alternate site. Compliance All Mass Markets employees participate in Compliance & Information Security Awareness Training; An annual training and recertification of all compliance information including DNC, TCPA and general regulatory review.How We SucceedMass Markets find success through the fusionof exceptional human capital management andtechnology-enabled business solutions. We havedeveloped a deep understanding of how consumersinteract with business, to supply our clients withhigh-quality contacts with their customers. AMERICAN CALL CENTERS

8AMERICAN CALL CENTERS massmarkets.com

9END-TO-ENDCUSTOMER MANAGEMENTMass Markets specializes in outsourced contact centersolutions capable of deploying large-scale operationsthroughout a wide range of industries. The applicationof our services affects all facets of the customer lifecycle,as we provide Market Research, Lead Generation,Sales, and Customer Care services which provide all-encompassing business solutions.Mass Markets BPO services engage the customerthroughout the entire customer lifecycle to maintainconsistency, transparency, and sustainable growth forour clients; and these activities are supported throughour use of innovative software and managed services. AMERICAN CALL CENTERS

10WHAT IS THE MASSMARKETS ADVANTAGE?At Mass Markets we realize that we are acustomer experience company, not just a BPO,meaning we must augment all aspects of ourbusiness around customer experience. Thus, webelieve that contact centers should be used asa competitive advantage as opposed to simplyanother facet of business.Ultimately, the unrelenting success that MassMarkets and our partners experience is atestament to our unique selling points:1 Innovative & Tech-Enabled 2 ScalableWe dig deep to challenge established thinking to enhance and Mass Markets is proficient at deploying large scaleaugment our business constantly. This core trait has enabled year contact center services within methodically scheduledafter year of growth with an intense drive to provide transformational deadlines tailored to the growth of your company.business process outsourcing solutions to our clients continuously.3 Adaptable/Nimble 4 Strong Project Management Always looking for ways to improve, our team is quick to Our results-based strategy of project implementation identify areas of opportunity in our business and in that of our has proven itself repeatedly for clients ranging from clients while acting to effect change. We are highly responsive small business to Fortune 100. Strategic and meticulously to client needs, and the quick and precise reaction to market planned timelines of client services ensure the predictable changes is a core standard in our organization. and continuous improvement of projects and campaigns.AMERICAN CALL CENTERS massmarkets.com

115 Diversified Facility Location 6 Low Cost, High-Quality Operation Through location diversification, clients can be sure to find Lean and efficient operations enable Mass Markets to a contact center solution that best fits your needs. Various provide low cost, yet high-quality American contact center benefits associated with each of our facility locations spread services. It is no longer necessary to sacrifice American across the Midwest, Northeast, and Southeast United States quality for low offshore cost. create a solid portfolio of options to choose from.7 Commitment to Employees 8 High-Performance The intense focus on human capital offers dividends down At the core, Mass Markets strives to deliver premier the line, and we ensure our workforce is happy, motivated, service to all stakeholders in the company. and committed to Mass Markets and our clients. AMERICAN CALL CENTERS

12INNOVATION &BUSINESS TRANSFORMATIONMass Markets growth is characterized by our exclusively Coast and Midwest United States, Mass Markets exhibits theUS-based facilities, which operate under the highest level pinnacle of BPO as industry experts in sales and customerof information security and quality assurance. The influx of support. This is seen through the explosive growth, branchcontact center services based in the United States signifies openings, and acquisition activity since Mass Markets wasthe undeniable emphasis on the quality of interactions founded in 2003. Ultimately, we excel at large scale contactbetween company and customer. Mass Markets has paved center deployment made possible by several facets of thethe way for premier US- based contact center services at Mass Markets suite of business solutions.an advantageous cost to our clients Spread across the EastProject Management ResponsivenessProject Implementation By establishing guidelines that encourage urgency with front- line agents and leadership, we can react quickly to feedback or30 highly-emphasized milestones are scheduled and met changing conditions. Dedicated client service representatives andthroughout the first 8 weeks of new vendor implementation. access to real-time statistics and monitoring tools allow seamlessPlanning such as talent acquisition, customization of software and discussion between Mass Markets and our clients, ensuringsystems, communication strategy, data management, training proactive and agile issue identification and resolution.and agent support, and go-live review and risk assessment are allmeticulously planned upon implementation of client programs.Service Quality ConsistencySoft-skills training focuses on actively listening to callers, developing Our culture drives consistency through clear lines ofan empathetic approach to interactions, and determining the communication and tools used to reinforce important messaging,appropriate response to their needs. Further, Digital Quality Assurance goals and initiatives. Daily pre-shift meetings use the Recognition,assessments and agent call logging give our reporting team the tools Education, Information and Motivation format to align teams acrossto identify gaps in quality, training, or available resources, correct multiple locations to the same set of goals and allow for proactiveagent behavior, and create actionable goals for the future. daily adjustment to changing needs.AMERICAN CALL CENTERS massmarkets.com

13PERPETUAL PROCESS AUGMENTATION Continuous Improvement At Mass Markets, we put a premium on finding new and improved ways of doing things. Whether it is process improvement, technology enhancements, new employee communication tools, incentive programs. Product offerings or business intelligence improvements, we dig deep to challenge established thinking to enhance and augment our business constantly. This core trait has enabled year-over-year of growth with an intense drive to continuously provide transformational BPO solutions to our clients. Above all, we never waiver in our commitment to providing a positive, growth-oriented environment for our most important asset, our people. AMERICAN CALL CENTERS

14SWEEPING QUALITY ASSURANCE Continuous Quality Control At Mass Markets our sweeping quality assurance process is built to inspect and report on all stages of the customer sales cycle through both quantitative analysis and inspection. Detailed quality assurance reporting provides management and agents with direction on who should be monitored next, helps identify behavioral patterns between performance and quality interactions and provide instant insight into what area of the call each agent is struggling with and what they are doing well.Reporting and Measurement Frequency of CommunicationA proprietary web-based system scores and records Email, text, social media, and physical signagespecific agent behavior, and enable in-depth analysis serve as multiple channels of effectiveof quality trends, identification of red zone agents, communication between company and employee,and immediate response to alarming behavior. to ensure expectations and goals are met.Quality Imperatives Closing the LoopSeveral clearly emphasized quality control imperatives Agent performance critiques are delivered toincluding Compliance, Recap, Call Resolution, Fraud, the agent and require acknowledgement ofand Gross Customer Abuse are treated with the utmost the critique, resulting in actionable changesseverity, resulting in corrective action or separation. to employee behavior.AMERICAN CALL CENTERS massmarkets.com

15 Quality Process Design Mass Markets creates custom quality monitoring workflows tailored to client needs. In order to maximize the effect of our services, we ensure thatclient quality objectives are met through customized quality assurance metrics and workflows.Proactive ProcessesImproving Agent Experience Improving Customer Experience• Providing agents with complete and • Department leaders gather feedback accurate information during throughout through inbound testing and seeded interactions with customers outbound dials• Human Centered Design approach • Feedback on the first-hand customer involves multiple departments experience is gathered• Feedback is gathered through first-hand • Solutions are identified and agent experience implemented for each opportunity• Frequent improvements include scripting, • Frequent improvements include routing systems, agent processes and knowledge changes, additional agent training, IVR base additions updates and job aid creation. AMERICAN CALL CENTERS

16PEOPLE POWERED OPERATIONSEmployee DevelopmentAt Mass Markets, our goal is premier workforce efficiencyand effectiveness. To accomplish this, our Immersive Trainingprogram is an improvement on the standard classroomtraining process, designed to produce representatives thathit the production calling floor with stronger skill sets fromday one. An additional focus of training is to provide MassMarkets employees basic information security that preparesthem for the protection of resources, detection of securitybreaches and reaction to potential security incidents. Inregards to management, Practices for Results in Sales &Service Management (PRISSM) is a development programthat ensures front line management acquires and improvesfundamental skills needed to maintain best in class andcohesive management skills and processes.AMERICAN CALL CENTERS Commitment to Workforce Internal commitment to our employees is a highly emphasized aspect of Mass Markets culture. Daily contests and bonuses establish a competitive and rewarding environment that promotes workplace enthusiasm, and competition between facilities creates a connective bond amongst employees throughout the Mass Markets network. Mass Markets also recognizes excellence through the ‘Elite’ recognition program, which encourages employees from each program and location to strive to be a quarterly top performer. Additionally, Mass Markets awards each team member an employee stock contract after one full year of tenure, creating a strong bond between employee and company. mamsassmsmarakreketsts.c.coomm

17 TALENT ACQUISITION Custom-to-Client Agent Capacity Forecasting Human capital is identified, Mass Markets utilizes recruiting hired, and trained for technology to better source, client-specific programs. engage, select, and hire top talent.Talent Technology Recruiting MarketingExtensive industry Various recruiting channelsexperience has resulted including a strong Employeein accurate forecasting of Referral Program, social media,appropriate agent capacity and email marketing create afor client-specific programs. unique recruiting network. Scale & Ramp Predictable Hiring Volumes Rapid growth is enabled A deep understanding of by our ability to quickly project implementation has onboard employees for supplied us with accurate project implementation and knowledge of initial and in response to client needs. long term hiring volume.Strongly Rooted WorkforceEach location is situated in talent-rich labor pools that To attract and obtain top-notch talent, Mass Marketssupport a wide range of contact center experience constantly sends out feelers via job sites, social media,and sustainability models which support the long-term and email, followed by a rigorous interview process.staffing and growth of the facility. With various advantages With each site facility strategically located in talent-richassociated with each geographic region, Mass Markets areas, it is easy to maintain a steady stream of high-provides contact center solutions tailor-made to client quality applicants. Additionally, all employees undergoneeds. Some geographic advantages related to our drug screening and background checks to certify thelocations include, but are not limited to, capacity, accent- integrity of Mass Markets as an upstanding organization.neutral worker, flexible coast-to-coast accessibility, andredundant infrastructure systems. AMERICAN CALL CENTERS

18TECH ENABLED SOLUTIONSInnovationOne of the most important differentiators is highlighted in Innovation at Mass Markets is a continuous process, asour commitment to a culture that continually evolves and opposed to a ‘Bright Idea’ moment. Real organizationalrewards innovation. In a business environment saturated by innovation and transformation is a process that requiresthe word “innovation,” Mass Markets sets itself apart through dedication to recognizing gaps in quality and efficiency.our approach to the employee-company relationship. Clear By establishing a culture of continuous improvement,lines of communication enable forward-thinking ideas to Mass Markets becomes an incubator of long-termreach top-level executives at and spur real change. organizational innovation. Integrated Technology • Customer Relationship Management to Dialer • Chat, email, text messaging platforms integrated to dialing or CRM applications • Unified Communication • Learning Management Systems • Reporting • Web2Lead & Click2Call • WFM, Scheduling &staffing platforms • Virtually anything with a SOAP or RestAMERICAN CALL CENTERS massmarkets.com

19Reporting & AnalyticsOur reporting and analytics suite is highly adaptive and hasconsistently been a highlight of our call center infrastructure.In addition to our standard reporting suite consisting ofcore call center, support, and sales metrics, our team workswith client leadership to develop any custom reportingrequirements and data transmissions required.All reporting is developed using redundant, relationaldatabase management systems with the custom web,email, and Excel XML integrations to enable fully automatedexecution and delivery of daily reports. In addition toMass Markets’ competency in reporting development, ourexperienced executives analyze reports to identify trendsin the target data, customer profiles, efficiency metricsand results in achievement. Mass Markets has developedpioneering reporting and analytics tools which providetransparency and operational awareness.Our clients and operations staff need use these tools to • Staffing adherence and attendance.make critical decisions, target key areas of opportunity and • Intra-day sales and goal attainment.facilitate change in real time. Mass Markets’ professional • Key performance indicators by list, campaign, target custom reporting suite is augmented by online real-timereporting, HTML-based reporting, and dynamic Excel customer vertical, agent group and site.templates. As a result, our performance management • Quality Assurance reporting by agent, site, team, and team and clients have access to actionable numerical andanecdotal insight in the following areas: specifically targeted behavior. • All standard campaign-level metrics – Dials, contacts, sales, hours, talk time, handle time, etc. AMERICAN CALL CENTERS

20 OMNICHANNEL TECHNOLOGYENTERPRISE CAPABILITIES • Website Chat • E-Mail SupportAMERICAN CALL CENTERS • Social Monitoring • SMS / Text • Mobile Applications • Click2Call/Web2Lead • Back-Office Support INOUND INTERACTIONS • Customer Service • Inside Sales • Tech Support • Retention • Order Processing • Reservations • Blended IB/OB DIGITAL SERVICES • Analytics Platform • Predictive Dialer • Cloud-Hosted IVR • Demand Generation • Robo Services • Patch-Thru Calling • Managed Services Platform Products • Multiple Contact Center Software OUTBOUND CALL EXECUTION • Telemarketing • Inside Sales • Account Mgmt/CRM • Retention • Lead Generation • Market Research • Pre Charge-Off • Fundraising massmarkets.com

21 Mass Markets is experienced in high qualitybusiness-to-business and business-to-consumer interactions across a wide range of industries and products. The core focus of Mass Markets includes customer service, inside sales, telemarketing, and tech support services. AMERICAN CALL CENTERS

22 Are you looking to jumpstart performance, enhanced customer experience and introduce new business process efficiency? Request a quote online at www.massmarkets.com/contact OR give us a call.AMERICAN CALL CENTERS massmarkets.com


Like this book? You can publish your book online for free in a few minutes!
Create your own flipbook