Operations

Business Process Outsourcing

Today, best-in-class customer experiences require a partnership between highly committed support reps and innovative, seamless technology solutions. We deliver full-suite contact center solutions that provide unified, reliable, and personalized experiences in a secure FedRAMP, cloud-based, omnichannel environment.

Connect Centric leadership knows that highly engaged and satisfied employees deliver world-class service, and we take great pride in our talent management and employee engagement strategies. We utilize an end-to-end employee life cycle model that begins with best-in-class recruiting, hiring, and onboarding practices and continues through training, production, pay progression, and ongoing career development. We create innovative communication and rewards and recognition programs, as well as change management initiatives, all tailored to those on the frontlines.

With our cloud-based, AI-powered contact center software and omnichannel solutions, we create unity between people and technology. Our supported technology deployments address all skill levels, from new users to highly advanced technical teams. To achieve financial goals, we develop repeatable and scalable processes for both frontline and back-end support teams. We collaborate with your agency to assess current-state opportunities and define future-state contact center optimization roadmaps as an integral value-added service in the management of your entire contact center operation.

Tactical Deliverable Examples:

  • Outsourced Contact Center
  • Contact Center Organizational Design
  • Competency Assessment
  • Behavior-Based Coaching Model
  • Future-State KPIs