20 YEARS EXPERIENCE IN CONTACT CENTRE MANAGEMENT AND CUSTOMER EXPERIENCE

We offer three scalable service models: Dedicated, Per-Minute and Hybrid. Each is fully supported by excellent security and privacy applications, as well as one of the most robust business continuity plans in the industry.

We’ve mastered the dynamic between cost-efficiency, customization and customer experience.

Pricing is all-inclusive, covering the services of your agents and a full support team consisting of:

  • Supervisors
  • Quality Assurance Analysts
  • Training and Development Specialists
  • Telecom and IT
  • Account Management

Outsource With Advantage Communications For:

  • Quick and effective on-boarding within days
  • Lower service costs
  • Increased productivity and efficiency
  • Insights into your customer base
  • One simple rate that includes your agents and full support team

Service Models

Hybrid

A perfectly tailored mix of Dedicated and Per-minute support for full coverage at the maximum value.

With our innovative Hybrid Model system, we’ve mastered the dynamic between cost-efficiency, customization and customer experience. The Hybrid Model is a solution that relies on a perfectly tailored mix of dedicated contact centre agents and “shared queue” agents who supplement the programs by answering overflow calls for multiple different clients throughout the day. Because our staff is highly experienced and engaged, this system allows us to meet a budget that a lot of the competitors cannot.

Get all the benefits of a full-scale dedicated solution, sized to fit your needs and maximize your investment.

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Dedicated

A full-scale extension of your brand and business model.

  • Expert Agents hired and trained exclusively for your program. Your customers are served by Brand Ambassadors highly skilled in meeting their needs and driven to support your business objectives.
  • Custom real-time reporting for maximum agility and response to changes in customer demands.
  • Daily, weekly, monthly and quarterly business reviews will ensure you and your account team are always in sync.
  • Maximize cost-savings through on going collaboration and effective workforce management.
  • The freedom to scale up and down seamlessly.
  • Phone, live chat and email.
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Per-minute

A per-minute solution with dedicated account management.

  • Universal Agents are trained in your business model and knowledge base available to your customers as-needed.
  • Qualitative reporting to better understand the needs and behaviours of your customers, and a collaborative approach to building and maintaining your knowledge base.
  • A dedicated Account Manager proactively optimizing your program for efficiency and customer satisfaction.
  • Maximize cost-savings while maintaining service levels.
  • The freedom to scale up and down seamlessly.
  • Phone, live chat and email.
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Services

Technical Support:

  • Troubleshooting
  • Email (support and answering services)
  • Hardware and connection issues
  • Software issues (browser support, operating system support)

IT Helpdesk:

  • Active directory support
  • Server support
  • Hardware support
    (installation and set-up issues)
  • Network drive mapping
  • Software support

Customer Service:

  • Receiving credit card information
  • Sales support
  • General product information
  • Complaints
  • Accounts receivable and collections