The contact center outsourcing industry is saturated and fragmented. There are several players in the market that claim they are the best in the business and have the highest quality standards. So, what then makes a contact center truly stand out?
For 24-7 Intouch, we believe it is our unique culture and approach to business that resonates with our current clients, partners, and employees, allowing us to build long-term relationships. We have proven experience in providing the quality and professionalism required to succeed in this industry, but also demonstrate INNOVATION and FLEXIBILITY, allowing us to win new clients. More importantly perhaps, is our ability to deliver on their outsourcing goals and improve on their results with other outsourcers or in-house operations.
These key principles drive our business model for success:
Strategic Size & Location
24-7 Intouch takes a boutique approach to our operations, which has been a driving factor in our success. We strategically place our facilities in smaller cities that consist of a large supply of quality and career-focused employees who are committed to their jobs. To maintain the boutique feeling at each site, we keep our contact centers within 300 seats to reinforce a family-like culture that produces the highest level of quality and productivity possible. Despite how large we grow, we will always maintain this strategy and open a new site before considering expansion beyond this seat size.
People, Process & Technology
Yes, we are in the business of people, but it truly takes all three – people, process, and technology, to deliver a complete contact center solution that will achieve great results.
24-7 Intouch focuses on hiring the best people to run our campaigns, from front-line agents and managers to our corporate staff in HR, Finance, IT, Marketing and Sales. By focusing on our values and hiring for talent, we are able to recruit and retain great people - fostering an aligned, committed corporate culture.
A proven management process is critical in our operations environment. We draw on experience from our employees and clients to reset industry standards, making many value-added processes the new standard for 24-7 Intouch clients.
The quality of the technology is mission critical, we invest in only the most advanced technology in the industry or build it ourselves for a customized client solution. We strategically partner with industry leaders in Live Chat, Email, IVR and CRM to give clients access to complete, turnkey solutions built from shared industry-leading best practices.
Outsourcing Partnership
The last element that brings our approach full circle is our belief in treating each client like a true outsourcing partner by fostering trust and transparency in our relationship. We work closely with our clients on each phase of their program to ensure we are continually striving to improve. We integrate the client brand into our operations to create a culture of brand specialists that are closely aligned with our client’s brand and company values. We don’t just provide a service – we build a relationship and ensure our standards match each of our clients’ needs.
These key elements represent the foundation on which 24-7 Intouch’s success has been built. All three elements define our unique approach, as we continually strive to be innovative in our industry and deliver results that are better than our competition.