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Customer Support Outsourcing
US Based – Enhanced CX – Mission Driven

or speak to a team member today: (855) 702-5874

 

  • Solve capacity and attrition issues
  • Reduce costs while enhancing the customer experience
  • Gather real-time, actionable insights
  • Focus on your core business
  • Enable transformational change
Velocitii BPO Support

100

Years Of Experience

Velocitii shares the values of putting the consumer first and ensuring that each human-to-human interaction is friendly, authentic, and helpful.”

Manager of Consumer Engagement
Pernod Ricard USA

The Velocitii Approach

Real People. Real Connections. Real Results.

The Velocitii service model is built on an accessible, nimble, transparent, and empowered approach. We create and nurture curiosity in our front-line teams to unlock opportunities and increase productivity. Our unique approach is to leverage Real People making Real Connections delivering Real Results. Velocitii is not only a seamless extension of your brand, we become your trusted partner and confidante. We innovate and collaborate with you to create powerful and sustainable growth for your company.

Real People:

  • US Based Workforce – Predominantly in Western NY
  • Experienced CX Professionals
  • Extensive CX/BPO Experience in Leadership Team

Real Connections:

  • Omni-channel Support – Your customers have the power to choose
  • Every connection powered by human interaction
  • Positive and seamless customer experience, regardless of channel

Real Results:

  • Improved Customer Experience
  • Optimal ROI through increased revenue & customer retention
  • Improved first call resolution as a result of increased customer insights

Our Services in Action

Launching an Entirely New Customer Service Team

96 %

Service Level

Client:

A fast-growing retail convenience store chain based in the United States.

  • 45-day window to launch new CS team​
  • No internal CS experience​
  • Customer experience was not a priority previously​
  • No training process or documentation​
  • New technology solution required​
  • No escalation process​
  • Lack of proactive monitoring of website inquiries​
  • Loyalty program change required (one-time transfer incomplete)

Technology Implemented

  • Telephony
  • Ticketing
  • Email
  • Loyalty Cards
  • Client Supplied System
  • Cleaned and consolidated location database
  • Hired skilled Customer Service reps
  • Created and documented training
  • Built escalation process focused on customer experience
  • Led client through entire process
  • Launched on time
  • Assumed responsibility for credit/debit transaction escalations
  • Designed, managed and executed all KPIs focused on improved customer experience
  • ABR < 5%
  • Service Level = 96% in 20 seconds
  • ASA < 15 sec
  • Website inquiries responded to within 24 hours
  • QA score = 94% vs goal of 90%
  • Drastically improved first call resolution
Connect Velocitii with your customer base and make their experience the top priority.

or speak to a team member today: (855) 702-5874

OUR SERVICES

Onshore Outsourcing Business Services

Velocitii helps companies grow. We create remarkable customer service outsourcing experiences by approaching every connection in a transformational manner, not merely a transactional manner.

We focus on moving your customers through the sales cycle from acquisition through onboarding to account retention, resulting in lower acquisition costs and optimized profits.

Let Velocitii build your organizational bandwidth, boost efficiency, and increase corporate profitability by outsourcing routine repetitive administrative tasks to a highly skilled and dedicated team.

Velocitii is an evolutionary company with decades of experience working with some of the world’s best-known brands. We partner with organizations to help them grow, innovate, and build powerful connections with customers.

Velocitii will become your valued partner, not just another vendor.

Your customers deserve the best

We partner with clients who are equally as dedicated to providing the best service to their customers. Our employee-centric culture is founded on the belief that employees that feel valued will in turn provide the best service. We selectively match our representatives to each partner so they embody your brand at every customer touchpoint.

Connect Velocitii with your customer base and make their experience the top priority.

or speak to a team member today: (855) 702-5874