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Contact Center Services

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About

WE BUILD MEANINGFUL CONNECTIONS WITH YOUR CUSTOMERS AND ENABLE THEIR JOURNEY.

Whether you need to start, expand, or optimize your contact center support, we are here to help you understand the options and provide a tailored approach based on your audience, brand values, and evolving enterprise needs. We work across all industries and locations to either grow your current processes and teams forward or to build your contact center from the ground up, including the platforms, facilities, and people you need. No matter where you’re at, we can support your business growth and strengthen your customer loyalty.

CUSTOMER ENGAGEMENT

CUSTOMER ENABLEMENT

CUSTOMER EXPERIENCE

SERVICE BENEFITS

WHY CONTACT CENTER SOLUTIONS?

A contact center allows your business to grow while building a deeper sense of connection and satisfaction with your customer base. Contact center solutions ensure your customers trust your brand and that they feel heard and taken care of. By reaching beyond simple inbound and outbound telephone communications that call centers manage, contact centers are inclusive of more intimate and innovative technologies, such as chat, email, and self-service options. They provide the infrastructure and technical support necessary for operations to scale so your customers can receive the speed, accuracy, and level of care they need.

CUSTOM COVERAGE MODELS

Our support teams can operate at specific times or provide around-the-clock coverage (24x7x365).

SERVICE WHEREVER YOU NEED IT

We can integrate with onsite teams, transition to an offsite model, or host teams at an Evergreen Delivery Center.

MULTILINGUAL SUPPORT

Backed by a staffing powerhouse, we custom-build teams for any language requirements or other skill sets.

ADAPTABLE TO DEMAND & SEASONALITY

We can scale up or down to changing business needs while maintaining agent performance and morale.

FULLY CONVERTIBLE RESOURCES

After contract obligations are over, you can hire any and all of the resources from the team.

WHY EVERGREEN

HOW WE SUPPORT YOU.

10 – 1,500+

agents per program

200,000+

contacts managed monthly

48+

unique metrics to report on

HOW WE DELIVER.

WE CALL THEM CONTACT “CARE” CENTERS

At the front of our delivery model is our belief in caring for our people so they can take the best care of your customers. We start by building teams that represent your brand and align with your culture.

1

UNDERSTAND YOUR NEEDS

We take the time to understand your goals and business operations to serve you better. There is no detail too small. Whether it be analyzing intake methods or identifying and prioritizing contacts, we turn plans into action.

2

BUILD CUSTOM SOLUTIONS

We create unique solutions with you to make sure workflows are centered around core competencies and follow industry standards. From there, we deliver training to address any newly refined runbooks.

3

PROVIDE EXPERT DELIVERY

We continuously evaluate our team’s performance to make sure we exceed quality standards and innovate upon customer needs. We ensure service level adherence, service innovation, and collaborative improvement through demand cycle analysis.

WHO WE SERVE

SUPPORTING ALL INDUSTRIES.

RETAIL

TELECOM

TECH

HEALTHCARE

AUTOMOTIVE

FINANCE

MANUFACTURING

PHARMA

OUR EXPERIENCE

CLIENT SUCCESS.

call center employee talking on the phone

POINT OF SALE (POS) SUPPORT FOR A TELECOM PROVIDER’S RETAIL STORE TEAMS

Client Challenge

Our client, a major telecom provider with retail stores across the United States, needed a partner who could manage inbound and outbound support of all retail technologies, including desktop, server, and point of sale systems.

Our Solution

Evergreen built a 70+ strong team to manage general retail help desk questions, system porting issues, and special projects such as device RMA returns processing and major and minor infrastructure upgrades and migrations. Our outcome-based services have helped our client to achieve numerous operational targets, including:

  • Consistent attainment of service levels such as ASA, Abandon, AHT, and MTTR through rapidly scalable recruiting, training, and management processes.
  • Problem management including Pareto and Root Cause Analysis to determine major call drivers and improve training and known error databases to prevent or reduce operational disruptions.
  • Implementation of chat support functionality which enabled store associates to remain engaged with their in-person clientele, avoid making voice calls to walk through complex triage sequences, and allowed our Service Desk team to communicate real-time with users while accelerating Mean Time To Resolution through rapid remote-access troubleshooting.
web chat support in a contact center

ENABLING A LARGE OUTDOOR RETAILER’S SEASONAL AND MULTILINGUAL CHAT FUNCTION

Client Challenge

Our client in the clothing and outdoor equipment retail space was in need of a team that had multilingual voice and chat support capabilities for their digital sales segment, and they needed a partner who could provide highly scalable training and operations facilities to manage fluctuating seasonal and BAU team size.

Our Solution

By leveraging Insight Global’s recruiting engine and our fully hosted delivery center options, Evergreen was able to drive success for our client in multiple ways:

  • We understood the client’s vision, values, and consumer expectations. We identified resources who were proficient in languages such as French-Canadian and Spanish while also accurately reflecting the diversity in culture and brand representation the client required.
  • We partnered with the client to fully transition and manage the complex product and systems training cycle, augmented by our custom sales, empathy, and communications training to enhance our engagement and the customer experience.
  • We collaborated with the client to forecast peak sales demands based on seasonality and to meet critical ramp-up and ramp-down milestones while maintaining the highest levels of service and customer satisfaction.
team of skilled contact center agents

RECRUITMENT OF HIGHLY SPECIALIZED TEAMS TO MEET CUSTOMER SERVICE NEEDS

Client Challenge

Our client required an exceptionally unique skill set for contact center agents, specific to the commercial vehicle OEM and after-market components industry. Other vendors could not find the right talent to provide the expertise our client’s customer base needed and couldn’t meet the rigorous operational service levels that our client expects.

Our Solution

The key to our solution was in identifying, attracting, and retaining candidates who fit the client’s skill set requirements while also demonstrating the ability to provide excellent customer service and attention to detail. With comprehensive candidate profiles, we were able to hit the mark and provide our client with the following:

  • Building a highly capable team of component experts from diverse backgrounds, focused on a common goal of world-class service, accuracy, and aptitude, delivering against demanding performance standards.
  • Expanding the impact and scope of the team through additional sales, technical specifications, and order management roles while adding highly skilled multilingual service capabilities and achieving industry-leading retention rates across the team.
  • Performing Root Cause Analysis to determine leading defect rates and call drivers, helping to inform client R&D groups about design considerations, product testing, and real-world consumer applications.

FAQs

What to Know About Contact Centers.

A call center has only one channel of communication—the telephone—and focuses on taking inbound calls and/or making outbound calls. Contact centers handle multiple channels of communication, which can include anything from online chat to social media. Additionally, contact centers offer more reporting and options for customers to get the information they’re looking for. At Evergreen, we go a step further and set up what we call contact care centers. This simply means we are providing solutions for your contact centers while also putting a high focus on taking care of the contact center agents so that they can provide the best care possible to your customers. We do this through training, promotion paths, incentive programs, and more.
We have the capability to integrate with any existing platforms, and we also have a platform we can bring to customers who do not have one already or who are looking for a new platform. If integrating with your existing platform, we can also identify enhancements or improvements that will optimize the way your team is using the platform.
From the day they’re hired until the day the program ends, Evergreen remains fully hands-on with the team of agents. We provide all training required as well as performance management to ensure benchmarks for customer experience are being met. Additionally, incentive programs promote further engagement from the team of agents and promote the culture of customer care.
Managing a contact center can be a huge lift. Between knowledge management, agent performance management, platform management, and all of the other pieces that go into running and optimizing your contact center, it’s easy to feel overwhelmed and lose focus of strategic business needs. By outsourcing your contact center, the day-to-day management is taken off your plate and you’re freed up to hone in on business growth and other high-level strategies.

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