Customer Call Center
Dedicated to Customer Service
Customer service is one of the cornerstones of 3PL’s order management process and the key to efficient and profitable direct response campaigns. 3PL Worldwide’s full-service, bilingual (English/Spanish) customer service call center is scalable to your needs and is designed to manage all aspects of customer contact. We handle an average of 250,000 customer service calls monthly with speed and professional service — calls are answered in less than 20 seconds and call abandons are less than 2%. Along with administering call center outsourcing solutions for direct-to-consumer programs, we also incorporate save-a-sale missions into each project.
Premier call center outsourcing technology
We blend multichannel contact systems including Live Agent, Interactive Voice Response (IVR) and e-CRM, which are supported by the most current VoIP technology software programs. Our advanced IVR integrates customer requests through extensive phone and database capabilities. Reporting is comprehensive and tracks the complete range of functions and tasks performed by the IVR. When paired with 3PL’s order processing systems, our IVR is fully integrated allowing immediate retrieval of the caller’s variable data including order history, transaction data and order status. The option to transfer to a live Customer Service Representative is available at any time during the call process and may be customized to match your business needs.
Skilled customer service representatives
3PL’s Customer Service Call Center handles all calls with the highest level of attention and care. Clients have the flexibility to choose semi-dedicated or fully dedicated staff. 3PL’s Call Center trainers work intensively with our CSRs, and our supervisors reinforce training goals on a daily basis. 3PL’s Call Center has the capacity for 70 CSRs along with access to an additional 220 seats and 24/7 coverage. In selecting 3PL as your outsourced call center, you can choose to have live or remote monitoring or whether to have calls digitally recorded. Additionally, clients can choose to use our email contact management capabilities, which allows customer email inquiries to be auto-routed from a client-hosted site to 3PL’s Customer Service center.
Leader in “self-service” tracking
Customers can track the status of their order and/or refund directly by going to your web site. Increased functionality lowers a campaign’s overall customer service expense by eliminating the cost of a live touchpoint. 3PL is constantly finding new ways to drive acquisition, retention and client revenue while reducing overall costs.