An extension of your contact center operations
Whether you seek at-home, on-site, or hybrid solutions, KellyConnect is the only contact center outsourcing expert that’s willing to innovate collaboratively, share insight and feedback, and invest in understanding your operations from the inside out.
Full spectrum of contact center outsourcing services
KellyConnect manages support for a variety of functions, including: product support, customer service, sales and marketing, employee benefits, logistics, help and/or IT service desk. With an established record of maintaining long-term partnerships, we have you covered from start to finish.
Recruitment and retention
KellyConnect utilizes a proprietary method of agent profiling to ensure we have the highest alignment level of agents skills and personality traits to be successful in representing our customer’s brand and product. We apply a number of strategies that create a high level of loyalty and performance resulting in above average retention as part of our culture.
Comprehensive, customized onboarding and training
To get new agents up to speed quickly, KellyConnect’s logistics and provisioning ensures the path to production is highly accurate—for your brand and for your desired metrics. For example, we helped a client reduce training time by 25% and $2 million in annual savings. A state-of-the-art training process delivers tailor-made education for ongoing quality effectiveness.
Scheduling based on real-time demand
The KellyConnect Instaflex® model allows for intraday expansion and contraction of the support team to coincide with fluctuations in contact volume. Instaflex gives you the flexibility to increase support on-demand, ensure predictable outcomes and see lower attrition impact on operations.
Support using the channels your customers prefer
KellyConnect agents are prepared to provide support through email, chat, phone and social media—using your systems, our systems or a combination. We work with agents to ensure your brand is experienced consistently across multiple channels.
60 miles physical center
Agent profiles and skill matching
Advanced profiling tools and AI matching
Employee vetting process
Multi-point verification process
Traditional physical verification process
Call center model
• True 100% virtual
• Client premise
• Vendor premise
• Proximity virtual
• No hybrid
• No client premise
True 100% virtual
Traditional scheduling without elasticity
True 100% virtual
Local model converted
Dedicated provisioning and agent helpdesk
Local provisioning converted
True 100% virtual model with tools and best practices
Local policies converted
• Quick disaster recovery
• Pandemic resistant
• Slow disaster recovery
• Pandemic susceptible
Elevate your contact center
KellyConnect has a proven record of creating customized contact center outsourcing solutions that feature the market’s best talent and technology.
Contact us at 800.Kelly.01 to experience engaging with a KellyConnect agent. Or fill out the form to start the conversation.