Knowledgeable agents and problem-solving processes informed by continuous QA feedback loops.
YOU’RE IN THE RIGHT PLACE
Gain a dedicated team with deep industry knowledge and a commitment to your brand, ensuring expert support and rapid issue resolution. Our bespoke discovery process shapes a service strategy that evolves with market demands, key performance goals, and customer needs. From day one, we dive into your objectives to craft a solution that meets your KPIs and aligns with your budget.
MULTICHANNEL SERVICES
Comprehensive customer service solutions across all channels. Outsource with confidence knowing each interaction is expertly managed.
OUR PROCESSES
Tailored processes blend expert design, dedicated brand ambassadors, and agile technology to ensure exceptional care at every interaction.
Comprehensive program design consultation, including processes, policies, training, QA program audit, reporting parameters, and capacity planning.
Support teams are immersed in your brand culture as part of dynamic, proprietary training sessions, on-site branding, and plenty of swag. Coaching, incentives, and interactive learning develop agents into proud brand advocates.
From efficient call containment and optimizing self-service to increasing satisfaction and reducing complaints, our technology is tailored to your objectives.
Continuous collaboration ensures the most efficient processes and exceptional customer experiences, driven by expert Transitions, Learning Services, and Operations teams.
We continuously add more value through tailored insight, technology optimizations, deep industry expertise, and program personalization.
We adapt seamlessly to evolving business conditions and changing requirements to support your growth at every turn.
With decades of experience and thousands of satisfied clients, we’ve built high-performing teams supported by proven methodologies and a strategic integration of human insight and advanced technology. Our managers and agents bring deep industry knowledge across financial services, healthcare, and e-commerce, while advanced technology and data-driven insights fuel continuous optimizations. Every service solution is tailored to align with your business goals, offering flexibility and precision.
Customer challenges offer powerful opportunities to build loyalty. Memorable brands turn negative interactions into positive experiences, and our agents make that transformation possible. Empowered by AI and proactive data insights, they optimize performance to achieve measurable impact. This approach delivers:
AI-Powered Agent Support for Rapid Proficiency and Excellence:
Scale programs efficiently, grow teams quickly, and exceed performance targets with AI-driven support. Our platform listens in real time, suggests next best actions instantly, and flags potential compliance issues before they escalate.
Extended Feedback Loop for AI-Driven Optimizations:
Optimization doesn’t end after setup. Your dedicated solution manager leverages interaction analytics and customer feedback to provide actionable insights, continually refining people, processes, and products.
Ongoing Gap Analysis and Performance Enhancement:
Our Training and Quality teams are always ready to address knowledge or process gaps and tackle any system challenges, ensuring continuous improvement and high-quality support.
Proactive intelligence fuels better decisions. Learn more about our TechSuite.
CHANNEL STRATEGY AND OPTIMIZATION
Our approach begins with a comprehensive understanding of your customers, competitors, and operations. This insight enables us to create a multichannel strategy that balances digital and human touchpoints, ensuring seamless and high-quality customer experiences.
Customer-Centric Service: Customers receive information and solutions on their terms.
Operational Efficiency: Streamlined, consistent processes enhance efficiency.
Enhanced CX: Improved experiences lead to higher customer lifetime value.
Sustainable Growth: A balanced approach positions your business for long-term success.
SECURE SOLUTIONS FOR PEACE OF MIND
Data privacy and security are essential across all industries, from fintech to healthcare. Your customers need to know you’ve got their back — and we’ve got yours.
Reduce compliance risk, prevent losses, and minimize customer friction with our tenured specialists and experienced leadership in identity verification, KYC/KYB, fraud prevention, and chargeback management. Security and compliance are integrated into every layer of our organization.
Full-Scale Data Protection for Every Client: PCI-, HIPAA-, and SOC-2-certified environments ensure stringent data privacy.
No Local Data Storage: Information security is reinforced by strict controls on agent systems.
Continuous Training and Auditing: Ongoing training and compliance audits keep your programs at more than 99% compliance, ensuring your customers’ trust and your peace of mind.
Channel strategy and optimization
We work closely with you to understand your customers, your competitors, and your operations to create an omnichannel servicing approach that delivers high-quality customer experiences.
We optimize your channels so that your customers get the right balance of digital-led and people-led processes and touchpoints.
As a result…
Your customers get information and action how they want them
You get operational consistency and efficiency
Your CX is enhanced, leading to longer customer lifetime value
Your business is driven toward long-term growth
Specialized expertise so you can rest easy
Data privacy and security have never been more important, whether you’re in fintech, retail, healthcare, or any industry that values customer relationships. Your customers need to know you’ve got their back … We’ve got yours.
Reduce compliance risk while minimizing losses and customer friction with our tenured specialists and experienced leadership in identity verification, KYC/KYB, fraud, and dispute and chargeback management.
Sleep better knowing data security is built into our entire organization—not just for one program, one wing, or one site. Every Ubiquity agent works in a PCI-, HIPAA- and SOC-2-certified environment. No data is ever stored locally on an agent’s system. Information security and data privacy training are ongoing. Compliance and quality audits keep you at 99+% compliance.
Optimizing the customer journey requires continuous effort, insights into your team’s performance, and front-line insights from customer interactions and feedback. With transparent real-time reporting — from daily performance and disposition reporting, call listening, and weekly quality and operations calibrations — you gain visibility into every aspect of the service. Quarterly business reviews provide actionable insights; productivity analysis; and key recommendations to enhance performance, align with your goals, and deliver measurable return on outsourcing investment.
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