Contact Center Services
FFP Global has state-of-the-art call center facilities in Massachusetts with 225 agent stations. We can complement your resources with help on programs and or provide a complete outsourced solution. Our wide range of contact center services include:
- Customer Support
- Order Processing
- Customer Relationship Management (CRM)
- Lead Generation and Qualification
- Conference / Seminar Registration
- Reservations
- Returns Management
- Dealer Locator
- Catalog / Literature Requests
- Marketing Research
- Third Party Verification
- Product Registration
- Cross-Sell and Up-Sell
- Complaint and Issue Resolution
- Membership Retention
- Database Cleaning and Updating
- Application Processing
- Customer Surveys
- Infomercial and Radio Response
- Trade Show Follow-up
Multi-lingual Capabilities
We are able to support a diverse client base from a culture-rich area with access to representatives who are fluent in English, Spanish, Portuguese, Cantonese, Mandarin, Korean, and Vietnamese.
Customized Reports
FFP Global provides our clients a full range of web accessible reports that include real time information on revenue, expenses, sales patterns, and other demographic information that can greatly assist with your marketing and offer development.
An Experienced Team
Over 70% of our front line contact center management team started out as customer service representatives. FFP Global personnel are highly knowledgeable in regulatory requirements such as DNC, HIPPA and Insurance issues.
Account Management That Works For You
Each FFP Global client is assigned a Business Manager. This dedicated resource will proactively work with your company to ensure your total satisfaction with FFP Global. From initial program implementation through on-going support and service, your FFP Global Business Manager is a 24/7 contact you can count on.
Multi-Media Contact Capabilities That Reach and Support Your Customers
Our full-featured inbound and outbound call centers are complemented by e-mail response management, call back, outbound dialing, chat, and web collaboration capabilities.
Grow Your Business with Scalable Programs
Through the use of FFP Global’s contact center, we can offer 225 inbound/outbound agent stations operating 24 hours a day, 7 days a week. As needed, we can bring in and manage thousands of additional agent positions.
Powerful Technology with Real Flexibility
FFP Global has made significant investments in advanced technology that offers proven benefits to our clients. For example, we can intelligently route customer inquiries via phone, e-mail, and web to self-service or live agents located anywhere in the world.
Our Web enabled technical infrastructure is designed for client ease-of-use, and maximum flexibility and security.
Customer Agents Who Are Focused on Your Customer
Each one of our contact center representatives has a web enabled desktop. FFP Global’s innovative computer-assisted data entry system frees agents to focus on customer needs while quickly and accurately completing data entry. This full-featured system includes a customized order-taking screen that is completely configurable to our client’s business.
All product or service information is online for easy access with special scripts displayed on the screen as well as order formats.
Script Changes
On the fly changes to your program can be easily made by a contact center supervisor, who can then instantly update all representatives working in your program.