FRONTLINE CALL CENTER, LLC
EASTSOUND, WA

We provide a full service call center solution for your business with our Agents handling all points of contact. This option is highly customizable. We work closely with you to ensure that your business culture and needs are fully represented in all areas during the onboarding process and setup. We ensure that the Agent representation you receive is what you truly need to help maximize your growth potential. We provide your company with the cloud contact center software that gives the ability to utilize your current support team in an in-house call center type environment. We will walk you through the setup and implementation of the platform. We offer a higher degree of support than most competitors for smaller set-ups at a better price point. This solution creates a blended team of your current support team and ours. We provide you with the complete package from Solution Two plus our Dedicated Agents. It adds an additional layer of peace of mind as you control when and how the call volume flows to our Agents. This also means that your overflow is documented in the same reporting logs and format as the calls your in-house Agents take. Henry Ford, Founder Ford Motor Company Thanks to technology life and business often deviate from the traditional business hours, so can your support. We operate 24/7/365 at no additional cost in order to meet our US based clients international support needs. All of our Agents, both remote and in-house are located within the US and are employed directly by Frontline Call Center. Our ideal Agent exhibits high touch phone skills, excellent written skills and are familiar with today’s technology. With strategic controls and technologically advanced monitored systems we provide an environment that enhances our employees strengths allowing them bring creativity, flexibility and dynamic performance to their jobs. Using our contact center software, we are able to deliver multiple communication channels. These include Inbound/Outbound Phone, Outbound Dialers, Email, Chat, SMS and Social Media Support. The outbound component to customer care is often treated as the ugly step sister when in reality it can be a great opportunity to build sustainable communication and longevity with new or existing clients and customers. While we are not Telemarketers we do offer Data Verification for updating lead lists or CRMs, Event Notification/Registration and automated or manual Surveys. An IVR is so much more than press 1 for Customer Care or 3 for a Company Directory by name. We approach it as setting the stage for a successful interaction that supports your company brand. With the ability to customize the messages, music and options played it can be tailored to feel like an integrated part of your business. Automated call back options, self-service press paths and hold options like music or news on demand are a few of the options available to make the caller's experience better. Language barriers are not conducive to business. We partner with Language Services Associates to make interpretation services for most languages affordable and practical. Our agent dials a dedicated number, enters a unique access code and request the interpreter. Within seconds, a qualified interpreter joins the call delivering a fully understood caller experience. In addition to the on demand 3rd party interpretation, we offer bilingual speakers as part of our Dedicated Agent model. While our clients value the fact that our Agents are native English speakers other languages are commonly spoken throughout the US. Many companies also have business entities in other countries that need to be supported or communicated with regularly. When it comes to all things customer care your CRM or database can be your most valuable asset. When customers, contacts and interactions are documented or logged by both the company directly and the agents providing the support it makes for transparency in handling with seamless real time first call resolutions. Call Dispositions can be tied in with your CRM in order to identify growth areas. We are capable of hosting your existing number, providing toll free, local or true 800 phone numbers. International phone numbers are also available. If you would like to retain direct ownership of your current number for marketing purposes we can provide forwarding numbers and skill the calls accordingly so they can be tracked against your marketing campaigns. The Frontline Call Center Community 2.0 changed the way our Agents interact with our Clients information and data for the better. Using The Community we are able to provide relevant account specific information on a need to know basis using fully searchable and easily updated Community pages. This informational search ability gives us a lot of flex in being able to train agents to free script, making calls flow as naturally as possible while allowing Agents to capture information correctly, cross reference other areas without jumping script and to provide a first call resolution as often as possible. It allows our clients to listen to calls and pull call logs with metrics on demand. Frontline Call Center Managers are well trained professionals, who act as an extension of your company. These hard working individuals bring varied skills, expertise and energy to any project or campaign that is supported by Frontline. Some Account Managers choose to work from remote home offices allowing flexibility and a higher retention rate while others work from our main office located in Friday Harbor, WA. At the click of a button Account Managers can listen on any call in progress. They also support the Agents using secure online chat methods. All upper management is selected in part for their multi-tasking skills and ability to monitor Agent Chats. Agents can ask questions and cross verify information with other team members, Managers, Supervisors or designated staff within your company. Frontline Call Center offers light fulfillment services through our Friday Harbor, WA location. This includes small replacement parts, sending of coupons and also return packaging for quality control of products.