Customer Service
Inbound and outbound support on phone, chat, email, and social. A person stays on the call when judgment, care, or a hard problem needs one.
Learn morePeople. Technology. Better results.
World-Class
Customer Service.
A person only when the call needs one.
Contact center BPO · virtual agents · AI QA and automations for growing operations.
Customers do not care whether service comes from people, technology, or process. They care that the answer is right, that they are not left waiting, and that it still sounds like your company. Start with a complimentary look at the operation. We will show where a person should stay on the call, and where a virtual agent or automation should take it.
One partner
The entire customer journey.
Six ways the work shows up. One operation, so the handoff between a person, a virtual agent, and a process does not become the customer’s problem.
Sales
Sales specialists for inbound and outbound programs, trained on your offer, so the conversation converts without sounding like someone else’s script.
Learn moreCustomer Retention
The calls that decide whether someone stays. People handle the conversation. Process handles the steps that should not sit in a queue.
Learn moreAppointment Setting
Scheduling and routine inquiries, with a person or a virtual agent depending on the call. Published medical-facility work uses virtual agents for round-the-clock scheduling.
Learn moreAI Quality Assurance
Call monitoring, speech analytics, and NPS and CSAT measurement across the conversations customers are already having, not only a thin sample.
Learn moreContact Center Operations
A complimentary evaluation, then Lean Six Sigma and project management so people, technology, and process each sit where they belong.
Learn more
People
People when people matter.
Hiring is personality-based. Representatives are vetted, trained, coached, and managed. They are AI-trained and bilingual, and ready to scale. Teams can sit in the US, nearshore, or offshore.
A virtual assistant on the roster is a person in a defined seat. A virtual agent, in the client work that has been published, is the automated layer.
Technology
AI where AI makes you better.
Virtual agents cover scheduling and routine inquiries around the clock. That is how a published medical-facility program used them. No percentage was published for that program.
Automations take the steps that should not sit in a queue. A published electronics-manufacturer program paired AI-powered automation with expert-led technical training. In that program, wait times were down 50% and satisfaction was up 40%.
Results shown represent individual client programs and are not guarantees of future performance.
30+ years
More than 30 years of contact center work.
From front-line representative work to executive roles in Fortune 500 companies. Personality-based sourcing and interviewing. Continuous improvement. White-glove service on the accounts that need it.
The three figures beside this are from three published programs. They are not a promise for the next one.
50%
Wait times down
Published program: an electronics manufacturer. Satisfaction in that same program was up 40%. The work paired AI-powered automation with expert-led technical training.
35%
Sales up
Published program: a health and wellness products company. Trained sales specialists. Improved lead conversion.
30%
Repeat customers up
Published program: a national retail chain. Omnichannel engagement.
Results shown represent individual client programs and are not guarantees of future performance.
AI quality assurance
Your customers are talking.
Quality should hear them. AI quality assurance covers call monitoring, program design and implementation, speech analytics, and NPS and CSAT measurement. Coaching still belongs to the people who stay on the calls that need a person.
No accuracy rate is published for this service, so none is stated here.
Published programs
Results that matter.
Six outcomes from individual client programs. Each label is the program it came from.
50%
Electronics manufacturer
Wait times down 50%. Satisfaction up 40%. AI-powered automation and expert-led technical training.
In one published program · not a guarantee
35%
Health and wellness
Sales up 35%. Trained sales specialists. Improved lead conversion.
In one published program · not a guarantee
30%
Retail chain
Repeat customers up 30%. A national retail chain. Omnichannel engagement.
In one published program · not a guarantee
25%
Banking institution
Process efficiency up 25%. A mid-sized bank. Call management and CRM integration.
In one published program · not a guarantee
20%
Travel agency
Bookings up 20%.
In one published program · not a guarantee
45%
Software company
Tickets resolved 45% faster. 24/7 multilingual support.
In one published program · not a guarantee
Results shown represent individual client programs and are not guarantees of future performance.
FAQ
Quick answers.
How do you work with our team?
Programs integrate with your existing processes, with white-glove service on the accounts that need it.
What languages do you support?
Multilingual agents. Our reps are bilingual.
Where do you operate?
Teams can sit in the US, nearshore, or offshore.
Contact
Don’t outsource your brand. Extend it.
Tell us where the calls hurt.
Phone(866) 301-5333
EmailClientRelations@worldclasscc.com
New York307 W 38th Street, 16th Floor PMB 383, New York, NY 10018