At World Connection, we are committed to staying ahead of competitors with our highly trained, award winning staff and solutions. Our experienced team, combined with software flexibility, can accommodate your company's needs by developing a customized outsourcing solution to your specifications.
Anyone can copy your strategy, but nobody can copy your culture.
Performance is a key practice at World Connection.
Training & Coaching
Our coaches are made, not born.
Recruitment & Hiring Strategy
Focus on hiring the right person for the right job.
World Connection values customer service as a top priority for every campaign. We implement our customer service values from the moment our agents start training, and continue to reinforce them daily in everything we do as a company. We regularly monitor our agent's calls to ensure that they treat each customer with the respect and consideration, and that they are able to provide the assistance the customer expected when they contacted us.
Sales are the driving force for many of our campaigns. World Connection ensures that our sales force is highly skilled, motivated and dedicated to achieving success. We accomplish this through proper hiring, incentive based programs and regular training sessions during which we listen to calls with the agents and discuss how to improve the call, rebuttals, etc. Unlike many outsourced contact centers that focus primarily on customer service, World Connection has built a team of trainers and managers dedicated to the art of selling. As a result, we even outperform our customer’s own sales teams in the U.S.
World Connection handles technical support for several large customers. We also do monthly ramp ups for many of our campaigns with an increase of up to 250 agents in just a couple of days. We focus on first call resolution to ensure a good experience for every customer that calls in. Our agents go through extensive training so they are experts and can solve the customer’s problem during the first contact.
Chat and Email
World Connection handles chat and email for billing inquiries, order inquiries, customer service, and technical support, and has always maintained high CSAT scores in these channels.
Quality assurance is essential to ensuring that our agents meet the standards set forth by both World Connection and our clients. We maintain a ratio of 1 QA for every 15 agents in order to monitor calls for customer satisfaction and quality. The QA agents review calls, chats and emails with each agent and provide feedback to improve their performance.
Delivering a wide-range of complex tasks accurately, affordably and efficiently. Our back office support helps customers to be more efficient and affordable with their daily operations.
World Connection helps to build upon your company's current foundation to gain operational efficiencies and transform the customer's journey. We work closely with your team to transfer knowledge, skills, and confidence by offering robust technical knowledge, resources, and flexible training options to increase team self-sufficiency and to improve your business.
Leverage our extensive industry experience, best practices and unrivaled World Connection expertise to maximize your investment and deliver an exceptional customer experience.