Contact Center

LaunchPad uses a powerful combination of state-of-the-art technology, refined management practices and superior standards to deliver world-class contact center services.

Services

Inbound/Outbound Sales

We provide sales support for inbound and outbound sales campaigns. Our sales representatives are uniquely trained to meet performance expectations while maintaining outstanding quality assurance.

Customer Support

LaunchPad provides a customer support culture that adapts to your dynamic and changing needs. Through exceptional handling of phone and e-mail support, our customer support representatives effectively deliver outstanding customer satisfaction while dramatically increasing revenue through cross-sell and down-sell promotions.

Technology

LaunchPad has a state-of-the-art Oracle Customer Relationship Management ("CRM") system capable of managing marketing campaigns and all categories of customer interactions. The system tracks interactions for all stages of the customer life cycle, from leads and opportunities to sales orders and customer service interfaces. This sophisticated system is connected to our Business Analytics platform and can generate real-time alerts, charts and reports that can be used to proactively manage performance at all levels. Drill-down dashboards and reports provide critical information to anyone in the organization from the CEO to the individual contact center representative. These solutions provide our clients with a high level of visibility and help them make quick tactical adjustments as well as define strategic direction based on customer behavior.

Our collection of telephony systems consists of uniquely integrated components designed to route the right caller to the right agent at the right time. Our Private Branch Exchange ("PBX") system is capable of accepting calls from traditional phone lines as well as Session Initiated Protocol ("SIPs") trunks that route calls to digital phones, Internet Protocol ("IP") phones or soft-phones. Our Interactive Voice Response ("IVR") system prompts customers for input and routes the call based on caller’s selection. Additionally, our Automated Call Distribution ("ACD") system provides agent and queue management functions and reporting. Finally, our digital voice logging system records all incoming and outgoing calls to satisfy regulatory requirements. The combination of these advanced systems allows us to deliver superior service to your campaigns and customers.

Management Approach

LaunchPad uses its trademarked "TEAM"™ approach in managing Sales and Customer Support representatives. TEAM™ stands for Train, Enforce, Administer and Motivate.

Train

The company developed the "TEACH"™ approach as a cornerstone for optimized training programs. We "TEACH"™ by using Themes to facilitate knowledge retention, Examples for clarification, Active participation to keep trainees engaged, Consistency to unify concepts and Hammering the concepts through repetition for better retention.

Enforce

Our Sales and Customer Support Management groups promote corporate and client objectives by enforcing policies and standards. In doing so, we create disciplined and dedicated representatives who are always prepared to best service our client needs.

Administer

Our success stems from our commitment to developing world-class processes. Our Management groups understand that part of their role is to administer their duties according to well-documented processes. Moreover, by maximizing efficient management of our contact center, we have more time to dedicate to Training and Motivation strategies.

Motivate

We encourage our team to continuously improve. Our Sales and Customer Support management team understands that the best way to motivate representatives is to build confidence, offer feedback constructively, set attainable yet “stretch” goals and promote an atmosphere of support.

Sales and Customer Support Representative Standards

Our overall training and management approach promotes a high level of accountability in our Sales and Customer Support representatives. We continuously strive to develop a team of Professional, Coachable, Compliant, Closers ("PC3"™) throughout our Sales organization. Similarly, our Customer Support group is driven to perform as Professional, Coachable, Compliant, Solution Providers (PC2S™). Our PC3™ and PC2S™ standard is embedded throughout many aspects of our operations, including the education and enforcement of policies and procedures, the practice of continual training and compensation and bonus plans that provide additional motivation for team members.

To learn how LaunchPad can help you with your contact center needs, please click here and fill out the Contact Us form.