Our Intouch@Home Solution

Intouch@Home allows you to scale your customer care program in any geography fast.

Virtual Customer Care Solutions

Work-at-Home Customer Care for the World’s Coolest Brands

Our Intouch@Home provides flexibility to partners and team members.

This allows you to scale your customer care programs quickly, creating additional business continuity and diversifying your global footprint.

Our focus is to provide innovative solutions to world-class brands and flexible career opportunities for an ever changing workforce. This approach to global recruiting, robust technology and infrastructure, online training, enhanced performance management, and commitment to our remote agent culture provides brands with best-in-class CX.


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ON CAMPUS AND @HOME

We collaborate with you on a connectivity strategy to successfully deploy our Intouch@Home solution on your program.

Whether it is leveraged as a supplement to your on-campus team, or as a fully at-home team, recruiting, testing, orientation, and training are completely virtual, with highly-skilled agents selected from labor markets best suited to your business needs.

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We collaborate with you on a connectivity strategy to successfully deploy our Intouch@Home solution on your program. Whether that’s our Hub-and-Spoke model, where agents are tethered to our campuses for training, reviews, etc. and transition to working remotely. Or our Fully Remote model, where everything from recruiting, testing, orientation, and training are completely virtual, with highly-skilled agents selected from labor markets best suited to your business needs.

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Benefits of a virtual workforce:

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People

We leverage our people database, stack rankings, and our proprietary technology app, Superpunch, to survey our existing team members in real-time on their interest in Intouch@Home.

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Communication

We utilize our centralized communications hubs (CoHub, The Insider) and our crowd-sourced chat function, Answers, in our Superpunch app for team members to ask real-time questions during and after Intouch@Home deployment.

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Flexibility

We hire agents for all our customer care programs who are flexible and comfortable in multiple-scenarios and are qualified to work remotely.

for brands
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  • Access to global labor pools with greater language capabilities

  • Scale and business continuity

  • Secure, compliant processes

  • 24-7 Intouch Technology and Telephony Infrastructure

EMERGING

for brands Emerging
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Access to global labor pools with greater language capabilities

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Scale and business continuity

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Secure, compliant processes

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24-7 Intouch Technology and Telephony Infrastructure

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Behind the scenes

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Flexible full-time, part time, and gig shifts

Mobile devices

Consistent cultural engagement with our Superpunch app

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Online training, career development and coaching

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Experience working with the world’s biggest brands

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Technology

Best in class proprietary software and connectivity - we currently operate in over 20 communities around the world with consistent bandwidth across multiple contact channels.

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Experience

We have 10 years of experience piloting Intouch@Home on our client programs with tenured agents.

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Analytics

We identify market trends ahead of our competitors and always having a pulse on various industry needs.

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ESSENTIALS

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  • Flexible full-time, part time,
    and gig shifts

  • Consistent cultural engagement with our Superpunch app

  • Online training, career
    development and coaching

  • Experience working with the world’s biggest brands

for team members

ESSENTIALS

ESSENTIALS

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We’ve been providing our core solutions for years and can exceed your expectations with our eyes closed (don’t worry, we won’t... but we could).
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chat

Chat has become a core CX channel, allowing your customers to interact with you at their convenience. Our teams are trained to address concerns, save the sale, and drive loyalty all while maintaining your brand voice. Having a killer chat solution can increase your AOV, reduce Cost per Contact, and increase overall CSAT.

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voice

We provide high-touch, on-brand inbound voice solutions. Through various training techniques, your team will learn how to assist your customers without following a script, all while maintaining alignment with your brand voice.

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email

A responsive email program is key to a successful multichannel customer service solution. By leveraging your customer data, our email specialists are able to provide them with the answers they need, resolving issues as quickly as possible.

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self-serve

An efficient self-service solution can increase personalization and deflect call volume. Whether you are starting from scratch or wanting to enhance your user experience, we can build the IVR of your dreams.

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social

Our solution includes community monitoring, moderation, engagement, social care, risk management, and insights. We have developed programs for over 200 companies (and counting!), by providing technology recommendations, supporting marketing campaigns, developing training and certification programs and perfecting their KPI measurement.

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sms

With our partners, we’ve been able to provide our clients with a new channel of communication. SMS customer service makes possible to text-enable toll free and business numbers for sales and service, providing a more convenient and personal interaction for customers on the go.

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AI

Laivly is the emerging technology division of 24-7 Intouch. This dedicated team of data scientists, developers, and researchers is building the future of customer service. Check us out here!

EMERGING

Emerging
Our next gen solutions allow you to take care of your customers seamlessly. Anytime, anywhere.
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how we win together
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Training

Specialized virtual training by program leaders via our in-house developed proprietary learning management system technology.

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Culture

Engaging our global remote teams in real-time via Slack, Google Hangouts, and live chat for coaching sessions, performance management, and to connect them to their brand program and 24-7 Intouch culture.

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Leadership

Our dedicated, transparent leadership task force partners with you every step of the way to
understand your needs and ensure fast and successful implementation of your Intouch@Home
program.

Actionable Insights

So, you’ve collected your facts, statistics and customer data. Now what? Actioning insights gives you a deeper understanding of your customers, what makes them tick, and lets us drive improvements to better serve them. Insights and data have been ingrained in our culture since day one. It is in our DNA, and our team makes it a part of yours.

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