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Contact Center Solutions
O U T S O U R C E D S O L U T I O N S F O R C O M P R E H E N S I V E C O N TA C T C E N T E R N E E D S . KellyConnect is a unique provider in the traditional contact
center marketplace. Leveraging our 70 years of expertise and
extensive insight of the staffing and recruiting challenges that
face the contact center industry, we are able to connect clients
with the people, processes, and technology they need to create
the experiences their customers demand. Our sourcing and
recruiting acumen create the foundation for all of our success,
while our outstanding operational management team brings
all the components of the program together and delivers an
efficient and exceptional customer experience. We are a leader
in the Home-Based Agent delivery model which provides
endless access to talent, unmatched business continuity, and
operational elasticity. The solutions ultimately deliver the
flexibility, scalability, and accountability required in today’s
demanding business environment.
KELLYOCG CONTACT CENTER SOLUTIONS | 1
2 | KELLYOCG CONTACT CENTER SOLUTIONS
C U S T O M I Z E D S U P P O RT S E R V I C E S
Our teams provide inbound and outbound contact support for any B2C
or B2B need, including high and low volume engagements, as well as
technical and administrative support activities. Our ability to quickly scale
the contact center workforce up or down allows us to effectively manage
seasonal cycles while increasing sales, traction, program adoption, and
overall customer satisfaction.
KELLYOCG CONTACT CENTER SOLUTIONS | 3
4 | KELLYOCG CONTACT CENTER SOLUTIONS
KellyConnect leverages the extensive sourcing, recruiting, staffing,
training, and HR expertise of Kelly Services to couple the right talent with
operations excellence. Our management team has decades of experience
operating contact centers for companies large and small. Our operations
are designed and managed to deliver exceptional experience through an
efficient and scalable model. Our team employs a robust suite of workforce
management and optimization tools and practices to meet the fast-paced
demands of the business. These fundamental components are critical to
deliver exceptional performance for our clients. We exceed customers’
expectations while minimizing employee attrition through ongoing
opportunities for growth and career development.
O P E R AT I O N S M A N A G E M E N T
KELLYOCG CONTACT CENTER SOLUTIONS | 5
KellyConnect excels at delivering exceptional customer care services. The
key to our success is identifying and hiring the best employees who can
be a cultural match for our customer’s environment. We leverage the best
technology coupled with decades of operational expertise to deliver a
solution that brings value to your brand and reputation. We engage your
customers with an approach that sets them at ease through omni-channel
communications options. Our integrated solutions provide the talent,
technology, and management to meet the demands of your customer
service requirements.
C U S T O M E R S E R V I C E
6 | KELLYOCG CONTACT CENTER SOLUTIONS
KELLYOCG CONTACT CENTER SOLUTIONS | 7
T E C H N I C A L S U P P O RT
With deep roots in the IT community, KellyConnect attracts, trains, and
retains the most competitive technical support talent available. Our team
is easy to work with, bringing better communication, greater process
maturity, ITIL-certified members, and a comprehensive understanding of
technical support requirements to your contact center solution. We deploy
customized training solutions catered to meet the demands of the client
and the employee base. Our ability to offer technical development skills
along with extensive career options helps us deliver the best talent for
customers’ technical support demands.
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KELLYOCG CONTACT CENTER SOLUTIONS | 9
T E C H N O L O G Y A N D C O M P L I A N C E
KellyConnect employs the most advanced technologies to enable our
customer solutions. Our cloud-based technology solutions provide the
flexibility and capacity to meet any volume demands. Coupled with our
technology are processes and strategies to ensure consistently compliant
solutions geared to meet the demands of federal and industry regulatory
guidelines. Our solutions minimize the risk, deliver a highly compliant
environment, and reduce administrative burden in any contact center
model—even those with home-based agents.
KellyOCG®, the Outsourcing and Consulting Group of workforce
solutions provider Kelly® Services, Inc. KellyOCG is a global
leader in innovative talent management solutions.
Additional information about KellyOCG and our Contact Center
Solutions can be found at kellyocg.com.
kellyocg.com
© 2018 Kelly Services, Inc.