Contact Center and Telemarketing Services

Also see:

  * Case Study: Retailer Holiday Season Support
  * Energy Services
  * Product Recall

Protocol specializes in contact center services that provide telemarketing and customer care solutions to a myriad of business-to-consumer and business-to-business firms.

Whether you need a salesperson to close deals or specialized technical support services, Protocol's contact center services can help. The performance of our contact center representatives is what sets us apart from the rest. We hire top-notch agents, train them to be experts in your business, and motivate them to succeed. Our stringent hiring practices and extensive training programs ensure the customer care representative speaking for your company is a professional who will facilitate your customers' every step. And, we use dedicated 800 numbers and sophisticated skills-based routing to maximize your results.
Our contact center services

  * Customer care
  * Inbound telemarketing
  * Outbound telemarketing
  * Outbound voice broadcasting
  * Direct response
  * Product recall
  * Collections
  * Lead generation
  * Market research
  * Help desk
  * Technical support
  * Website support
  * E-mail management
  * Click-to-call or chat
  * IVR
  * Virtual agent
  * Emergency and disaster communications support

Contact center resources and capabilities

  * 2,347 web-enabled seats
  * 3,400+ employees
  * 8 locations
  * 60 million inbound calls per year
  * 65 million outbound calls per year
  * More than 22 million inbound e-mails per year

Our process

With one of the longest-tenured call center management teams in the industry, our people understand the critical role contact centers play in our clients' business. They know that their job is to satisfy your customers, so it's essential that they get it right.

Achieving the results you want begins with a genuine understanding of your business objectives. That's where our Client Services Managers excel. From highly customized implementation plans that integrate seamlessly with your business to rigorous quality assurance and ongoing program analysis, your Client Services Managers command the full power of Protocol's experience to orchestrate a fluid and responsive contact center program designed to meet your objectives.
Our technology

Our IT infrastructure employs both centralized and local site platforms for optimum continuity and performance. Our inbound telemarketing, outbound telemarketing, and e-contact platforms are top of the line, and they're both highly scalable and customizable for your business. We use leading CRM and switch technology, which connect to both PSTN access and our own internal private voice network.

We seamlessly and cost-effectively route call traffic to the most appropriate call center and agent for your business. All our workstations are Internet-enabled and capable of VoIP, IVR, and Virtual Agent applications.
Our reliability

All our contact center sites are supported by uninterruptible power source (UPS) generators and linked via VoIP, so if one site goes down, calls are automatically rerouted. We maintain PSTN at all sites and the data center, so calls can be rerouted over IP as well. Key databases are replicated at our data center in Chicago and are always available over a self-healing SONET ring from Qwest. Our backup data center in Sarasota derives its Internet access from a different ISP (Sprint) to provide reliable redundancy.
Our advantage

Contact center services are often the public face of your company when interacting with your customers — so there's no room for mistakes. We've set the bar for performance within the industry. Protocol provides best-in-class contact center, customer care, inbound telemarketing, outbound telemarketing, and voicemail broadcasting solutions that build stronger and more profitable customer relationships for your business.