Why partner with The Jackson Group?

Your brand promise is all about quality and customer intimacy. Does your outsourced contact center deliver those values? Many of the largest mega-seat contact centers focus primarily on delivering the lowest possible cost per transaction for high volume accounts, which can leave your customers feeling dazed and confused.

The Jackson Group, on the other hand, is a mid-sized, highly integrated customer contact center focused on delivering an extraordinary customer experience. We specialize in high-touch, high-value customer interactions. Your business is unique and every contact with your customers is an opportunity to enhance their relationship with your brand. That is why we design a contact center solution tailored to meet your specific needs. Whether your customers are connecting with you via phone, website, e-mail, fax or some combination of the above, The Jackson Group is committed to helping you achieve your business goals by leveraging the power of a multi-channel customer contact center that truly maximizes your customer’s experience.

The Jackson Group Performance Advantage

Accountability for the Customer Experience

• Commitment to Service Level Agreements and measurable performance
• Proactively seeking ways to improve processes and find efficiencies
• Experienced leadership able to blend proven approaches with innovative thinking

Superior Employee Screening, Selection and Retention

• Thorough proficiency testing and skill-based evaluations prior to hiring
• Comprehensive classroom training and simulated call experiences before taking first call
• Incentive programs designed to reward outstanding CSR performance and longevity
• Flexible staffing options to accommodate both full-time and flexible part-time positions

Continuous Performance Monitoring

• Quality Assurance through real time and remote agent monitoring
• Voice and keystroke capture of customer interactions
• Ongoing coaching and e-learning delivered to agent desktop
• Over 200 standard reports and in-house programming staff to develop custom reports
• Compliance with all FCC, TCPA and state regulations for Do Not Call

Ongoing Investment in Latest Technology

• Scalable hardware and software infrastructure based on Avaya Interaction Suite
• Analog, digital and VoIP solutions
• Predictive dialing
• Integrated Voice Response (IVR)
• Sophisticated workforce management and scheduling software
• Seamless integration with fulfillment operations, print-on-demand capabilities and database marketing services