Industry Experience

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Retail / etail

Industry: Retail / etail

OTD understands the importance of the brand experience related to your customers and your business processes. We custom design our services and become a seamless care provider with our goals to deliver a multichannel, high value customer experience that is outcome based. Our extensive experience providing outsourced multichannel contact center solutions for many leading retailing and consumer products companies allows us - to deliver superior customer service, similar to what your clients experience online or at your stores.

  • We are performance and results driven – improving customer satisfaction scores, increasing sales and up sell/cross sell, conversions, improving first-contact resolution rates, and decreasing average handle time... We like sharing risks and rewards with our clients with a pay for performance model.
  • We deploy dedicated teams – our agent hiring and training methodologies allow account management and agents to become “brand experts”.
  • We are proactive– we proactively communicate best practices to our clients and always look for ways to provide solutions to drive costs down, increase sales, improve customer satisfaction scores, and strategically plan for the future.
  • We implement seamless transitions – from a first time outsourcing relationship, to returning after outsourcing "offshore" - our implementation process ensures that we mitigate all risks to provide a successful transition.

You Will Benefit From Our Expertise:

  • 100% North American based contact centers - providing professionally-trained agents available 24 hours a day, 365 days a year.
  • Multichannel solutions – voice, email, IVR, SMS (inbound and outbound), chat and social media
  • Capacity and scalability – our ability to add agents efficiently and seamlessly at all our north American-based facilities - ability to ramp up and down for seasonal programs, overflow, after hours and peak volume support, while connecting with customers through voice, live video chat, web chat, email and social media response.
  • Proactive account management - a single point of contact working to optimize your success through a flexible, consultative approach with a focus on quality and sales results.
  • Workforce optimization - lowering your costs by maximizing agent utilization efficiencies.
  • Quality Focused - ensuring quality and performance through web-based, on-demand reporting and live or recorded call monitoring.
  • Multi-language capabilities – English, Spanish, French Canadian
  • Dedicated executive sponsorship – each team is assigned an executive sponsor to ensure that our client’s priorities are managed from both the bottom up and top down.
  • We put "skin in the game" – we like to include pay for performance models in all our engagements.