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Alpine Access' Call Center Operations Model Drives Sales at Financial Services Firm
By Rajani Baburajan, TMCnet Contributor
Alpine Access, a provider of virtual call center operations revealed the company is expanding its association with a Fortune 100 financial services client to provide targeted selling capabilities for a select group of business customers.
The program allows Alpine Access to further penetrate the financial services industry with its successful cross-selling and up-selling capabilities, company officials said. The targeted selling capabilities will be offered in conjunction with existing customer care services.
Through this service, select in-bound callers will be directed to Alpine Access' team of specially trained virtual customer care professionals. The agents will gain an opportunity to communicate new benefits and services, while also addressing customer needs and strengthening existing relationships within call center operations.
The financial services firm selected Alpine Access based on their deep experience in call center operations, past performance and flexibility of its at-home workforce. Alpine Access provides a scheduling flexibility of its employee-based virtual @home business model. This allows Alpine Access to increase or decrease the levels of staffing in real-time based on actual call volumes. The workforce efficiency, unique to the virtual environment, saves clients money by avoiding staffing overages or missed caller opportunities, company officials said.
"Alpine Access' home-based workforce is comprised of more mature professionals with an average of 15-20 years of experience," said Christopher C. Carrington, president and CEO of Alpine Access, in a statement. "For this reason, our employees are able to better empathize and connect with customers, thereby creating opportunities for selling additional services.”
“Helping clients generate revenue, while also providing the highest level of service, gives us a strong a competitive edge and is one of the reasons so many iconic American brands are home-shoring their customer service with us," Carrington added.
Alpine Access' call center operations deliver an extensive list of programs for Fortune 100 financial services clients including account inquiries, bill payment and processing, balance transfers, account origination, product/service selling, and collections for several of the nation's leading financial institutions.
Recently, TMCnet reported that Alpine Access has earned 76 percent growth in revenue for the first half of this year, compared to the first half of last year. The company also announced it has seen rapid expansion in order to meet unprecedented client demand, achieving three straight quarters with revenue growth over 75 percent.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Jamie Epstein