Today, in order to meet and exceed evolving customer expectations, as well as keep clients satisfied, a contact center solution is essential. A direct line of communication with clients is necessary to bridge the gap between what companies think a customer needs and what customers actually want.
Contact centers are a critical link between companies and consumers. They consist of employees (agents) who handle inbound and outbound calls with a variety of scopes: from sale of products and services to problem resolution and feedback collection. The interaction with customers can be handled through a variety of media communication channels (e.g., email, fax, text messaging, Web chat, Web call-back, VoIP, social media) and not just through phone calls. Businesses may opt to outsource customer service duties to an outside company to handle some or all of the contacts with customers.
One such company that provides domestically-focused customer contact services for its clients is Chime Solutions Inc., an outsourcing firm for business processes that specialize in contractor staffing solutions and contact center services. On June 2, the company announced a plan to move to Clayton County, a suburban county located in the Georgia. With Georgia becoming a haven for communications services, an industry that has grown to include nearly 300 Georgia-based companies, Chime Solutions plans to place itself there as well to address clients’ critical customer service requirements.
The recent significant investment in Southlake Mall in Morrow, a 65,000-square-foot facility and former JC Penney building, will allow the creation of a state-of-the-art call center to provide customer care support, help desk and technical support and seasonal-based customer service projects that Chime Solutions will fulfill on behalf of its clients, reports a post on WSB-TV website last week.
Clayton County Commission chairperson Jeff Turner said that Chime’s Contact Center comes at a perfect time and will be used to help further the progress of retail redevelopment in the Southlake Corridor; it will also bring jobs to Clayton County. Call center hiring has already begun, according to the Governor’s Office.
Chime Solutions CEO Shelly Wilson said they are very excited for the move to Clayton County and reside in the Southlake Mall in Morrow; the site will see the grand opening of a contemporary, 1,000-seat contact center with agents (to be hired) to address clients’ customer service needs.
As for the hiring of 1,000 plus agents, Chime Solutions says it is currently accepting resumes for all positions and will begin their interview process this fall for jobs in the Clayton County contact center. Those interested in applying for employment can visit the official company website for details. Meanwhile, Lindsay Martin, project manager at the Georgia Department of Economic Development (GDEcD), is said to be working closely with the Clayton County Office of Economic Development to assist the company with this project to complete the setup of the call center.
GDEcD commissioner Chris Carr said he has no doubt that “[their] well-equipped talent pool and robust fiber optic landscape will help Chime Solutions find the support it needs to better serve its clients.”