CEDAR RAPIDS, IOWA: January 2016 – TLC Associates, a leader in driving business to business revenue in outsourced customer contact centers for Fortune 500 leaders, is launching an omni-channel business service, aimed at helping companies maximize business-to-business communications by integrating across lines of contact. The solution integrates multiple interaction channels: inbound and outbound calls; web-based interactions; social media, back office, chat and email transactions and presents business professionals with standardized information, no matter how they choose to interact.
“Convenience and accuracy are critical in today’s world. Busy executives manage their purchases much the same way consumers do, integrating web and mobile searches, online chats, telephone interactions and texting allows them to research products, answer critical questions and make purchases at anytime, anywhere. Each interaction needs to be ready and available, delivering consistent information.” remarked Thomas Cardella, President and Founder of TLC Associates. “Our clients can now turn to TLC Associates to help them manage the volume of interactions in a way that will bring their customer real-life convenience. The benefit of TLC Associates’ omni-channel B-to-B service is that it distinguishes our clients’ brand among its competitors and increases their customer’s satisfaction.”
“In a recent study by Forrester Research, Building the B2B Omni-Channel Commerce Platform of the Future, more than 60 percent of companies said that their business customers expect omni-channel capabilities from them, and yet, in recent studies, less than 25% of companies are prepared to offer an integrated suite of communication channels for their customers, “ remarked Cardella. “Those companies that did offer omni-channel solutions, and participated in the Forrester study, received more than 30% higher sales revenue and 75% greater customer satisfaction.”
“For one of TLC Associates’ current clients, we have more than doubled their in-house business to business sales conversions, with higher satisfaction ratings, by our efficient use of text and chat mediums as follow ups to their business clients,” said Cardella. “Our representatives are able to develop a closer relationship with business customers. The connection this creates between customers and our teams is proven by consistently higher sales.”
TLC Associates was recently ranked as the 12th largest integrated contact center provider in the world by TMC Net and was awarded the 2015 Customer Experience Innovation award for its SecureRep security solution. For more information, please visit www.tlcassociates.com or call (319) 730-4000.
About TLC Associates
TLC Associates is changing the way people think of customer contact centers. A 100% employee-owned company, TLC Associates focuses on front line employee satisfaction and with it, is able to drastically increase the return on investment of its Fortune 500 clients. TLC Associates manages customer experience across all contact channels, exceeding client goals in sales and service alike. Committed to creating quality jobs in the Midwest, the company has grown to four locations in the state of Iowa: Cedar Rapids, Coralville, Keokuk, and Marshalltown and has an at home location in El Paso, Texas. For more information about TLC Associates, please visit www.tlcassociates.com.
Thomas L. Cardella
President, TLC Associates