Veteran Call Center, LLC d.b.a. Veteran Contact Center (VCC) A Certified Service Disabled Veteran Enterprise and Minority Business Enterprise Overview Presentation
WHAT IS THE VETERAN CONTACT CENTER? US Based Comprehensive Contact Center Serving Commercial Customers and Government Agencies Owned, managed and controlled by Minority Service Disabled Veterans that employ physically disabled Veterans as call center managers Designated as a Service Disabled Veteran Enterprise (SDVE) and Minority Business Enterprise (MBE)
VETERAN CONTACT CENTER MISSION Our mission is to provide Veterans, and their families, with the security of a living wage and benefits through education, job mentoring and employment. Educate and employ disabled Veterans as Tier 1-2-3 agents and call center managers. To create job opportunities for Veterans with a position incorporating the dignity and respect they deserve.
VETERAN CONTACT CENTER MISSION Since the onset of the Iraq and Afghanistan Conflicts, through March 2010, there are now 97,000 American Military Veteran men and women wounded, injured, and ill from the wars. Disability payments are not a living wage. In addition, the overall unemployment rate last year for young male veterans, including those returning from Iraq and Afghanistan, hit 21.6 percent, according to the Bureau of Labor Statistics. Unemployment is not a living wage. Veteran Contact Center provides for our Veterans with jobs that enable them to have a good standard of living.
THE VETERAN WORKFORCE ADVANTAGE Because Veterans are Adaptable Attention to Detail Loyal and Dependable Understand the Chain of Command Trained To Continually Learn We owe them our gratitude and the opportunity to achieve success outside of the military
CLIENT BENEFITS High Quality Service & Performance History Diversity Supplier Credits Bringing Offshore Jobs Back to America Cost & Quality Benefits of VCC Call Center Operations Better First Call Resolution Better Customer Retention Shorter Handling Times Better Security Higher Customer Satisfaction Lower Costs Build Customer Loyalty Among 9.7 Million Veterans and Their Family Members Public Relation Benefits Meet Corporate Responsibility Goals
TEAMING PARTNERSHIP VCC has teamed with Telatron Marketing Group Inc.: Telatron s State of the Art facilities also embodies industry best practices. US based company and facilities employing over 500 associates. Have provided inbound, outbound and IVR support for Fortune 500 Companies for 25 years. Telatron provides the education and mentoring for VCC Veteran agents and supervisory positions through their Management Training Program. Telatron provides Learning Center instruction with Certified Trainers for all levels of Customer Service needs. Telatron furnishes VCC with facilities, systems, methodologies and client oversight. This partnership provides the surety of service delivery to our Clients.
FACILITIES Contact Center Facilities: Compliant with all Telephone Consumer Protection Act (TCPA) Regulations State of the Art systems and IT that can support any program, however complex. Online connectivity with major organizations such as FDR-Total Systems and other Proprietary Systems.
WHAT MAKES THE FACILITY UNIQUE? Dedication to Technology, Onsite Programmers/Engineers Quick Program Deployment Dedication to Quality Service and Results Associate Education Associate Employment Longevity is one of the highest in the industry Contact Center average 3 years of service Administration/Programming average 10 years of service Supervisory Staff average 8 years of service
SERVICES OVERVIEW Services Include: Inbound / Customer Service / Help Desk Outbound / Customer Service / Help Desk Order Processing / Tracking Catalog Support Live Agent and Automated Support Surveys Customer Acquisition / Retention Payment Reminders
SERVICES OVERVIEW Services Include: Technical and Healthcare Support Product Recall Support Natural Speech / Interactive Voice Response/ 99.8% Uptime Disaster Preparedness & Response / Business Continuity Web Chat
RELATIONSHIPS VCC has developed relationships with many Veteran and Disabled Veteran Organizations. My Father s House works with male veterans. Grace House works with female veterans. US Veterans Administration (VA) Hospitals VA Outreach Centers Specialized VA Educational Programs
WHY USE THE VETERANS CONTACT CENTER? Important to support our Veterans, at all levels. Important for America to buy American. Important to provide education and benefits for Veterans and their families enabling them to be proud and self-sufficient.
SUPPORT OUR VETERANS VCC provides a way for organizations to show support for: Service Disabled Veterans Families of Veterans While receiving the value of: Positive Public Relations An Educated and Dedicated Staff SDVE and MBE Diversity Supplier Credits High Quality Service And the satisfaction of supporting our veterans with opportunities for growth, education and sustainability. It is the right thing to do.
CONTACT: Business Development Department Erie, Pennsylvania Facility: 1545 West 38th Street Erie, PA 16508 UNITED STATES OF AMERICA Phone: 1-800-335-0776 Fax: 814-866-1055 Email: info@veterancontactcenter.com