Affinitas Teleservices – Customer Care Business Unit

teleservices graphic header - colorful fiber-optic bands

teleservices
teleservices: approach | capabilities | multicultural capabilities

Contact Centers
Affinitas operates domestic and international contact centers, offering tremendous capacity with nearly 1,600 web-enabled agent stations and the ability to process approximately 4 million transactions per month. These full-service centers handle up to 100% of the activity for several of our clients' complete customer contact needs, with full multilingual support in Spanish, French, Italian, Portuguese, and German.

All centers operate 24 hours a day, 365 days per year and offer fully integrated communication capabilities including:

Inbound call handling	Outbound call contact
Email management	Live chat

Locations
All facilities are seamlessly linked for systems management and operations, operational redundancy, data sharing, and program reporting. Affinitas contact center locations include:

Agents
Affinitas agents are experienced in working with multiple and sometimes complex product sets, as well as a variety of potential customer care inquiries. Agents are highly trained in the features and benefits of multiple products and services, and use probing questions coupled with consultative skills to determine the specific needs and challenges of each contact.

Services
Affinitas offers support in:

Inbound and Outbound Customer Care

Product and Technical Questions/Assistance
Warranty Servicing
Added-value Product and Services Sales
Billing Support (including Collections)
Welcome Calls and Service Follow-Up Calls
Survey Calls including Customer Satisfaction and Data Collection

Sales Inbound and Outbound

One- and Two-Step Sales/Customer Acquisition Programs
Lead Generation – Business to Consumer and Business to Business
Appointment Setting
Save Desk / Winback / Retention
Field Sales Support – Lead Generation, Appointment Setting, Order Entry
Referral Programs / Web Support
Retail sales support

BPO / Back Office Support / Onshoring Solutions

Web site content moderation
Billing/payment collection
Data entry
Database maintenance
Mail processing
White mail management
eMail management
Rebate and coupon processing
Renewals processing (memberships, subscriptions)
Transcription services
Warranty registration / management
Applications processing
Language line/translation services

In 2010 and 2011 Affinitas was recognized by the editors of Customer Interaction Solutions Magazine as one of the Top 50 largest inbound and oubound contact center companies in the United States.