Over 25 Years of Customer Experience Excellence
Advantage Communications helps brands deliver superior customer experiences through the highest level of customer service, from our Jamaican and Canadian call center outsourcing services.
We make that possible by bringing together people, passion and technology to provide the best possible customer care – in a cost-effective, and tailored way to meet the specific needs of today’s customers.
We Build Customer Service Centers of Excellence
With three world-class customer service campuses, spanning across Canada and Jamaica, Advantage Communications has built an extensive team of highly-skilled, trained and bilingual team of results-driven customer service agents that are passionate about our client’s success.
Through a focus on HR, agent development, continuous education and efficient operations, our Centers of Excellence are able to deliver world-class customer service programs, superior customer experience outcomes and return on investment for our clients.
Hands-On Experience That Enhances your Brand
Customers today are willing to pay up to a 16 percent price premium for a great customer experience. What’s worse, is that 32 percent of customers are willing to walk away from a brand they love because of just one bad experience.
Results
Our skilled teams helped to reduce unnecessary transfer by roughly 70 percent. With their expertise, agents are able to decrease dispatches by 15 percent, saving Eastlink a significant amount of money.
We are proud to maintain NPS scores of 40-55 in the various lines of business and among the industry best in Canada. The program grew from overnight staff of five to 225 FTEs.
ACI’s CRM tool, RUBI, is able to easily provide the client with customer analytics and business intelligence to help them improve their product and service delivery.
To help PNI with their cost-saving endeavor, ACI was able to have the Kingston, Jamaica contact center up and running within 30 days to support PNI’s peak season.
PNI’s peak seasons occur during Christmas within a three-week period. ACI was able to meet this extreme increase in volume via a combination of creative scheduling strategies along with a carefully planned out expansion of their workforce, which grows each year by about 550 percent.
“ Advantage Communications delivers exceptional support to our customers. Our partnership is a natural fit, we’re both Maritime companies that share the same philosophy when it comes to our customers, that is to deliver the best care and support possible.”
