Think You are too Small to Outsource Your Customer Service or Sales…Think again!

So you started your in-house call center with a couple of office workers sitting the back with a phone.  It now has grown to the point where you are not servicing customers and your customer service department is inefficient, expensive and not providing the quality that your product or service demands.  Plus you are tired of handling call-offs and turnover. What do you do?

You have looked into outsourcing but every consultant or call center has told you that no one will take anything less than 25 seats and the setup and cost structure is outrageous. All you are looking for is to outsource 10 maybe 12 seats…I have heard this story time and time again.  The alternative is here. at Expivia is a contact center whose niche is high quality USA customer service support and sales that excels in the “small program” that the mega centers won’t even consider.  Located in Erie, Pennsylvania, we have built our business of servicing programs that are less than 50 seat and most of them are less than 10.  We have the processes for quality and pricing in place to make outsourcing your program an easy adjustment.

In our 30 years’ experience in the outsourcing business we have seen more and more how smaller type programs had gotten the squeeze and are very difficult to place. Mega call centers have Mega budgets and overhead that makes taking projects under 40 seats not a profitable venture for them.  Sad thing is these companies looking for help with 5, 10 or 20 seats are the companies that may really need the service yet not one will help.  We have shifted our business model to help these organizations.

At Expivia you will get all the technology and processes that the “big boys” have (inbound, outbound, chat, email, video) with the quality of American associates.  Expivia has partners as well in the near-shore and offshore markets so we can help you even if you are looking for a hybrid model.  Companies are using our American agents for voice buffered with an offshore partner for chat and email making is a truly cost effective process.  We at Expivia would run your program so you would have one point of contact for all your call center needs no matter what type of model you are looking to utilize.

We have or are working with some of the largest brands in the USA, startups, retailers and small businesses.  We do not discriminate.  We take the burden away from you running your customer service, inbound/outbound sales programs.  Let us handle your customers while you handle your core business.  It’s time to give your customers a world class service and sales experience, let us help. No program or company is “small” at Expivia.

For more information:

Thomas Laird is a customer service and contact center consultant and operations professional with over 25 year of experience. Thomas is currently the CEO of Expivia Interaction Marketing Group, Inc.  and A 100% onshore multichannel contact center and lead writer for the Contact Center Muse Blog.



Leadership Training for Call Center Supervision


You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.” -Howard Shultz CEO Starbucks

How do you educate the supervision in your customer service center? Do you have a training plan at all or do you just take long tenured associates and make them supervisors/team leads when a supervisor leaves? If you hire a supervisor off the street what training do you give them?

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Case Study- How Expivia Helped a Credit Union Overhaul Their Customer Experience

case study

Expivia was recently asked to help a regional Credit Union that was looking to enhance their customer experience, raise their quality and net promoter scores while at the same time turning their customer service center operations into a profit center. The following is a quick break down of how the overhaul of their customer experience took place. Continue reading

Call Center Technology is NOT Customer Service!

customer service

Multi-Channel, Omni-channel, VOIP, Cloud Based Telephony, Speech recognition, Apps for Self-Service, Chat software…all things we are told we need to have a world class customer experience. Buy these and INSTANTLY you will raise your customer sat scores, key KPI’s and net promoter scoring. MAGIC!

What people forget is that these are tools. They are the facilitators to service not of service. The call center technology of today is amazing, but it only works when you understand the priorities of what customers want.

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#askExpivia for Any Questions or Topics You Would Like Addressed on the Muse!

I have had a lot of people ask us for specific topics or questions to be answered that come from LinkedIn, Facebook or right to my email.  Let me say I LOVE THOSE questions!!!  Keep them coming.  I wanted to give an option on Twitter as well…

For the next 10 Days if you have any Call Center, Customer Service, Education, Call Center Leadership, Turnover questions or thoughts or anything Customer Service or Call Center…post them to #askExpivia  I will take most if not all of the requests and either me or my team will reply directly to you and on the blog.

Go ahead #askExpivia away!

To Go Multi-Channel or Not

customer serivce

I would like to spend some time over the next week or so discussing some of the topics that I believe are at the fore front of customer service professionals.  I would love to be able to get a discussion going on these topics.  Over the next week I would like to try to give my opinion and start a discussion on the following:

  • Should Organization Embrace a Multi-Channel Philosophy or Stick with Channels They are “Good” At?
  • Should/How We Implement Social Media
  • How/Should Video Come Into Play in a Service Model
  • What Service Metrics are Important
  • Should We Outsource or Grow Our In-house Facility
  • To go to the Cloud or Stay on Land
  • Properly Handling Self-Service

If there are other topics that you would like to tackle shoot me an email and I will add them to the list.

With the first installment lets talk about if companies should multi-channel or stay in certain more time-tested channels:

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