Interaction Management

Interaction management practices rooted in omnichannel efficiency

Deliver consistent communication, from channel to channel.

Safeguard your brand and drive customer satisfaction. KellyConnect Interaction Management module ensures consistent language, level of service, and customer insights across every touchpoint. Customers get a fully-supported, curated experience no matter which platform they use to reach out.

Through years of omnichannel practice with some of the largest brands in the world, KellyConnect has designed, created, and operated multichannel contact center solutions across traditional and at-home-agent talent distribution models.

Put our solutions to work for your team.

Environment design

A KellyConnect contact center specialist will assess your customer communication journey and set up an optimized environment tailored to it.

Omnichannel design & optimization

Get an integrated, ground-up plan for voice, chat and SMS channels - plus an optimized social-listening practice for customer and brand advocacy.

Workforce security & monitoring

We help you implement security and compliance best practices across all channels and agent environments.

Optimize interactions for improved outcomes.

When a global healthcare company needed HR support for its 12,000 U.S.-based employees, they partnered with KellyConnect to create an efficient, resourceful solution for their team.

Through benchmarking and performance management optimization, we delivered stunning improvement:

Faster assistance – Kelly Connect improved average speed to answer by 52%.
Reduced caller abandon rates – shorter wait times led to a 63% reduction.
Happier customers – CSAT scores improved by 9%.

CASE STUDY

Kelly improves contact center performance and exceeds sales forecasts.

KellyConnect leveraged the strength of our BPO business model and experience in customer care environments to develop new initiatives that effectively addressed the customer’s concerns.

Elevate your contact center.

KellyConnect has a proven record of creating customized contact center outsourcing solutions that feature the market’s best talent and technology.

Contact us at 800.Kelly.01 to engage with a KellyConnect sales representative, or fill out the form to start the conversation