Commercial Services
Personalized to fit your industry. Your company. Your customers.
Your vision. Our solutions.
Our service offerings are customized and designed with the right practices to suit the needs of your business, evolving as you do. We approach our relationship holistically with a view of your customers from a Lifetime Value (LV) and Customer Lifecycle (CL) perspective. Foundational services that are customized to your requirements include:
Customer Service
Beyond basic customer service, we work with our clients to identify and articulate the essence of the brand. Through clear articulation, we transfer knowledge and train our representatives to deliver service as a fully vested extension of your organization.
Sales
We think not only about making an appointment or sale, we think about the Lifetime Value of customers. We recognize that every interaction whether sales or service-oriented creates an opportunity to provide solutions, solve customer issues, meet needs and deepen the long-term relationship with the customer.
Technical Support
From customized Level 1 troubleshooting to advanced Tiers of technical support, we design an outsourced support environment that works as an integrated function of your in-house support desk.
Back Office and Administrative
Flexible and nimble means we have the wide-ranging ability to support your business processes. Audit, mailing, database and data entry, quality assurance and a variety of online and offline processes are just a few of the ways we take on functions that add value to the end-to-end process.
Account Management
Frequent touch points with a broad range of service ensures our clients stay connected and in communication with key accounts and customers. Our Account Management services extend your ability to ensure client satisfaction, grow revenue, product/program performance, service levels and compliance.
Customer Satisfaction Surveys
CSAT surveys provide a valuable window into the experiences of your customers, from their concerns, challenges and positive feedback, to their candid opinions of products and services. We connect with customers through a variety of platforms.
Market Research
We believe that without data you are just another person with an opinion and our market research seeks the first-hand opinion and experience of your customers and audience. Our philosophy is to look beyond the numbers, to be proactive in identifying and communicating trends and to provide valuable, trusted insights.
Lead Generation
North End Teleservices has some of the best Lead Generation leadership and experience in our industry. List acquisition, database analysis, scripting and controlled tests are among our specialties.
Appointment Setting and Confirmation
Inaccurate scheduling and missed appointments can mean lost revenue and inefficient use of resources no matter the industry. Our expertly designed appointment setting and confirmation process increases accuracy and minimizes shrinkage throughout the entire process.
Reservation Sales and Service
We see reservations as an opportunity to sell beyond the booking. Cross-selling, up-selling, local offerings and packages can enhance reservation sales and service and lift revenue per booking.
Dispatch
Our dispatch experience spans a variety of sectors and applications. The design of our service is customized to the environment and the customer from high volume no nonsense transactional to high touch sensitivity supporting precious cargo. Our innovation in dispatch includes a two-way video system that offers a virtual face to face communication environment between the vehicle or transportation equipment operators and our team.
Intake and Claim Status
For medical, insurance, government programs and warranty providers our claim status services provide an accurate, professional and cost-effective way to add throughput capabilities to claims processing.
Omnichannel Delivery
Voice
Chat
SMS Text
Social Media
Interactive Voice Response (IVR)
Reaching new customers, staying connected with current customers and providing quality service starts with our people. At North End Teleservices we design and architect not only the best practices but the right practices for your business.
We are intentional and passionate about matching the requirements of your program to the right service representative using a sophisticated vetting process, multi-faceted technical and soft skills training, best-in-class technology underscored by a supportive and continuous improvement environment.
We approach every engagement utilizing the broad industry experience and subject matter expertise of our Account Team (we like to call them HEAT or High Energy Action Team) in conducting the Discovery and Intake phase to develop requirements and design customized solutions.
We take an omnichannel approach, delivering solutions in a way that reaches customers where they are no matter what the channel.
The coming together of these elements = an extension of your brand and seamless process.
Current
Certifications
and
Compliances
Women-Owned Small Business (WOSB)/(EDWOSB)
HUB Zone Certified (HUB)
Certified Minority-Owned Business (MBE)
Certified National Women’s Business Enterprise (WBENC)
US Department of Labor Registered Apprentice Program
Health Insurance Portability and Accountability Act (HIPAA) Compliant
Routine Use (RU1) Compliant
National Institute of Standards and Technology (NIST) Compliant
Family Educational Rights and Privacy Act (FERPA) Compliant
Payment Card Industry (PCI) Compliant
Community Involvement
Our commitment as a company extends beyond ourselves, our employees and our clients to the communities where we live and work.
We strive to enrich each community by creating jobs, providing good wages and cultivating a culturally rich, diverse and inclusive place to work.
We commit to contributing to the community in a positive way, advancing people by enabling choice through increasing their economic independence.
“We learned what North End’s mission was and really wanted to support that knowing they would be providing service excellence to our customers.”
— Higher Education Retailer Vice President of Customer Success and Marketing
“Outsourcing our patient appointments to North End Teleservices was the best thing we have ever done.”
— Health Center CEO
“NET has been one of the most open vendors that I have had the privilege to work with on improving processes as our work relationship has evolved.”
— Public School District Information Services and Technology Manager
Read about real client experiences
Explore recent case studies that detail the success stories of real North End Teleservices clients.
Contact us today
Learn more about our services and experience.