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News : Call Center Celebrates 20 Years in St. Joseph

#contactcenterworld, @theresultscomp

St Joseph, MO, USA, Sept, 2017 -- When USA800 opened its call center in St. Joseph, there were 25 seats in a small space on the fifth floor of what is now loft apartments above Boudreaux’s Louisiana Seafood & Steaks, 224 N. Fourth St.

The company, headquartered in Raytown, Missouri, grew out of that space and moved into another building Downtown. That didn’t last long, either.

The company is celebrating 20 years in St. Joseph, with a majority of those years at its current location at 5804 Corporate Drive. USA800 has added on to its building not once, but twice, to accommodate growth.

"We’ve just evolved with our partner’s needs," said Kelly Young, contact center director. "As a contact center, I think we pride ourselves on making every contact count is our slogan, but in reality, that’s tied to the transparent relationship we have with our partners and their expectations. Not only for their business but for us as a partner."

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The call center handles a variety of clients from banking and nonprofits to health care, publications, education and retail. At any given time, the nearly 320 employees are handling as many as 50 different clients.

"It’s not seasonal," Young said.

Young started working at USA800 as a temp worker. After more than a decade, he has held almost every position in the company and now oversees the local operations.

"For me, it’s a testament to our people," he said. "We give them the opportunity to advance."

USA800 handles both inbound and outbound calls, online chats and social media services 24/7. The St. Joseph facility was the only 24-hour location for years until it opened its Wichita Falls, Texas location last year. Other locations include Tiffany Springs, Missouri and Lawrence, Kansas.

The local call center will have a busy September honoring its two decades of doing business. On Sept. 26, employees will light and release 20 paper lanterns and celebrate with a dunk tank featuring company executives and managers.

The rest of the month will be filled with food and events. The activities planned will have the makings of homecoming week with themed days, like dress like your favorite wrestler, zombies and emojis.

But the office already resembles the excitement displayed on the first day of school, too. Young said he and his staff try to make the work environment fun, inviting and encouraging.

"We want things to be visually engaging," he said.

#contactcenterworld, @theresultscomp

Posted by Veronica Silva Cusi, news correspondent

About The Results Companies:
Company LogoThe Results Companies is a Global Customer Experience Management provider. Solutions are the hallmark of Results' Partnership approach delivering contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Financial Services, Retail and Energy. Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree.
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Published: Monday, September 4, 2017

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eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

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