Customer Care Solutions
OverDrive Services is your provider for world class solutions that improve efficiencies, increase revenue, and improve customer loyalty.
Our unparalleled front-end customer care engagement, issue resolution, and robust back-office processes have made OverDrive Services a leader in the field of Customer Care.
We also work in the following areas:
- Inbound Solutions – OverDrive provides a comprehensive array of inbound services from new customer intake and qualification, customer service and tech support, problem identification and resolution, order entry, customer satisfaction, dealer and vendor location and surveying, to name a few.
- Outbound Solutions – We can provide outbound calling, prospecting, lead qualification, upselling, medical reminders, issue resolution, identifying decision makers, collection of prospect, client and, in the case of recruiting, candidates screening and other related services.
- Issue Resolution – Customer care, be it for companies or individuals, requires patience, care and empathy, especially as it concerns issue resolution, billing and collection. Our folks are very skilled in this area and selected for these attributes.
- Customer Acquisition and Retention – With 22 years experience, OverDrive has set the standards for outbound prospect identification, qualification, conversation mapping, appointment setting, new top-line and upselling. We also have unusually good methods for enhancing retention and wining customers from competitors.
- Dispatch and Order Management – Combined with intake and customer/prospect management alluded to above, order management is part of a continuous process that encompasses, inventory management, order entry, fulfillment, dispatching, tracking, data management and customer after-care.
- Warranty Services and Insurance Claim Processing Services – Providing Warranty and Insurance Claim Services encompasses many of the customer care activities as well as handling other complex areas including inventory and vendor management, scheduling and tech support, situation analysis, fraud detection/prevention and claim resolution. Following with up-selling and cross-selling represents a terrific opportunity we can combine in the process for some companies.
- Billing and Payment Processing – OverDrive provides superior billing and collection services, payment processing and data management and analysis. Our company sets the standard for providing respectful, but clear communication when dealing with late-paying customers, credits and charge backs, as well as providing high security payment processing.
- Foreign Language Support – OverDrive can provide you with written and live translation services in Spanish and English. Immigration Case Development and other data collection and customer care services are just two examples.
Our Family Matters
The key to OverDrive’s success has been its ability to recruit and retain top talent. Unlike so many in this field, our turnover is not 300% per year, or 200% or even 5%. It’s 1% annually and that is due to family emergencies or illnesses.
Talented people wait in line to be on our teams. These people are known to us before they are assigned to your account. They often work for 1-6 months on one of our internal projects as we train, coach and mentor them in a variety of areas. This gives us the opportunity to know them and their reliability, capabilities and effectiveness before putting them into a client engagement.
We recruit known top performing people, work with them closely and place them where they will be the most successful and happiest. This explains the great loyalty our folks have to OverDrive, the lack of turnover in the staff and the longevity of our Client engagements as well.
OverDrive Services can assist in meeting your customer care goals as you interact, engage and connect with your customers. A deep knowledge of your customers’ wants and needs will help you deliver more personalized service through any device and increase customer loyalty.