Rapid Phone Center

Rapid Phone Center is a US-based call center business, focused on delivering high quality, 24/7, multi-lingual inbound & outbound customer support as a service.

We specialize in offering dedicated customer service, email response, live chat, social media, and other optimal budget-friendly solutions while exponentially increasing your company’s returns.

Rapid offers a wide array of highly customizable, cost-effective, and reliable services for your businesses including Omnichannel Customer Service, Order Confirmation and Appointments Scheduling, Back Office Support, IVR Solutions, VOIP Termination, Custom Reporting and Analytics, and Custom Solutions, among others. Yet, our values extend far beyond services that can scale your business, because we emphasize the 3Ps— Professionalism, Passion, and People.

What Rapid Phone Center offers its clients

We believe that a powerful, vibrant customer-centric culture is a strength that cannot be compromised. We treat employees as internal clients, thanking them for their input and acknowledging their issues. Internally, our people understand the value of their work and are empowered and respected. This supportive environment helps them deliver the best level of service to customers.

While understanding that no two companies are the same and that every industry has its own customer niche, our customer service managers dedicated themselves to defining performance measurements while implementing the client’s own vision and our company’s values. Our employees understand their clients’ organizational culture and are in sync with their clients’ cultural values. Our customer-centric culture is tangible. With our people, and our customers.

How Rapid Phone Center outshines the competition

Customer Experience is a key defining factor in the decision-making of potential buyers or returning customers. It ultimately helps us build trust between the customer and the organization.

At Rapid, we’ve moved away from an organization-centric view of service which bases the experience only on a snapshot of the customer’s perspective. We aim to define performance measurements that accompany a customer-centric vision while implementing our partner client’s vision and our own as Rapid to gain a 360-degree view of the Customer Experience.

Our main goal was for the company to move away from a traditional transactional view and into a Customer-Centric holistic approach to measuring Customer Experience, creating a scalable and replicable work frame that would create real and tangible business impact and value.

We’ve learned to understand the needs of every client’s customer base, and to appropriately adapt to them. Creating staff members that become experts in the field of work, and workflows that are centered around the customer’s experience.

With the objective of Investing in technology and our people to enhance the CX and brand loyalty, we’ve enhanced our call center CRM features to provide in-depth measurements of CX and ease of use that included an intuitive, client-facing portal connected to a powerful management platform. fast-forwarded on how we measured customer experience while developing a voice analytics solution-as-a-service, to assess, evaluate and achieve performance improvements. Putting our clients in front of their business, and being able to feed real-time analytics allows us to make the right business decisions while constantly evaluating the customer experience and performance.

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Rapid Phone Center company structure

We are a medium size BPO owned by 2 entrepreneurs who started outsourcing in response to their own needs

Sample highlight service offering of Rapid Phone Center

Our pricing structure is really simple. There are no hidden costs. Our customers can pay 'per usage' or they can have the dedicated reps charged hourly.

The new owners partnered with Rapid to build a Customer Service Omni Channel and worked hand-in-hand to define and build Service levels, metrics, and KPIs with the logistics department to enhance and deliver the right customer experience.

Created Real-time communication channels across all departments. These new lines of communication with the logistics team and vendors provided an immediate update and follow-up to customers with delayed or canceled orders and led to a faster resolution.

Established supplier Service levels and reporting. The visibility to supplier-level reporting allowed the company to make quick business decisions on which partnerships were beneficial for the organization and its customers.

Implemented a unified CRM system. where Logistics and Customer Service have a unified view and access, making status updates and inventory checks more efficient.

Optimized the sales and retention process. by creating a real-time resolution for orders that were delayed or canceled, which involved offering similar items, and giving customers multiple options instead of waiting for unavailable items.

The company began to increase sales by 600% and zeroed out backlogs for delayed orders and refunds over 12 months. With the increasing number of customers, Rapid handles an average of 12,000 customers monthly for this client.