SERVICES

ContactWorks specializes in delivering premium customer support services for brands that require high-touch, high-value interactions. Our scalable and flexible outsourcing solutions combine expert talent, proven processes, and advanced technology to help you optimize contact center performance and enhance brand value.

Whether we’re building and operating a world-class contact center from the ground up, or taking over and streamlining your existing operation, ContactWorks delivers measurable improvements in cost-efficiency, labor productivity, and customer satisfaction.

CUSTOMER SERVICE

At ContactWorks, our vision is to be a trusted service partner that empowers clients to scale their business without the need to invest in non-core infrastructure. We work collaboratively to design and implement customized customer support solutions that strengthen customer relationships and drive long-term value.

Our goal is to be the benchmark provider of strategic, high-quality, and collaborative customer experience solutions, setting the standard for outsourced customer service partnerships built on trust, performance, and shared success.

  • Customer Inquiries
  • Order Management
  • Billing
  • Warranty
  • Concierge Services
  • RMA & Dispatch
  • Surveys

TECHNICAL SUPPORT

ContactWorks is committed to helping your organization improve key customer service metrics across inbound sales, billing inquiries, help desk support, technical support (Level 1 & Level 2), RMA management, and product repair services. Our expert team is ready to elevate your customer-facing programs, driving higher customer satisfaction and improved service efficiency at every touchpoint.
  • Application Support
  • WiFi Support
  • Consumer Products
  • IoT Products
  • Network Monitoring
  • Device Support:
    Workstations, Tablets, Smartphones
  • Managed Services

SALES

At ContactWorks, we focus on building lasting relationships with your customers, prospects, and employees by leveraging cross-sell and up-sell techniques that help exceed your business objectives. Our expertise in customer contact management delivers high-touch, high-value interactions that not only surpass industry standards but also enhance your brand identity—one personalized interaction at a time.
  • Inbound Sales
  • Outbound Sales
  • Retention
  • Lead Generation
  • Product Information

QUALITY

At ContactWorks, our Quality Monitoring methodology goes beyond standard evaluations. We meticulously analyze the entire customer service journey—from the initial representative training all the way through to call fulfillment—ensuring every interaction is flawlessly executed. Our approach not only identifies areas for immediate improvement but also fosters long-term operational excellence in every customer touchpoint.
  • Remote Agent Monitoring
  • Reporting
  • Channels: Voice, Email, Chat

CYBERSECURITY SUPPORT

ContactWorks is dedicated to strengthening your organization’s security posture through proactive protection, rapid response, and continuous monitoring. Our experts help safeguard your systems, data and users against evolving cyber threats.
  • Security Operations (SOC) Support
  • Threat Detection & Incident Response
  • System Hardening (STIGs, CIS Benchmarks)
  • Vulnerability Management
  • Identity & Access Management
  • Network & Endpoint Security
  • Business Resilience (IR, BCP, DR)
  • Managed Security Systems

COMPLIANCE SUPPORT

ContactWorks helps your organization maintain compliance with key regulatory and security frameworks while reducing audit risk and improving readiness. Our specialists provide ongoing support to ensure your operations meet evolving standards.
  • Compliance Help Desk (GDPR, HIPAA, PCI-DSS)
  • Framework Support (ISO 27001, CMMC 2.0, NIST 800-53, NIST CSF)
  • Governance, Risk & Compliance (GRC) Assistance
  • Audit & Documentation Support
  • Data Privacy & Protection
  • Risk Assessment & Gap Management
  • Business Continuity Alignment
  • Managed Compliance Services

AI EVOLUTION IN THE CALL CENTER

Transform your call center into an intelligent, efficient, and customer-focused operation with AI-driven service delivery. Our custom solutions match your needs utilizing cost-effective tools that make sense for your today and your tomorrow. There is a lot of noise out there on the benefits of AI in the call center. We take a conservative approach to implement and scale effectively.

 

Key Benefits

 

  • Enhanced Efficiency
    • Automated Call Routing: AI dynamically directs calls to the most qualified agents or virtual assistants, which could reduce handle times by up to 30%.
    • Intelligent Self-Service: Virtual agents resolve up to 70% of routine inquiries, allowing staff to do what they do best: complex tasks.
    • Real-Time Support: AI assists live agents with live call insights, suggested responses, and knowledge retrieval.

 

  • Improved Customer Experience
    • 24/7 Availability: Offer around-the-clock support without additional staffing costs.
    • Faster Resolution: Potential for Average handle time (AHT) reduced by up to 30%, boosting first-call resolution rates, reducing caller wait times, and operational costs.
    • Automated, real-time language translation that can provide improved security and shorter call time.

 

  • Cost Reduction & ROI
    • Lower Operational Costs: Save 25–50% on labor and training through automation and optimization.
    • Reduced Attrition: AI-powered tools ease agent workloads, improving retention, confidence and job satisfaction.
    • Payback: We work with you to tailor plans that match your ROI objectives.