Services

Driven by Resources.

What we do is merely step one. It’s how we do what we do. We’re agile, nimble, quick on our feet and always hungry for opportunity for our clients. That means we either have what it takes to solve a problem or we’ll get what we need to get the job done. Here are some of our offerings. We’d love to learn how we can help you grow.


END-TO-END CUSTOMER ENGAGEMENT.

Tailored Solutions

We deliver best-in-class engagement solutions to help your customers achieve new levels of service, while building loyalty with your brand. Whether you’re offering is B2B or B2C, our Omnichannel engagement tools and agile operation allow us to fine-tune solutions on the fly, building an exceptional customer experience that produces serious results.

Core services, available globally in a language to match your need:

Next Level Technology

Every ERC core service is backed by the best technology and tools in the industry, adding more effective customer touch points with significantly less effort. Not only will we assist you in developing new channels for your desired contact strategy, we can also integrate your existing platforms to create a more consistent customer experience. Some of our capabilities include:

  • IVR Self Service
  • Voice (Inbound and Outbound) Chat
  • SMS
  • Email
  • Web Inquiry
  • Agent-less Outbound Messaging (Voice and SMS)

CORE SERVICES.

ACQUISITION & CUSTOMER ONBOARDING

When we engage with your business, we create a customized strategy that turns your ideal customers into loyal fans. We leverage all the right communication tools, data analytics, dynamic scripting, multi-channel contact preferences and real-time Omnichannel tools (including intelligent IVRs and sales verification), all to support an intuitive acquisition strategy. Our rigorous standards ensure your customers remain happy even after the sale.

  • Market Research
  • Targeted Prospect List & Data Mining Lead Generation
  • New Acquisition
  • Up-sell / Cross-sell
  • Winback
  • Fulfillment
  • Onboarding and Welcome Calls

CUSTOMER CARE & LOYALTY

We see every customer interaction as an opportunity to build loyalty to your brand. And those opportunities are met with a custom mix of multi-channel technology, robust self-service automation and strategies developed by our talented global workforce. Our blackbelt teams deliver actionable analytics, identifying data gaps, trends or customer feedback necessary to instantly inform, take action and resolve challenges.

  • Market Research
  • Business Optimization (via Data Analytics and Workforce Management)
  • Billing and General Inquiries
  • Troubleshooting and Problem Resolution
  • Ticketing Solutions
  • Dispatch Services
  • Claims Processing
  • Claims Authorization
  • Back Office Support
  • Loyalty and Winback
  • Retention
  • Up-sell / Cross-sell
  • Large Scale Event Notifications
  • Fulfillment
  • Onboarding and Welcome Calls

PREMIUM TECHNICAL SUPPORT

The 2014 acquisition of Laurus International added tremendous expertise to our already robust technical support capabilities. ERC’s premium technical solutions community supports household, commercial, mechanical and digital appliances, electronics, computer appliances, SaaS and on-premise software, network, and ISP-related services. Our solutions community comprises L2 and L3 certified premium technical support teams ready take on any challenge.

  • Virus Detection and Resolution
  • Windows Registry
  • Application Manager
  • Exchange / Outlook
  • Networking (Wired and Wireless)
  • Routers and Modem / Internet Configuration
  • Hardware and Software Installation
  • Help / Escalation Desk (including Ticketing System)
  • Back Office Support
  • Claims Authorization (Whole Home Warranty) with Expertise in:
    • Household Electronic Devices
    • HVAC
    • Electricians
    • Plumbers

PRE CHARGE-OFF (RECOVERY)

We’ve invested in the best technology out there, but the real key to our success is our people. They resolve an impressive number of accounts and save customers money by employing a different kind of dialog. Whether we’re working First Party Pre Charge-Offs or Third Party, we have a unique way of converting casual customers into loyal clients.

POST CHARGE-OFF (RECOVERY)

We don’t shy away from challenging accounts — we seek them out. That’s why we’ve become experts in Post Charge-Off accounts, specializing in later stage accounts, secondary through warehouse. We’ve innovated a way to recover cash with a combination of analytics, scoring models, and a completely different script — a formula that delivers success across all the industries we serve.