“All American” US-based contact center outsourcer Bernard initially employed an on-premise contact center system for outbound calls and a cloud solution for inbound calls. Moving to a single, blended cloud solution from Five9 saved time and money while improving agent productivity, post-call processes, and capacity for future innovation.
Company Background
Based in Daytona Beach, Florida, Bernard provides comprehensive inbound and outbound contact center services for leading US telecommunications companies, including five of the top 10 cable companies in America. The company is the nation’s only complete provider of back-office services to the cable industry and has been the “Preferred Billing and Customer Care Provider” for the National Cable Television Cooperative since 2008. Bernard prides itself on creating jobs in the US and focuses on hiring veterans and military spouses.
From three US-based contact centers and home offices across 22 states, up to 400 Bernard customer care agents handle a total of roughly 230,000 calls each month. Approximately 60 percent of call activity is outbound, including new customer acquisition, subscriber upgrades, and other targeted sales and marketing campaigns. Inbound calls range from billing inquiries and payments to technical support and sales. Bernard firmly believes that there is no difference between customer care and selling. When it comes to customer retention and growth, every contact counts.