UPSTREAM is a global provider of outsourced customer care services. Since its formation in 1999, it has quickly established a leadership position within the contact center industry by enabling leading businesses to build valuable relationships with their own customers. It delivers on this promise through technology and the expertise of customer care specialists who meet the industry's highest standards for service excellence. UPSTREAM associates are graduates of the most rigorous training and development program in the industry. This ensures optimal performance and generates pride among associates at UPSTREAM, whose employee retention rates are far beyond the industry norm.
Serving as an extension of its customers' own business, UPSTREAM Customer Care Associates manage nearly ten million transactions a year across multiple channels, including voice, e-mail, chat, facsimile and white mail. Associates have the tools and the desire to turn every interaction into a smile on the face of a satisfied customer. In the process, UPSTREAM turns outsourced customer care into a competitive advantage for the businesses it proudly serves.
Through strategic alliances with some of the world's leading-edge technology providers -- and its own unique insights into customer needs -- UPSTREAM offers access to a broad portfolio of customizable and scalable contact center support solutions, including:
Customer care and retention
> Offline customer care | Online customer care including web-enabled support | technical/application support
Customer acquisition and sales
> Inbound/outbound sales | general reservation support | order processing and fulfillment | product information requests | upsell and cross sell programs
Business Process Outsourcing
> Customer care | technical support services | help desk services | industry-specific processing – less–ZoomInfo