Ancestry.com, the popular online genealogical research website, has 1.7 million members and is growing. The site offers would-be ancestor hunters an extensive collection of online resources to conduct family history research. But with 1.7 billion subscribers to support, the company required a new solution to supplement its own internal customer support efforts in order to keep customer service standards high.
The company recently chose Colorado-based Alpine Access, the world's largest call center outsourcing provider that uses exclusively home-based agents.
“Ancestry.com’s mission is to help everyone discover, preserve and share their family history,” said Zach Pino, vice president of Member Services at Ancestry.com. “We work hard to give our customers the best support and service possible as they make exciting discoveries. We selected Alpine Access because we believe that the at-home agents will help us continue to deliver the type of customer experience that has made us the leader in the family history market.”
Because Alpine Access' 5,000 agents are home-based, the company can offer extraordinary flexibility to the companies it supports. Staffing can be easily adjusted quickly and in real-time to accommodate fluctuating call volumes and high business growth. Home-based agents tend to be more mature, more experienced and more dedicated to call center work as a career than brick-and-mortar facility-based agents, who turn over quickly in most call center outsourcing companies. As a result, home-based agents can offer higher quality services.
“Alpine Access and Ancestry.com both operate under the premise that providing valuable services is fundamental for success, so working together made great business sense,” said Christopher M. Carrington, president and CEO of Alpine Access. “Both companies were founded to offer a new solution for their respective industries – customer service and family history research. We feel confident this will make a successful partnership for years to come.”
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration, click here.
Stay in touch with everything happening at ITEXPO. Follow us on Twitter.