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Focus’ Competitive Edge - Focus built its business on the simple concept that “if we can sell, we will always have clients who need us.” Demand for our services has been driven by our ability to generate revenue through needs based selling and multi-product bundling. At Focus, we understand that world class Customer Service is a byproduct of understanding what customers need, understanding the specific advantages of each product available to the customer and tailoring the service offering to best meet their needs – resulting in loyal customers and strong revenue streams. These sales and customer service skills are necessary to excel in highly competitive, complex consumer and B2B markets.

Focus specializes in providing:

Ø Multi-Product Direct Sales Support
  • Focus excels at providing Multi-Product Direct Sales. We pride ourselves on being fast, flexible and responsive to our customers’ changes in marketing approaches and advertising channels. We also pride ourselves in our ability to tailor our scripting and sales approach based on the channel from which calls are generated.
  • Focus employs a Dedicated, Universal Agent approach, where each agent is dedicated to a specific client but universally proficient at selling all products offered by that client.
  • We are experienced in handling all types of Direct Sales calls from multiple channels, including television ads, radio spots, internet promotions, and direct mailers. In addition to handling inbound Direct Sales calls, Focus is capable of providing outbound, email and chat sales support.
Ø Customer Service Support
  • Focus provides cost effective Customer Service support. We quickly and efficiently handle all types of inquiries, from the routine to the complex. We are conscientious of the full customer experience, and are focused on ensuring that their concern was completely resolved on the first call. We also believe that every contact with a customer is an opportunity to strengthen the relationship between the customer and service provider through empathetic listening, interviewing for needs and tailoring the service offering to meet their needs.
Ø Saves / Retention / Loyalty Support
  • Focus shines when it comes to working with disgruntled customers, transforming negative perceptions into positive experiences. We understand that the keys to effective Saves, Win-Back and Loyalty campaigns are (1) empathetic listening, (2) addressing the initial call purpose, (3) interviewing for customer needs, (4) offering solutions to meet those needs, and (5) appropriately recapping the call to ensure that all customer needs or concerns have been addressed. This approach is remarkably effective at changing customer perceptions and repairing the customer / service provider relationship. Utilizing this approach, Focus has turned Saves, Retention and Loyalty campaigns from costs centers to profit centers.
Ø Technical Support
  • Focus provides excellent, cost effective technical support services, primarily through our Focus Philippines locations. We know that practical experience, excellent education and strong communication skills are the keys to providing world class technical support. Tight domestic labor markets for such skills have made it difficult for many companies to provide technical service to their customers. Understanding these domestic labor pressures, we provide our customers with the opportunity to leverage Focus’ pool of offshore, experienced, and educated technical resources.
  • Focus Philippines, Inc. is a fully owned and operated subsidiary of Focus Services, LLC.

Additional services:

Ø Third Party Quality Assurance / Monitoring
  • Focus offers Third Party Quality Assurance and Monitoring Services to companies, including outsource vendors. We are able to leverage our domestic and off-shore facilities to provide QA and monitoring expertise that can fit all budgets and needs.
  • Focus’ FAST System, our proprietary web based QA and Monitoring tool, enables us to provide real time shadow monitoring and live coaching. FAST also allows us record, store, access, monitor, and grade customer WAV files from anywhere in the world. With Focus’ FAST tools, we are able to provide real-time tracking, trending and reporting on agent, team and company level quality metrics. Focus’ Third Party Quality Assurance and Monitoring Services can provide exceptional visibility and additional insight into how you are servicing your customers.
Ø Third Party Sales Order Processing Verification
  • Focus offers Third Party Sales Order Processing Verification to companies, including outsource vendors. We are able to leverage our domestic and off-shore facilities to provide sales order processing verification expertise that can fit all budgets and needs.
  • Focus’ FAST System, our proprietary web based QA and Monitoring tool, enables us to record, store, access and verify customer WAV files. With Focus’ FAST tools, we are able to provide real-time tracking, trending, and reporting on agent, team and company level Sales Order Processing performance. Focus’ Third Party Sales Order Processing Verification Services can provide fast, effective and useful feedback into how well your company is adhering to its sales and order processing procedures.
Ø Third Party Customer Experience Survey Services
  • Focus offers Third Party Customer Experience Survey Services to companies, including outsource vendors. We are able to leverage our domestic and off-shore resources to provide your company with insight into how well you are servicing your customers.
  • Focus’ Customer Experience Survey Services include 100% WAV file capture, long term WAV file storage, WAV file access, and real-time reporting and trending. Focus’ Third Party Customer Experience Survey Services can provide fast, effective and useful feedback into how well your company and your representative are doing to meet the needs of your customers.