Elevation Connect

Elevation Connect runs customer care for brands from a virtual contact center based in Greenwood Village, Colorado. The company says it handles inbound and outbound calls and also manages chat, email, text and social media contact, so a client can ask for one channel or for all of them at once. Its programs flex up and down with peak and quiet seasons, which matters for businesses whose contact volumes swing sharply through the year. Because staffing is planned around those swings, a client pays for the capacity it needs rather than a fixed team that sits idle in slow months.

Staffing and training behind the contact center

Elevation Connect recruits, onboards, trains and manages the people who handle customer contact. The firm describes quality assurance and human resources as part of the same operation. It places weight on team welfare, citing education, wellness programs and regular team engagement as the means by which it keeps experienced agents and maintains a stable workforce for its clients.

Brand safety is a central claim. The site says agents are trained to represent each client's brand carefully, so the care a customer receives reflects that brand rather than a generic script. The company presents its work as ethical and reliable, and says it takes the time to understand what each client's customers expect before a program is designed.

Technology, security and analytics

The technology side covers the platforms used for each channel and the security arrangements that protect customer data across them. Elevation Connect describes a digital customer experience platform and a suite of analytics tools, which it offers as a way for clients to understand their customer base in more depth.

Consulting, billing and a savings guarantee

Beyond running contact center work itself, the company offers consulting on a client's service, sales, processes and procedures. It also advises on how a program should be designed before anything goes live, so that the staffing model, the technology and the reporting fit the client's own goals. Billing is arranged through a choice of plans, and the firm says it guarantees cost savings against the client's existing arrangement, paying back any difference if the savings do not appear. It describes its model as able to run virtually or from a physical site, depending on what the client needs.

Elevation Connect also says it directs 20 per cent of its profits to non-profit organizations, and that clients may choose which organization receives them. The firm presents this as part of why it works the way it does, and the site describes its approach as treating each customer with genuine care so that the client's brand is strengthened in the process.

Elevation Connect is a contact centre company in Greenwood Village, CO, that handles customer care for brands. It serves businesses from start-ups to Fortune 500 companies, with services delivered virtually or from a physical site.

Products and services

• Customer service and sales: inbound and outbound calls, plus chat, email, text and social media contact.
• Staffing: recruiting, onboarding, training and managing the staff who handle customer contact.
• Technology and analytics: customer care technology, security and reporting, with analytics that help clients understand their customer base.
• Consulting: advice on service, sales, processes and procedures.

Who it works with

Its programmes can be scaled up or down to match peak and quiet seasons, which suits brands with uneven contact volumes.

Key facts

• Based in: Greenwood Village, CO
• Channels: chat, email, phone, text and social media platforms