Protocol Global Solutions (Protocol) a trusted provider of global BPO service provides a single source for comprehensive contact center services, case management and monitoring services, and cutting-edge integrated marketing solutions. From contact center services with inbound, outbound, and IVR solutions to list management and lead generation, Protocol helps our clients find, interact with, and keep customers through virtually every channel and touch point. In addition, we proactively add value to the relationships between our clients and their customers with a diverse range of services including, customer acquisition, customer retention, up-sell, cross sell, and winback campaigns. We also provide our clients with strategic and creative campaign development; data analytics; print and mail production; and campaign analysis. With 2,700 employees and 11 locations across the U.S. and Internationally; Protocol consistently delivers high quality solution based services that add value to the relationships between its clients and their customers.
Contact Center Services
Protocol is a leading provider of contact center services. Protocol has over 2,200 web-enabled seats that handle more than 60 million inbound calls, 30 million outbound calls and 90 million web interactions per year. As a trusted leader in providing global contact center services, Protocol combines best in class People, Processes and Technology to deliver solutions for our clients. Protocol’s continued investment in technology also ensures an infrastructure that is both robust and secure. We leverage Avaya’s high availability IP-Enabled Contact Center Solution and geographically distributed SER dialers, all linked by fully redundant VoIP grade MPLS networks, to ensure maximum up time. In addition, all of our sites and data centers are certified as fully PCI compliant.
Integrated Marketing Services
Protocol has provided leading-edge integrated marketing strategy and solutions for more than 15 years. Our proven, capabilities in business to business lead generation, direct mail production, multi-media, multi-channel marketing and database development are unique to the industry and are combined with a team of client-focused professionals at every position within the company. Our depth of service offerings include automated campaign management and results tracking as well as an incredible focus on ensuring our clients have the most updated and actionable data possible. By designing programs wrapped in leading technology enabling platforms such as Alterian and Eloqua, Protocol drives results. These services from Protocol have supported and enhanced industry-leading fortune 500 brands from American Express to Motorola and hundreds of clients in between.
Case Management and Monitoring Services
Protocol’s Case Management and Monitoring Solution blends custom-developed web-based applications, specially trained call center agents, and the latest GPS and RF monitoring technology to automate data collection and provide real-time access to case information. By replacing manual processes with automated solutions for dozens of parole system functions, the Protocol Case Management and Monitoring Solution generates substantial time savings while ensuring the highest level of data accuracy. At Protocol, we’ve gone even further by developing a comprehensive solution that automates almost every aspect of the parole process for offenders, officers and administrators.
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