The team at Generation Direct was formed to provide outsourced contact center management for customer care in the government, telecommunications, utilities, consumer products and health care markets. The Sr. Mgmt. team has combined over 100 years of global experience in the acquisition, development and ongoing management of large contact centers for Global 1000 and Fortune 500 clients. Our experience includes providing quality contact center management for many global companies. Collectively, the team has overseen the deployment of over thirty outsourced contact centers across thirteen countries ranging up to 1,000 positions in size. The Generation Direct management team has worked on major projects for the U.S. Government and over 200 of the Fortune 500 organizations……..in the position of primary contractor as well as subcontractor.
Generation Direct is a small business that has extensive large business experience. Along with our service offerings, we partner with agencies and primary contractors to provide the highest quality contact centers and broadest support services. Our processes and experience enable us to keep costs down and at the same time provide the best possible contact center solutions. We are capable of providing facilities and people to make any project work from “small” to “large”. When required to meet specific program needs, our team has relationships with government approved staffing firms and IT outsource providers.
Our senior management team is comprised of successful executives in corporate and business development, training and quality assurance, operations, information technology and finance. Generation Direct is aggressively developing business opportunities in its target markets and has invested in the necessary development to provide support for these outsourced customer care opportunities.
The core management team has had direct experience in launching and managing a high volume program that handled the introduction of major legislation to CMS beneficiaries. This first hand experience coupled with experience gained in implementing many record-setting contact industry programs gives our team an unmatched level of expertise. This expertise has produced a comprehensive portfolio of best practices plus ‘lessons learned’ knowledge that has been applied to our processes, business rules and organizational structure. This gives Generation Direct the tools and know-how to launch complex and time sensitive projects with accurate and on-time outputs that meet or exceed quality standards.
Generation Direct Mission…
Provide professional customer service, contact management, and important business information that profit our clients by allowing them to have the best possible retention and service levels for their customers. We seek to build enduring and honest relationships with our team, clients, partners, stockholders, and the communities in which we do business.
Generation Direct Core Values…
• Accountability for Results - Keep commitments to our clients and associates.
• Personal Growth for our People - Continue to develop.
• Integrity - Treat clients, partners and associates with trust, respect and openness.
• Communication - Share information and knowledge company-wide.
• Build Trusting Relationships - Demonstrate respect for others.
• Passion for Continuous Improvement - Strive for excellence in all we do.
Generation Direct is confident that our team’s talents and experience would provide exceptional value to any contact center related project. We are ready to demonstrate our commitment and value to provide superior service to our clients and their most important asset…..their customers.