Dec 17, 2024
AI in Customer Service: Transforming Customer Journeys
Businesses are standing at a pivotal moment as artificial intelligence (AI) reshapes customer service delivery. While concerns about AI persist,...
Obsessed with
CX Success.
For over 25 years, AtPoint has been elevating customer experience (CX) journeys for the nation’s leading brands. Whether you’re scaling customer support, streamlining operations, or driving growth, our passion shines through in every customer touchpoint.
NEARSHORE CARIBBEAN BPO
Delivering
Exceptional Results
In today’s experience-driven economy, customer satisfaction isn’t just a metric—it’s a business imperative. We provide the strategic CX advantage you need: a partner who understands your market, embraces innovation, consistently delivers measurable outcomes, and feels like an extension of your team.
WHERE CX MEETS ROI
Our Unique
Methodology
Traditional in-house contact centers face mounting challenges: rising costs, high turnover, and technological complexity. Our methodology turns these challenges into opportunities. We obsess over every detail – from AI-enhanced quality monitoring to advanced performance analytics – creating seamless customer experiences that outperform traditional contact centers by every metric.
With our Customer Experience Management services, our partners consistently achieve:
Significantly higher customer satisfaction scores
Seamless Scalability without
quality compromise
quality compromise
Reduced training times
Higher agent retention
50%+
reduction in operational costs
30%
improvement in first-
contact resolution
contact resolution
INDUSTRIES
Industries We Work In
Over the years of experience, our team has honed their skills and accumulated vast amounts of knowledge to help you customize, develop, and execute the best possible business.
OUR DISTICTIVE DIFFERENCE
A Complete Client Lifecycle
Our story began 25 years ago with an unwavering passion: to deliver a new standard in customer experience. What started as a vision to transform CX has evolved into an obsession with excellence that drives everything we do. We’re perpetually driven to pioneer new solutions, embrace emerging technologies, and push the boundaries of what’s possible in customer experience.
SDR
Sales Development Representative
Researches, engages, and qualifies high-potential sales opportunities.
PCS
Professional Collections Specialist
Utilizes best practices to efficiently recover outstanding account payments.
CSR
Customer Service Representative
Provides comprehensive client assistance and technical support.
OUR CLIENTS
A Few of the Many Industry Leaders We Serve
THE ATPOINT EXPERIENCE
Real Results from Our Partners
Software Client
Nearshoring our call center was a strategic move that initially raised eyebrows. Your team’s exceptional service has not only justified our decision but has also become a cornerstone of our customer satisfaction strategy. We are grateful for the seamless integration and outstanding support your team provides.
Real Estate Client
Choosing to nearshore our call center was a decision we approached with caution. However, the exceptional customer service provided by your team has not only exceeded our expectations but has also transformed our initial hesitancy into complete satisfaction. Thank you for providing nearshoring that can indeed result in outstanding support.
Finance Client
The professionalism, expertise, and ethical approach of our debt collection team has set a new standard in the industry. Not only have we experienced a significant improvement in our recovery rates, but we know we are in good hands because our team is led by experienced legal counsel ensuring compliance every step of the way.
OUR TOP TOOLS
Quality CX + AI
Delivering CX that go above and beyond in today’s market requires cutting edge innovation. The future of customer experience lies at the intersection of human insight and AI. We navigate this convergence with precision, leveraging AI to enhance—never replace—the authentic human connections that build lasting customer relationships that ultimately benefit your organization.
GET STARTED
The Future of CX is Here.
Ready to Get Started?
QUESTIONS
Have Concerns About Outsourcing?
Will my service levels suffer if I outsource?
This is an understandable and common concern. We have all experienced poor service from outsourced support operations. At AtPoint we have consistently demonstrated to our customers that we can operate as a seamless extension of their business and improve their operations.
What is nearshore outsourcing?
Nearshore outsourcing companies are those that are technically out of the U.S. but are close enough to enjoy similar time zones, cultural affinities, reliable utilities, and a large pool of English-speaking talent. AtPoint is located in Jamaica only 90 miles off the coast of Florida and is a highly-viable solution to your outsourcing needs.
What is your attrition and why does it matter?
Our attrition rate is 9%, sometimes it is even lower. What does this mean? United States-based call centers typically have 30-50% turnover rates. In a given year that means many support centers completely turn over their staff. Resources are focused on attracting and training new employees rather than upskilling existing ones. At AtPoint we have team members that have been with us for over a decade. We bring the latest best practices in serving customers to our training programs, continuing to improve upon the technical and soft skills needed to ensure your customers have a positive interaction with our team.
Can I manage my outsourced team directly?
Absolutely. We give you the desired level of control over your outsourced operations. All of our customers are relieved to no longer have to deal with the stress of attracting, training and retaining operations staff. But you can choose to remain hands on with the day to day operations of that staff or simply set KPIs and a cadence for communication and updates that work for you.
Will I have a dedicated team?
Yes! Your resources are dedicated and are trained to feel like a part of your business.
