Onsite Call Center and Account Management Teams
Dedicated to providing the highest level of service — to you and your customers!
Our Highly-Trained Call Center Staff Enhance Your Brand Experience With Every Interaction
Create a stellar customer experience, customized and tailored to your brand — and leverage the efficiencies and expertise of Diamond Fulfillment’s onsite call center. Our friendly and professional staff can handle customer service, order processing, returns, as well as support for your customers, your sales team and other internal employees.
Technology-Enabled Efficiencies, Stellar Customer Service
Our high-performance call centers deliver great results for the customers of our customers, creating the “Diamond” standard in service and quality through friendly, timely interactions.Using state of the art technology, DFS is able to manage inbound calls for our clients. The system allows us to track call volume, on hold, call length, escalation, resolution. Here’s the evidence:
A Comprehensive Range of Services — Designed for Your Business
Every business is unique — that’s why Diamond offers flexible call center solutions and account management services onsite at our Chicago-based fulfillment centers. Ideal for fast-growing brands, you can deliver professional, positive interactions, without the cost or complications of maintaining your own in-house call center. For companies with higher volumes, we can scale to meet your needs — with the personal service, multi-line staffing, and array of product-specific messaging and services you need.
Dedicated Onsite Account Managers
Know that there’s always someone looking after your interests. Our onsite account managers are always on hand for whatever you need.
Custom SOPs
Create the brand experience your customers deserve. We’ll work with you to implement the procedures that meet your unique requirements.
Order Processing
Take phone orders and keep your customers satisfied. Rely on a professional team that is consistently recognized for our friendliness and accuracy.
Customer Loyalty Programs
Manage day-to-day tasks, like re-issuing and activating cards for clients and customers. By allowing DFS access into your loyalty program system we can help you manage customer loyalty programs, redeem rewards and apply points and other credits to customer accounts according to your customized brand programs.
Full-Service Returns
Make returns a breeze. We’ll handle return calls and ensure that Returned Merchandise Authorizations (RMAs) are issued, so that each return is documented and goes smoothly.
HIPAA Compliance
Be assured that our call center representatives are HIPAA-trained and compliant — a major advantage for our pharmaceutical and healthcare customers.
Mailing List Removal
Handle list removal requests — by phone call or returned mail. We’ll log and update your mailing lists to keep lists accurate and save on costs.
Custom Invoices
Some clients don’t have sophisticated software to produce invoices from the services we provide. For this reason, we create a customer invoice that they can then pass to their clients. Diamond has the ability to print and mail them on your behalf or email them to you.
Marketing Support
Provide your sales teams with the backup they need to be successful. We can fulfill requests for promotional materials, samples and kits, and other marketing materials.
Help Desk and Troubleshooting
Assist customers and internal employees when they run into problems, for instance, helping them complete orders on the company website and more.
Flexible Pricing Models
We have a variety of ways we charge for our services that keep it scalable and affordable for our customers. For example, we can charge for our call center services by the hour, by headcount, based on call volumes and/or number of lines.
Case Study
Premium French Cookware Brand
A premium French cookware brand was looking for a partner to support growth and help them expand their footprint in the United States — from building a custom website, to managing the calls coming into their toll-free number, to turnkey fulfillment for their orders. They knew they had the right partner with Diamond Fulfillment.
Partner with Diamond Fulfillment Solutions for Seamless Call Center Solutions
Account Management
Onsite, dedicated resource an extension of your brand
Client Services
Project Management, Pop Up Stores, Trade Show Management
Dependable Shipping Services
Ensuring prompt and reliable delivery by our expert staff who coordinate all the shipment details – so you don’t have to!
Industries We Cater To
At Diamond Fulfillment Solutions, we support a wide range of industries with tailored, end-to-end fulfillment solutions. From regulated industries like healthcare and pharmaceuticals to fast-moving consumer goods, beauty, and promotional products, our adaptable services ensure your products reach customers with speed, accuracy, and care. Whether you’re launching a new brand, scaling operations, or improving your supply chain, we help you deliver a standout experience—every time.
