Just what big brands need in today’s turbulent world - an American call center. If you’ve been out-sourcing, now you can come back to America and benefit from in-sourcing! Triple Impact Connections is a provider of Business Process Solutions (BPO) with major clients across North America. As such, we’re uniquely positioned to deliver on clients’ evolving needs through the Military Spouse Employee Partnership (MSEP). Our executive team brings over 60 years of Contact Center experience and strategic and tactical expertise between brand and customers.
The revolutionary Triple Impact BPO model grew out of a unique bonding moment in time. Three West Point classmates met at their 40th class reunion and conceived a way to fill a major void in the way businesses communicate. A year later, they allied with a top tech expert and a high-powered CEO to create the unique and powerful Triple Impact Connections company. The benefits Triple Impact offers are game-changers and a clear Win-Win-Win for companies, their customers, and our country.
Outsourcing call centers have long been popular for the apparent cost savings despite language, engagement, and confidentiality issues. Our new Triple Impact American contact center is cost effective and also assures efficiency, quality, reliability, low turnover, language skills, analytics, and data technologies. The lifeblood of business is how it connects with its customers. It’s a special relationship that connects the business to the customer via the essential one-on-one rapport. At Triple Impact, we’re focused on providing a seamless, quality experience that both supports a client’s mission and enhances its brand. And it’s all built on support for our Military.
The MSEP Program leverages a vast talent source, Military Spouses, that has the perfect attributes needed in the Service Industry. While providing maximum value to our clients and customers, it also provides the nation’s Military families the type of economic support that’s essential to keep them active and engaged. The first Triple Impact Engagement Center HQ is in Killeen, Texas, adjacent to Fort Hood. Killeen has a population of 128,000 and is home to over 20,000 Army spouses. Together with support from Fort Hood Leadership, the Fort Hood MSEP, the Killeen Chamber of Commerce and the State House of Texas, Triple Impact is uniquely qualified to provide solutions for all BPO needs.
We are committed to hiring and
promoting from within. We support
Heroes and Service Leaders.
We provide Business Process
Solutions for the 21st Century across
many industry segments.
We are veteran owned and operated. We walk the walk with our specialized Triple Impact training and the proof is in our retention levels.
We believe in empowerment. So we instill
values that lead to genuine customer
We realize an open playing field is a vital component of our business efforts so we honor supplier and contract diversity.
At Triple Impact, we’re focused on providing a seamless, quality experience which supports both a client’s mission and enhances its brand. Our team can speak a variety of languages and with American English as the primary language it means customers won’t get frustrated with language barriers that can occur offshore call centers. And it’s all built on support for our Military and thier families.
The MSEP Program leverages a vast talent source that has the perfect attributes needed in the Service Industry. While providing maximum value to our clients and customers, it also provides the nation’s Military families the type of economic support that’s essential to keep them active and engaged.
Together with support from Fort Hood Leadership, the Fort Hood MSEP, the Killeen Chamber of Commerce, and the State House of Texas, Triple Impact is uniquely qualified to provide solutions for all BPO needs.
In order to provide a unified, centric customer communication solution , our Omni-channel strategy will help brands drive great customer retention and long-term value.
We know companies are about speed and efficiency more than ever, two strengths of Military training. So by offering Omni-channel strategies, we can reduce call volume as we increase customer satisfaction. This also helps avoid spending too much time on low-value, low-impact customers and fosters more attention on long term, profitable customer programs and services.
Digital Engagement is growing rapidly. Customers expect the brands they love to be at the forefront of leading edge engagement options that fit their lifestyles. It’s not about first contact resolution, but allowing us to proactively provide you with data and customer insights across different channels and industries to help improve your overall digital engagement experience and service strategy.
By illustrating the customer’s journey, capturing their experience, and understanding their expectations, customer insights help drive excellence. Seeing through customers’ eyes keeps our curriculum current and challenges our teams to always be on the cutting edge in the science of communication. Understanding these motivations creates an awareness that allows us to serve with empathy, add value, and increase brand loyalty. It also sets the standard for future engagements.
Since technology is more advanced than ever, we use it to understand engagement at higher levels. Our world class expertise in data analysis, operational excellence, and strategic modeling enable us to collaboratively build a powerful insight strategy for a given brand. Both qualitative and quantitative, our approach couples advanced data and verbatims from customer engagements to transform interactions into growth opportunities.
Contact centers are increasingly exposed to targeted cross-channel attacks by fraudsters and regulatory non-compliance is becoming more costly. Our Fraud and Compliance Solutions proactively address these challenges to protect your brand and give your customers the peace of mind they crave. It’s all geared to improving the Customer Experience.
Think of us as your Eyes in the Sky! We offer Monitoring Services, Proactive Support, Remote Support, Centralized Management and Scheduled Maintenance. We’ve always got your back.
We employ A.I. “robots” that can quickly automate front and back office processes, so you can get more done faster with fewer errors. And there’s no need to replace or update existing systems.
Basic form filling and data entry.
Moving files from one system to another.
Navigating databases and systems to access, manipulate and update information.
Validating account info, consolidating reports, basic troubleshooting and more.
Bob Olds - is President and Chairman of the Board of Triple Impact Connections, Inc. This 25-year industry veteran excelled in executive position at Convergys, TeleTech and West in Device Delivery. He was a member of the team that created the Army Spouse Employment Partnership which is now the Military Spouse Employment Partnership. A West Point graduate with a degree in Engineering, Bob served as an Infantry Officer in the 101st Airborne Division. He and his family reside in Cincinnati, Ohio.
Craig Mento - CEO of Triple Impact, began as a Systems Analyst at Sperry Univac and Bell Labs. A mathematician from The Citadel, Craig evolved into senior executive positions at Unisys, TTEC, Genesys, NexxLinx, and Teleperformance over his 25 year + career. His responsibilities included Sales, Business Development and CEO, in both large companies and startups. As holder of two patents, he has continually espoused the evolving paradigm of people, processes and technologies to produce superior Customer Experiences. During rare downtime at his Atlanta home, his passions are family, golf and music.
Jeff Buckman - COO at Triple Impact Connections. Jeff has over 25 years of experience in the customer service industry. He has held leadership positions with organizations such as TTEC, Percepta, Meridian Health Care, PRC, and Nexxlinx. His responsibilities have included both technology and operational leadership roles. When away from the office he tries to spend as much time as possible on the golf course. He and his family currently reside in Denver, Colorado.
Josh Kuligowski - CTO at Triple Impact Connections, Josh also is involved in several programs and charities supporting Military veterans and active duty families while their loved ones are on deployment. He is a 1998 Baylor University graduate in Waco, Texas, with a degree in Management Information Systems.
- is a call center management expert with over 28 years of experience managing inbound and outbound call center programs for mid-size and Fortune 100 clients. He has been fortunate to serve world-class companies, including American Express, British Telecom/Cellnet, AT&T, JCPenney, Pfizer, MetLife, Monster, Acxiom, Xerox, Bruegger’s Bagels, FOCUS Brands and many others.
Over the years, Dave has established a track record of helping clients maximize productivity and profitability for their call center programs. Prior to joining NexTech Services, Inc., Dave was the Founder/CEO of Voice Teleservices, a boutique customer engagement center that specialized in B2B business development and centralized call center services for the restaurant industry.
Dave holds a BA in Psychology from Franklin and Marshall College and an MBA from Boston University. He served as a State Representative in Maine’s 127th legislature. When he’s not running a call center or running for office, David enjoys the great outdoors of western Maine’s hills and lakes region with his family.