About

We care. We build to suit. We own your business objectives every single day.

uniquely positioned

Talk About A Deep Talent Pool!

Just what big brands need in today’s turbulent world – an all-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 Employment Partnership (MSEP). Our executive team brings over 60 years of Contact Center experience and strategic and tactical expertise between brand and customers.

game-changers

Triple Impact BPO Model

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.

game-changers

Triple Impact BPO Model

uniquely positioned

Efficiency, Quality, Reliability

MILITARY SPOUSE EMPLOYMENT PROGRAM

The MSEP Program leverages a vast talent source

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. Our second Center HQ is at Fort Bragg, in Fayetteville, North Carolina. Together these bases are home to over 40,000 Army spouses, making Triple Impact uniquely qualified to provide solutions for all BPO needs.

Get in touch with us

our values

Triple Impact's Values Mirror Our Military

Dedication

We are committed to hiring and promoting from within. We support Heroes and Service Leaders.

Experience

We provide Business Process Solutions for the 21st Century across many industry segments.

Community

We are veteran owned and operated. We walk the walk with our specialized Triple Impact training and the proof is in our retention levels.

Attitude

We believe in empowerment. So we instill values that lead to genuine customer satisfaction.

Diversity

We realize an open playing field is a vital component of our business efforts so we honor supplier and contract diversity.

We always guarantee a good quality of our services/projects to ensure that clients' satisfaction is achieved.

what we offer

Our Services

Customer Care

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 with offshore call centers. And it’s all built to support our Military and their 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.

Omni-Channel & Self Service

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.

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.

Chat

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

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.

Customer Journey Mapping

By illustrating the customer’s journey, capturing their experience, and understanding their expectations, customer insights help drive excellence.

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.

Customer Insight

Since technology is more advanced than ever, we use it to understand engagements at higher levels.

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.

Compliance & Fraud

Contact centers are increasingly exposed to targeted cross-channel attacks by fraudsters and regulatory non-compliance is becoming more costly.

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 deserve. It’s all geared to improving the Customer Experience.

Managed Services

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.

Process Automation

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.

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. This includes completing tasks like:

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.

Who We Are

Our Command And Control Team

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.

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 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.

Valerie Losardo brings 20+ years expertise in Call Center Operations, Financial Management and Strategic Planning for multi-site centers. Experienced in implementing customer services strategies, financial modeling and process improvements which taken all together heightens the client experience while driving an increase in revenue and profitability. Valerie holds a Bachelor’s degree in Accounting/Finance from St. John’s University. She enjoys the outdoors and spending time with her family.

Ray is a highly decorated combat veteran business leader who has a unique capability of taking theoretical concepts and enabling teams to execute them to very practical applications. A track record of 20+ years leading and delivering outstanding results in the Military and in the Telecommunications Industries. Ray is a Call Center expert with 20 years of experience in managing large-scaled call center operations, with a successful track record of delivering outstanding results in customer service and operational effectiveness.

A call center management expert with extensive 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, Pfizer, AT&T, Xerox, 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 Triple Impact Connections, Inc., he 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.

We care. We build to suit. We own your business objectives every single day.