Frontline Call Center specializes in providing flexible, high quality customer support outsourcing solutions with an emphasis on inbound and outbound communication channels encompassing phone, live chat and e-mail. We are making a difference in the Contact Center marketplace through proven customer management solutions, our work-from-home workforce model and our advanced technology infrastructure. Frontline Call Center strives continually to enhance our delivery of service excellence increasing the profitability and success of our Clients and Frontline Call Center.
Our business strategy encompasses building long-term client relationships, capitalizing on our expert response team and leveraging our depth of relevant experience. Management familiarity with the requirements for building successful operations have created the following highly developed competencies:
Project Management: We maintain consistent control and monitoring of the Account to evaluate on an ongoing basis, the processes and technologies in place to always improve the way we do business. We customize our service applications to assist you in meeting your business objectives.
Quality Management: Frontline’s QA support ensures your customers receive a consistently high level of quality care regardless of the delivery channel. This includes: Calibration sessions, allow supervisor shadowing a customer representative, Digital audio recording and Remote monitoring.
Transition Management: According to the process requirements, we ensure migration of the business process along with staffing, technology, quality procedures, training and reporting.
Operation Management: We consistently manage the business process in-house and ensure you quality and results to meet your needs.
Jill Blankenship Awarded 2014 Nellie Cashman Woman Business Person of the Year!
Cantwell Lauds Washington State Small Business Administration’s 2013 Person of the Year award, Jill Blankenship.
ICUC 2012 Frontline Call Center won the World Class Advocate Award.
Frontline Call Center wins ICUC's 2010 Coder Royale crown, trophy and $500 cash.
Frontline Call Centers CEO Jill Blankenship takes Bronze at 2010's Women in Business Stevi Awards.
Mission: Frontline Call Center is dedicated first and foremost to providing the highest quality of customer support services to meet the needs and demands of our clients while achieving a profitable and secure return for our investors. This will be realized both internally and externally by continuous communication and transparency between management, employees, customers and community, and by ongoing improvement of processes, systems, and technology.
Vision: It is our intent to develop quality relationships with our employee’s, clients and the community in which we operate – making a difference with each contact we engage in through phone, email and chat. We will continually set standards of excellence, both personally and professionally, which exemplify our dedication to our goals and to the fulfillment of this vision statement.
Frontline Call Center Orcas
9 Hope Lane
Eastsound, WA 98254
Frontline Call Center Friday Harbor
325 Court Street
Friday Harbor, WA 98250
Jill started Frontline Call Center back in 2005 with the intention to provide year-round employment in the San Juan Islands. The success of the call center started an entrepreneurial fire in Jill that sparked the creation of Ternio and Frontline Services.
Sarah has been with the company 10 plus and understands the Frontline culture. With a strong background in business management and design she enjoys working with our clients and is able to identify with the various business models to help facilitate a smooth integration with Frontline’s services.
Becky has been with Frontline Call Center since January 2010. She is a highly analytical team player who specializes in data analysis and agent retention. Her 13 plus years' experience in a remote call center environment give her a unique view in to not only the operations perspective, but from the agent point-of-view.
Justin is a veteran problem solver who specializes in implementing best fit solutions for our technically oriented clients. His experience includes over 10 years of sales, management and customer service with companies such as Verizon and T-Mobile.
Kevin doesn’t just stay in the IT department. He keeps a working understanding of all departments of the call center and helps brain storm working solutions as needed for the business and our clients. His team considers his ability to translate tech speak one of his most brilliant traits.