Optima has more than 30 years of continuity and growth. Continuity in client relationships and in our staff. We believe this is unique in the contact center business. Let us show you what this continuity means for you.”
DON MACLEOD – President
Who We Are
Founded in 1992, Optima is a business services provider specializing in complex customer service outsourcing with a focus on financial services.
Over the years, Optima has developed a reputation for excellence. We have built the most loyal and long-standing group of client relationships in our industry. By the numbers, that’s 15-20 core clients with an average tenure of 15 years, and 50% of this client base is in financial services. We’re the largest Canadian insurance outsourcer, including Life A&S and Creditor insurance.
Optima can be your sole service provider or compliment in-house resources. We offer on-site, hybrid, and work-from-home service models.
Obviously, solutions for each client vary according to their specific needs. But what every client gets is a committed Optima team that builds and maintains optimal relationships from the moment customers or prospects pick up the phone, open a web-chat, or send an email. We continuously build on our success by learning from each day’s customer interaction.
100% of Optima staff is located within North America.
Our Mission
Optima Communications is dedicated
to being the best at delivering optimum results
through quality customer contact
with value-added servicing to a select a group
of long-term clients.
What We Do
In the simplest terms, we help our financial services clients find, connect with, retain, and grow relationships with customers through interactive channels and multiple touch points. We do this while maintaining, and even growing, brand integrity.
Customer service
Account/billing inquiries
Customer retention
Product enrollment
Tier 1 tech support
Claims
Surveys
…and much more
First party collections
Online forms processing
Return mail handling
Billing
Fulfillment
…and much more
Customer acquisition
Upsales
Cross-sales
Winback
Lead generation
…and much more
Our Insurance Services Scope
Life A&S
Term Insurance
Guaranteed Life
Accident Death/Care
Serious Illness
Critical Injury
Credit
Credit Card Protection
LOC Protection
Mortgage Life
Auto Loan Insurance
Travel
New Coverage Sales
Plan Renewal
Support & Service
Health
Health & Dental
Hospital Cash
Technology as a Tool
30 years of identifying, developing and applying technology to contact center solutions provides a rich foundation for the effective use of technology for every client’s situation. We seek first to understand the unique business opportunities and challenges of your assignment, and then identify how technology can best be leveraged to improve outcomes. Today this includes practical, real-world application of AI, as suited to the project.
The Optima production environment is anchored with the world-leading, omnichannel Genesys Cloud platform. Our IT Solutions team has an ideal range and depth of experience designing and deploying technology support built to your program objectives. This custom-tailored environment and its tools add strength and efficiency to our work on your behalf.
Wherever activity can best be accomplished by technology, our solution will be built accordingly. Where activity is best supported by live agent, our technology will be crafted to support their actions to help us accomplish more faster and to support the best customer experience.
In all cases, our technology and knowhow will ensure management is empowered with the perfect information and tools to optimize results, and provide fast, pertinent data and feedback to you to help guide your business decisions.
Business Service Channels
We are omnichannel
INBOUND PHONE
INBOUND
PHONE
OUTBOUND PHONE
OUTBOUND
PHONE
EMAIL RESPONSE
RESPONSE
WEB CHAT SUPPORT
WEB CHAT
SUPPORT
ADMIN SERVICES
ADMIN
SERVICES
What Our Clients Say
“Working with Optima’s management team is easy! Working with my account representative is a like working with an internal work partner. Optima understands the flexibility we need and the challenges we face. Together we work on finding solutions, even when tough decisions need to be made.”
“Optima stands as a paragon of professionalism, high-quality service, and efficiency, setting a benchmark for excellence in customer support.
From the first interaction, it’s clear that the staff members are not only rigorously trained but also genuinely committed to resolving customer inquiries and all issues.”
“We’re committed to customer service that is straight-forward, human and knowledgeable–that’s what Optima delivers day after day. And for years now.”
“We can always count on Optima to deliver a consistent high quality of service, meet our service metrics and be a true partner.”
“Your team bent over backwards for us . . . I am writing to thank your team (BIG TIME!) for the quick and decisive action taken to satisfy our needs.”
“Hats off to the Optima Team! I want to personally thank each and every one of you for working so hard to make our recent campaign such a success. Together, our leaders and the Optima team continue to raise the bar higher and higher. As a result, this was one of our biggest seasonal campaigns ever!”