Agile by design. Human by nature.
From the ground up, we’ve engineered Bernard organization to be agile.
We empower our teams with significant autonomy – they will spin on a dime to respond to your requirement changes.
Our organizational structure is flat – you’re never more than one or two people away from your account manager.
And, our technology is cloud based — a composite of best-of-breed systems from leading vendors. We’re the first to embrace new tech and implement new ideas so you’re the first to enjoy the efficiency benefits.
There's no such thing as lost in translation at Bernard. This makes us faster, more resourceful and way easier to work with.
Trusted by the world’s best
Secure
We’re obsessive about security. At Bernard we secure all cloud infrastructure using the standards and best practices established by the ISO 27001/27002, COBIT, PCI-DSS, Type 2 Soc 2, and Cloud Security Alliance (CSA).
Our data centers are regularly audited using the SSAE 16 (previously SAS 70) standard, which means we use stringent security and continuity controls such as two-factor building access (badge and biometrics), 24/7 on-site security, video monitoring, and more.
Compliant
We’re fully compliant and certified with both PACE-SRO and the 12 security domains of PCI-DSS Level 1 Service Providers and monitored by independent third party experts.
Simple
We make reporting simple and easy with real-time metrics and customized reporting. We use proven systems that provide fast feedback to agents and supervisors to make compliance, messaging and reporting easier.
Engaged
It requires some serious trust to hand over the responsibilities that our clients unleash to us. From forthright interaction with our team to the transparency of our technology and reports, we structure our working relationship so every move we make is visible, putting you at ease with the idea that your calling team is in capable hands.
Fortune 100 Company Thinks Outside The Handle Its Fall Rush
A Fortune 100 company needed extra sales agents to deal with what they called the Fall Rush that happens every year as new and returning college students scramble to organize internet, video and telephone access.
At the recommendation of others within the company, they turned to Bernard at short notice to handle the anticipated inbound call overflow.
Bernard COO Theresa Leslie says one of Bernard’s strengths is it can ramp-up quickly. By comparison, the big-box call centers tend to be hampered by bureaucracy, and lack the flexibility to respond at short notice.
Leslie says recruiting and training the right agents in such a short time is nevertheless always challenging.
“You need to over-hire, because there are some who will leave, and some who just won’t meet our standard.”
She says that Bernard recruited close to 400 people to find the people needed -- adding the requested 200 trained, FTE sales agents in just 60 days to meet the fall rush.
And Bernard didn’t just deliver bodies, they delivered results.
“We handled 275,000 calls, closing 60,000 sales and creating 81,000 revenue generating units,” Leslie says.
“Conversion rates were as high as 35% and added $4 million dollars in monthly recurring revenue. And we did all this while keeping service levels above 85% with fewer than 4% abandons.”
This Fortune 100 company continues to partner with Bernard to handle call center overflow --a testimony to their satisfaction.
“We handled 275,000 calls, closing 60,000 sales and creating 81,000 revenue generating units”