History
In 1987, Mary Naylor, VIPdesk Founder and CEO, established Capitol Concierge, a corporate concierge company, staffing office buildings in the Washington, D.C., market with onsite concierges. The concept proved enormously successful, attracting national media attention and sparking interest from international Fortune 500 companies wishing to adapt the concept to their own customer bases.
In response to burgeoning demand, VIPdesk was spun-off in 1997 as a separate entity to focus on virtual Concierge programs using a home-based service delivery model. With MasterCard and Citi among its first clients, VIPdesk provided premium services through a toll-free number accessing a virtual team based in home offices throughout North America. This team provided the customers of VIPdesk's clients with high-quality, personalized customer service.
Expanding upon VIPdesk’s foundation in the concierge industry, VIPdesk Connect™ was launched as an addition to VIPdesk’s extensive customer service offerings. VIPdesk Connect™ utilizes a vast network of dispersed Brand Ambassadors (customer service representatives), based in home offices across the United States and Canada, interconnected by a state-of-the-art technology network enabling them to deliver high-touch customer care more efficiently and more productively than agents in a traditional bricks-and-mortar call centers.
VIPdesk’s strong emphasis on experience, advanced education and subject matter expertise for its home-based agents sets it apart from other contact center providers. Approximately 95% of the company’s Brand Ambassadors and Concierges are college educated, nearly 75% have 15 years or more of hospitality or customer service experience and approximately half are bilingual.
Today, VIPdesk sets the quality standard for customer service and loyalty programs. The company is continually recognized as a progressive industry leader, evidenced through numerous awards.
Some of VIPdesk's awards include:
"The forces are aligned in favor of home-shoring. The more unique a product or service is to American life, the more US consumers will want to speak with someone who understands their lifestyle."
