What Triple Impact Connections does

Triple Impact Connections is a privately held, veteran-owned US business process outsourcing (BPO) contact center founded in 2011 and headquartered in Killeen, Texas, with a second engagement center in Fayetteville, North Carolina. The company sells customer-experience and back-office support services to enterprise and mid-market clients across North America, with its flagship offering being Restaurant Virtual Waiter — a remote, brand-aligned inbound call-handling service for restaurant chains that processes take-out, catering, and delivery orders. Beyond restaurants, the firm serves financial services (PenFed Credit Union, Conduent), insurance (American Family Insurance), healthcare, and technology (Accenture) clients via multi-vertical customer care engagements.

The firm's core product is a cloud-based omni-channel platform combining voice, email, SMS, text, social media (chatbot AI), screen/voice quality management, customer journey analytics, secure communications (encryption, intrusion detection, PCI/PII-compliant virtual desktop), and customer analytics for predictive behavior and lifetime value modeling. AI-augmented process automation ('AI robots') handles front- and back-office tasks such as form filling, data entry, and basic troubleshooting, and a compliance/fraud module addresses cross-channel attacks. The technology layer wraps a 100% US-based, primarily military-spouse workforce drawn from a 650,000-strong talent pool via the Military Spouse Employment Partnership, with reported 10% annual attrition versus a 150% industry average.

Triple Impact monetizes through transaction-fee or quote-based managed services pricing — fees average 6–8% of total order value on restaurant engagements — supplemented by managed services, professional services, and customer care contracts for enterprise clients. Distribution is sales-led: direct outreach to brand decision-makers supplemented by website-driven white paper and case-study demand generation, and the firm has formalized a charitable partnership with Sentinels of Freedom (over 30% of proceeds pledged) as a brand-positioning pillar.

Name

Triple Impact Connections

Legal name

Triple Impact Connections

Website

https://tripleimpact.com

Company type

Private

Founded year

2011

Operating status

Operating

Headcount range

51–100 employees

Short description

Triple Impact Connections is a veteran-owned, US-based BPO contact center founded in 2011 that delivers omni-channel customer experience, restaurant virtual waiting, and AI-augmented process automation services to enterprise clients in restaurants, financial services, insurance, healthcare, and technology, powered primarily by a military-spouse workforce.

Ownership category

akta.pro rank

Product category

Contact Center / Business Process Outsourcing (BPO) Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Business Service Centers (56143)

SIC

Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

akta.pro secondary industries

Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Omnichannel Patient Communications & Contact Center (Voice/SMS/Email/Chat) (HLACAEAC), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN)

Keywords

• Business process outsourcing
• Contact center services
• Customer engagement platform
• Omni-channel communications
• Restaurant virtual waiter

Headquarters

HQ city

Killeen

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. BPO Contact Center Services: Triple Impact charges fees averaging 6-8% of total order value for handling take-out and catering calls for restaurant clients. This transaction-based model aligns the company's success with client outcomes, as they drive nearly double average order value compared to online or in-store orders.
2. Managed Services: Monitoring services, proactive support, remote support, centralized management and scheduled maintenance for clients requiring ongoing operational support.
3. Customer Care and Support: Omni-channel customer care services across voice, email, SMS, text, social media and chat channels for enterprise clients.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels6 records

Core offering

Triple Impact Connections is a Veteran-Owned US-based BPO contact center that delivers omni-channel customer engagement services—voice, email, SMS, text, social media, and AI ChatBot—primarily to restaurant chains (virtual waiter and catering call handling) and to enterprises in financial services, healthcare, insurance, and technology. Services include customer care, managed services, process automation, compliance and fraud solutions, customer journey mapping, and customer analytics, all delivered through a cloud-based platform staffed by 100% US-based military spouse agents.

Product overview

Triple Impact Connections is a Business Process Outsourcing (BPO) contact center firm offering a unified platform of customer engagement services built around its core Restaurant Virtual Waiter product. The platform provides integrated multi-channel communications combining voice, email, SMS, text, and ChatBot AI capabilities. Core services include Customer Care, Omni-Channel & Self Service, Chat/Digital Engagement, Customer Journey Mapping, Customer Insight/Analytics, Compliance & Fraud Solutions, Managed Services, and Process Automation powered by AI. The architecture is a modular BPO services model where Restaurant Virtual Waiter serves as the flagship offering for restaurant chains, supplemented by managed services and analytics capabilities that apply across industry segments.

Differentiator

Problem solved

Functional benefit

Brands

• Restaurant Virtual Waiter: Remote ordering and catering operations service for restaurant clients, where representatives serve as the transparent extension of restaurant operations.
• MSEP Program

Products and services

• Restaurant Virtual Waiter Remote ordering and catering operations service where experienced representatives handle inbound phone calls for restaurants, serving as a transparent extension of restaurant operations to ensure brand alignment and online voice consistency.
• Customer Care Customer service solution providing seamless, quality experiences that support client missions and enhance brand reputation, with multilingual capabilities and American English as primary language.
• Omni-Channel & Self Service Unified customer communication solution combining email, SMS, text, social media (ChatBot) AI intelligent, and voice channels to drive customer retention and long-term value.
• Chat / Digital Engagement Digital engagement service enabling proactive data and customer insights across different channels and industries to improve overall digital engagement experience and service strategy.
• Customer Journey Mapping Service illustrating customer journeys, capturing experiences, and understanding expectations to drive excellence through empathy, value addition, and increased brand loyalty.
• Customer Insight / Analytics Data analysis and strategic modeling service using world-class expertise in operational excellence and strategic modeling, coupling advanced data with customer engagement verbatims to transform interactions into growth opportunities.
• Compliance & Fraud Solutions Security solution proactively addressing cross-channel fraud attacks and regulatory non-compliance to protect brands and provide customers with peace of mind.
• Managed Services Monitoring services, proactive support, remote support, centralized management, and scheduled maintenance for ongoing operational oversight.
• Process Automation AI-powered automation service employing 'robots' for front and back office processes including form filling, data entry, file management, database navigation, account validation, and basic troubleshooting.

Quantifiable outcome

• Nearly double Average Order Value vs. online or in-store orders when Triple Impact handles restaurant take-out and catering calls
• +4 more outcomes

Named customers9 records

Segments5 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability7 records

Feature8 records

Partnerships

Two partnerships are on record, tiered core and flagship.

• Military Spouse Employment Partnership (MSEP)coreStrategic or Co-development Partner · 1 November 2021The MSEP is a U.S. Department of Defense program that connects military spouses with career opportunities. Triple Impact leverages this partnership to recruit highly skilled military spouses for their BPO operations. The company was involved in creating this program - Bob Olds was a member of the team that created the Army Spouse Employment Partnership which evolved into MSEP.
• Sentinels of FreedomflagshipOthersTriple Impact pledges over 30% of their proceeds to the Sentinels of Freedom, a charitable organization providing financial support to severely wounded veterans. This is a core component of their triple impact mission - Service, Family, and Community.

Scale indicators12 records

Recent moves6 records

Expansion highlights4 records

Direct peers

• TTEC Holdings: TTEC is a publicly-traded global CX/BPO company offering customer care, sales, and digital engagement services across voice and digital channels. Directly comparable to Triple Impact as a contact center outsourcer targeting enterprise clients; several Triple Impact executives (CEO, COO) held senior roles at TTEC.
• Concentrix: Concentrix is a large global CX solutions and BPO firm serving consumer electronics, financial services, and retail with omni-channel customer engagement. Directly comparable as an enterprise-focused customer care outsourcer using cloud and AI-enabled platforms.
• Teleperformance: Teleperformance is one of the world's largest omnichannel customer experience management companies, operating contact centers globally with multilingual support. Directly comparable as a CX outsourcer; Triple Impact's CEO Craig Mento held a senior executive role at Teleperformance.
• Convergys (now part of Synnex Concentrix): Convergys was a major US-based BPO and customer management firm that merged into Concentrix; Triple Impact Chairman Bob Olds held executive positions at Convergys. Closely comparable heritage and operating model as a customer care outsourcer.
• FCR (First Call Resolution): FCR is a US-based BPO contact center offering inbound customer care, outbound sales, and back-office support with a 100% US-based workforce. Directly comparable as a domestically-anchored omnichannel CX outsourcer serving enterprise and mid-market clients.
• Direct Interactions: Direct Interactions is a US-based contact center outsourcer providing customer care, sales, and support across voice, chat, email, and social channels. Comparable as a mid-size US-based omnichannel BPO serving enterprise clients with custom CX programs.

Broad incumbents

• Conduent: Conduent is a large incumbent business process services firm delivering customer experience, transaction processing, and digital services across regulated industries. Comparable to Triple Impact's enterprise CX work and is also a Triple Impact customer/partner; broader portfolio and significantly larger scale.

Emerging players

• Arise Virtual Solutions: Arise is a cloud-based, work-from-home customer support platform connecting independent agents with enterprise clients. Comparable as a US-based, distributed virtual contact center model; differs in crowdsourced agent model rather than W-2 military spouse workforce.
• Liveops: Liveops is a US-based virtual contact center platform providing on-demand customer support, sales, and inbound call handling through a distributed independent agent network. Comparable omni-channel CX outsourcing focus with US-based agents, but operates at larger scale.
• SupportNinja: SupportNinja is a US-and-nearshore BPO providing customer support, back-office, and AI-enabled CX services for tech and consumer brands. Comparable mid-size CX outsourcer with omnichannel capabilities; differs in geographic footprint and target verticals.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xlinkedin.com/company/triple-impact-connections
• Facebookfacebook.com/tripleimpactconnections
• LinkedInlinkedin.com/company/triple-impact-connections

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles8 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Triple Impact Connections