Big Outsource

BACKGROUND

Please describe your company and position.

I am the Director of Finance of an other industries company

Describe what your company does in a single sentence.

Sales & Marketing for small to mid-sized manufacturers in the Gift Industry

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• Data Entry

SOLUTION

How did you find Big Outsource?

Online Search

Why did you select Big Outsource over others?

Pricing fit our budget

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Getting Manual Data into our systems in an effective and efficient manner

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Finding a partner that would be able to handle the initial tasks in an efficient and accurate manner. 
• Being able to ebb and flow with our staffing needs as we continued to grow or needed to increase staffing over the course of the year due to some seasonal nature of our business. 
• Being able to get “replacements” or additional staffing up and running efficiently once the initial training was done.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

• Big Outsource has always met our needs from a task and staffing perspective, even working on weekends when required to do so.
• Ability to quickly get up to speed on the needs we had, allowed us to expand some of the work they are doing for us since we began our partnership

What was your primary form of communication with Big Outsource?

Email or Messaging App

What did you find most impressive or unique about this company?

Our experience with Big Outsource has been remarkably positive. They have proven to be a dependable outsourcing partner, showing substantial knowledge and understanding of our needs While the initial stages of our partnership involved a bit of a learning curve, Big Outsource demonstrated commendable flexibility and responsiveness. 

They ensured that any minor hurdles were promptly addressed, and our collaboration took off smoothly from there. The team's consistent updates and clear communication were appreciated and contributed to a seamless workflow. The partnership with Big Outsource has led to significant improvements in our operational efficiency. 

Their involvement has allowed our in-house team to focus more on strategic priorities, a benefit that has been truly valuable for us. Big Outsource has consistently delivered high-quality work, and their dedication to our projects is evident. They've shown professionalism throughout our partnership and continue to strive for excellence, a trait we highly admire.

In conclusion, Big Outsource stands out as a highly competent outsourcing partner. They combine expertise, commitment, and quality in their service, significantly contributing to our project's success. We're confident in recommending them to other businesses seeking a reliable outsourcing solution, and we eagerly look forward to further fruitful collaborations.

Are there any areas for improvement or something Big Outsource could have done differently?

Big Outsource has always been quick to correct any issues that have been discussed during the course of our partnership.

BACKGROUND

Please describe your company and position.

I am the Pres. At Mitchell'sNY Logistics of Mitchell'sNY Logistics

Describe what your company does in a single sentence.

We deliver better Solutions! Offering logistics Solutions to meet daily needs.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• We hired Big Outsource to accomplish specific goals related to enhancing our customer support and call center operations for our logistics company. Our primary objective was to improve the overall customer experience by ensuring quick and efficient resolution of inquiries, order tracking, and addressing any concerns our customers may have had during their interactions with our company.

SOLUTION

How did you find Big Outsource?

Clutch Site

Why did you select Big Outsource over others?

• Pricing fits our budget
• Great culture fit
• Good value for cost
• Company values aligned
• Other

How many teammates from Big Outsource were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of work provided by Big Outsource was comprehensive and well-defined. They handled all aspects of customer and call center outsourcing for us. This included managing inbound and outbound calls, handling customer queries, processing orders, providing real-time shipment updates, and resolving issues promptly. 

Their team was responsible for managing our customer support across various channels like phone, email, and live chat. Key deliverables of their solution were as follows: Efficient call center management Improved response times Streamlined order processing Enhanced customer satisfaction Accurate tracking and updates

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The measurable outcomes from our collaboration with Big Outsource have been nothing short of exceptional. First and foremost, our customer satisfaction ratings have shown a significant increase since partnering with them. Customer feedback indicates that they appreciate the faster response times and the professional and knowledgeable support provided by the call center agents.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Big Outsource's project management has been top-notch. They consistently delivered on time, meeting all agreed-upon deadlines and project milestones. Their responsiveness to our needs was truly impressive. Whenever we had urgent requirements or changes to be implemented, they swiftly adapted and accommodated our requests without compromising on quality.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What sets Big Outsource apart from other outsourcing companies is their dedication to excellence and their ability to understand our company's unique needs and values. Their team members demonstrated a deep understanding of our logistics business, which translated into a more personalized and effective customer support experience.

Are there any areas for improvement or something Big Outsource could have done differently?

Big Outsource gives the best. Their professionalism, responsiveness, and understanding of our business make them a valuable partner. We look forward to continuing our successful collaboration with them in the future.

BACKGROUND

Please describe your company and position.

I am the Operations Manager of OpnRoad

Describe what your company does in a single sentence.

Mergers and acquisition.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• To complete our database project. We needed to hire someone who could be our data manager to search and add information to our project.
• Work with a company that has the same values as us. Ethical, growth, and helpful.

SOLUTION

How did you find Big Outsource?

Online Search

Why did you select Big Outsource over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Our desired candidate needed basic skills using computers and web searching. Searching data on the internet, creating google spread sheets, and doing data research.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Every morning we had a meeting with the team to ensure the team understood the project and if anyone is hung up on a task. We communicate through slack which is super helpful for any questions that may need to be answered right away.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They always deliver on time. No issues at all.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I love how much they care about their employees. It's a family feel and it's something we as a small company run the same way.

Are there any areas for improvement or something Big Outsource could have done differently?

Nothing that comes to mind.

BACKGROUND

Please describe your company and position.

I am the Practice Administrator of the business.

Describe what your company does in a single sentence.

Our business allows patients to have a health consultation with an Australian registered, fully qualified and experienced Doctor via video call, anywhere in Australia.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

To find a reliable and cost-effective solution to handle our business’s support needs

SOLUTION

How did you find Big Outsource?

Online Search

Why did you select Big Outsource over others?

• High ratings
• Pricing fit our budget

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

To provide reliable support team coverage for our business, 18 hours a day, 365 days a year.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our partnership with Big Outsource has influenced our business positively in several ways. Firstly, it has contributed to our growth by enabling us to scale our operations and handle a higher volume of calls and customer enquiries. Secondly, it has improved our efficiency by relieving us of the burden of managing the employment of our support team internally. 

This allowed us to focus on core business functions and allocate resources more effectively. Additionally, the cost savings achieved through outsourcing have significantly impacted our profitability.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their responsive leadership team have been instrumental in our success. Big Outsource has always been quick to deliver when we have a had increased staffing requirements to to growth. The level of communication has been exceptional. Big Outsource's team is proactive in keeping us informed about any changes, updates, or issues relating to their team. We experience open lines of communication, which has allowed us to address any concerns or provide feedback promptly.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

There were notable instances where the Big Outsource team went above and beyond our expectations. For example, during a period where a team member was ill and unable to work, they quickly adjusted the shift roster to accommodate this, ensuring there was no disruption in the service provided to our customers.

Are there any areas for improvement or something Big Outsource could have done differently?

Based on our experience, we would highly recommend Big Outsource's services to other organisations in similar situations. Their cost-effective solutions, excellent customer service, and responsive leadership team have been instrumental in our success. They've proven to be reliable partners who understand our needs and consistently deliver results.

BACKGROUND

Please describe your company and position.

I am the Head Of Technical Services at Laleh Petrochemical Company of Laleh Petrochemical Company

Describe what your company does in a single sentence.

Laleh Petrochemical Company is a leading industry player known for its innovative solutions and sustainable practices in the petrochemical sector.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

To get a customer Service Outsource

SOLUTION

How did you find Big Outsource?

Clutch Site

Why did you select Big Outsource over others?

• High ratings
• Great culture fit
• Company values aligned

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We hired Big Outsource to enhance our customer service operations and improve customer satisfaction levels. Our specific goals were to streamline our customer support processes, reduce response times, and ensure consistent and high-quality interactions with our customers.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Since partnering with Big Outsource, we have experienced significant improvements in our customer service operations. Some of the measurable outcomes that demonstrate progress and success include: 

1. Reduced average response times by 40%, resulting in faster issue resolution and increased customer satisfaction. 
2. Improved customer satisfaction ratings by 20%, indicating that our customers are happier with the level of service they receive. 
3. Achieved a 30% decrease in customer complaints due to the professional and efficient handling of inquiries and issues. 
4. Increased customer retention by 15% as a result of the improved customer support experience. 
5. Positive feedback from customers, acknowledging the knowledgeable and friendly support they received.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Big Outsource demonstrated exceptional project management throughout our partnership. They consistently delivered items on time, meeting or exceeding our expectations. Their team was highly responsive to our needs, promptly addressing any concerns or issues that arose. Their proactive approach to communication and collaboration ensured that our customer service operations ran smoothly and efficiently.

What was your primary form of communication with Big Outsource?

Email or Messaging App

What did you find most impressive or unique about this company?

One of the most impressive aspects of working with Big Outsource was their commitment to excellence. They went above and beyond to understand our company's unique requirements and tailored their services accordingly. Their attention to detail and ability to deliver outstanding customer support truly set them apart. Additionally, their dedication to continuous improvement and their willingness to adapt to changing customer needs were highly commendable

Are there any areas for improvement or something Big Outsource could have done differently?

our experience working with Big Outsource was highly satisfying, and we would highly recommend their customer service outsourcing services to other businesses seeking to improve their customer support operations.

BACKGROUND

Please describe your company and position.

I am the CEO of Bohemia Realty Group

Describe what your company does in a single sentence.

Real Estate Brokerage in NY

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• As our brokerage continued to grow, we began receiving a higher volume of inquiries from potential buyers, renters, and property owners. Managing these inquiries while also focusing on closing deals and managing listings became increasingly difficult for our internal team. We hired Big Outsource to help manage customer inquiries, administrative tasks, and back-office operations so our real estate agents could focus more on client relationships and property transactions.

SOLUTION

How did you find Big Outsource?

• Online Search
• Referral

Why did you select Big Outsource over others?

• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Big Outsource provided administrative and customer support services to assist with our real estate operations. Their team helped manage incoming client inquiries, organize property listing information, and handle various back-office tasks that are essential to running a busy brokerage.

They also assisted with data entry, maintaining organized records of property inquiries, updating spreadsheets used for tracking leads, and helping ensure that all incoming messages were responded to in a timely manner. Their support helped streamline our internal workflow and reduced the workload on our in-house staff.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Since partnering with Big Outsource, we have been able to respond to client inquiries more quickly and keep our administrative tasks better organized. Our internal team now spends less time on routine tasks and more time focusing on client service and closing deals.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their project management was dependable and structured. Tasks were completed on time, and their team was responsive whenever we needed adjustments or additional support. Communication remained consistent throughout the engagement.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What stood out most was their reliability and attention to detail when handling administrative tasks. Their team adapted quickly to our workflow and became a dependable extension of our operations.

Are there any areas for improvement or something Big Outsource could have done differently?

Overall the collaboration was positive. Additional reporting tools or dashboards for tracking completed tasks could further improve operational transparency.

BACKGROUND

Please describe your company and position.

I am the President of Automobile Recovery Bureau, Inc

Describe what your company does in a single sentence.

Repossessions

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

Our company was experiencing rapid growth in online orders, which naturally led to a significant increase in customer inquiries related to product availability, shipping timelines, order modifications, and returns. While our internal team was capable, it became clear that we needed additional support to maintain the level of responsiveness and customer care our brand promised. 
We partnered with Big Outsource to strengthen our customer support infrastructure by providing a dedicated outsourced team that could manage a high volume of customer interactions without compromising quality. Our main objective was to improve response times while ensuring that customers received clear, accurate, and professional assistance.

SOLUTION

How did you find Big Outsource?

• Online Search
• Referral

Why did you select Big Outsource over others?

• High ratings
• Pricing fit our budget
• Referred to me

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Big Outsource supported our company by managing a range of customer service tasks that are essential to the smooth operation of an e-commerce business. Their team handled inbound support requests, responded to order-related questions, assisted customers with returns or exchanges, and provided updates regarding shipment status.

They also supported our internal operations by documenting customer concerns, maintaining organized support records, and escalating complex cases when necessary. Their team worked closely with our internal operations staff to ensure that customer concerns were handled efficiently and consistently.

The primary deliverables included structured customer support management, faster response handling, accurate documentation of customer interactions, and improved coordination between our customer service and fulfillment teams.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Since engaging Big Outsource, our response time for customer inquiries has improved noticeably, and our internal staff has been able to focus more on operational tasks instead of managing a high volume of support requests. Customers have also commented positively about the clarity and professionalism of the responses they receive.

Additionally, the organization of support tickets and documentation has become more streamlined, which has made it easier for our team to track recurring issues and improve processes.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their project management was dependable throughout the engagement. Tasks were handled within agreed timelines, and the team remained flexible whenever adjustments were needed. Communication was consistent, and they were always open to feedback that could help improve the workflow.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

One of the most impressive aspects of Big Outsource is their ability to quickly integrate with an existing team and adapt to internal workflows. They demonstrated a strong understanding of customer support standards and maintained a professional approach when interacting with our customers.

Are there any areas for improvement or something Big Outsource could have done differently?

Our overall experience has been positive. In the future, additional reporting insights or analytics on customer inquiry trends could provide even more strategic value.

BACKGROUND

Please describe your company and position.

I am the Business Management & Marketing of Tony Stewart Racing

Describe what your company does in a single sentence.

Tony Stewart Racing (TSR), fields competitive racing teams in both the World of Outlaws Sprint Car Series and NHRA drag racing, featuring renowned drivers like Donny Schatz and Matt Hagan.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

We hired Big Outsource to support our back-office administrative workload, specifically lease documentation processing, maintenance ticket logging, invoice data entry, and tenant communication follow-ups. Our internal team was spending too much time on repetitive administrative tasks, which was slowing down response times and affecting service quality.

SOLUTION

How did you find Big Outsource?

• Online Search
• Referral

Why did you select Big Outsource over others?

• High ratings
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Big Outsource assigned two administrative specialists who worked directly with our operations team. They processed lease agreements into digital records, logged maintenance tickets into our property management software, updated payment tracking sheets, and ensured vendor invoices were categorized properly for accounting reconciliation. They also monitored a shared inbox to route tenant inquiries appropriately.
Their support became integrated into our daily workflow, functioning almost as an extension of our in-house team.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Within the first quarter, our average maintenance ticket response time improved by nearly 30% because internal managers were freed from data entry tasks. Invoice processing errors decreased, and document retrieval became significantly faster due to organized digital archiving. We also reduced overtime hours for our internal administrative staff.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They maintained consistent weekly reporting and communicated clearly about task progress. Deliverables were completed reliably, and when documentation was unclear, they asked for clarification rather than guessing. That attention to accuracy reduced rework.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their reliability and consistency stood out. Administrative work can be repetitive, but their team maintained accuracy over long periods without performance drop-off.

Are there any areas for improvement or something Big Outsource could have done differently?

More proactive suggestions around automation tools could further enhance efficiency, but overall the engagement has been steady and beneficial.

BACKGROUND

Please describe your company and position.

I am the Senior Associate of Tanners Solicitors LLP

Describe what your company does in a single sentence.

We provide bespoke, solution-based advice, delivered in plain English, in the following areas:

Residential and commercial property
Wills, trusts and probate
Commercial and personal disputes
Employment law
Agricultural law
Family law
Company and commercial law

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• Digitize shipment documentation and proof-of-delivery files.
• Organize logistics data into centralized tracking sheets.
• Reduce internal administrative workload.

SOLUTION

How did you find Big Outsource?

• Online Search
• Clutch Site

Why did you select Big Outsource over others?

• High ratings
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Big Outsource assigned two dedicated administrative specialists to support our operations team. Their primary responsibility was to digitize thousands of shipment records, including bills of lading, invoices, and proof-of-delivery documents that had accumulated over time.

They carefully categorized and labeled each document, ensuring that files were searchable and logically structured within our internal storage system. In addition, they standardized our shipment reporting templates and created centralized tracking dashboards that allowed our operations team to monitor delivery statuses and documentation completion in real time.

They also implemented consistent naming conventions and data validation checks to reduce human error and improve long-term accuracy. Their work essentially transformed what had been a fragmented documentation process into a streamlined and organized digital archive.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

One of the most immediate results was the elimination of a six-month backlog of shipment documentation within the first eight weeks of engagement. This significantly improved our internal response time when clients requested documentation or verification.

Internally, we reduced administrative workload by approximately 12 hours per week, allowing our operations managers to focus more on client coordination and route optimization instead of paperwork. We also experienced fewer documentation-related delays, and the accuracy of shipment tracking data improved noticeably due to standardized reporting processes.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management was consistent and well-structured throughout the engagement. Deliverables were typically completed ahead of schedule, and weekly progress updates provided visibility into completed files and pending tasks.

Whenever documentation was unclear or required clarification, their team proactively reached out rather than making assumptions. This attention to detail minimized errors and reduced the need for revisions. Communication was reliable, and turnaround times were predictable, which made planning much easier on our side.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their consistency and attention to detail made a noticeable difference in our operational accuracy. Even repetitive administrative tasks were handled with care, and there was a clear focus on maintaining structured processes rather than simply completing tasks quickly. Over time, this consistency translated into improved internal efficiency.

Are there any areas for improvement or something Big Outsource could have done differently?

While the administrative support has been strong, it would be beneficial if they offered more proactive recommendations around automation tools or integrations with logistics management software. Exploring additional technology enhancements could further optimize the workflow.

BACKGROUND

Please describe your company and position.

I am the Development Director of Asprey Management Solutions

Describe what your company does in a single sentence.

Asprey Management Solutions develops software solutions for asset and property management that help organisations in the housing sector efficiently manage their assets, plan maintenance, and analyse data for strategic decision-making. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• We needed to reduce customer response times, manage increasing support volume, and maintain consistent service quality as our sales scaled internationally.

SOLUTION

How did you find Big Outsource?

• Online Search
• Referral

Why did you select Big Outsource over others?

• High ratings
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

They assigned a dedicated support team trained in our processes. Their responsibilities include:

Email and live chat support

Order processing assistance

Refunds and returns handling

CRM documentation

FAQ updates and workflow optimization

They also provide weekly performance reports tracking response time, resolution rate, CSAT, and open ticket backlog.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

First response time reduced by 85%

CSAT increased to 95%

Ticket backlog reduced by 70%

Improved repeat purchase rate by ~12%

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They hold weekly review meetings and provide performance dashboards. Deliverables are consistent, and staffing adjustments during high-demand periods were handled proactively.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their ability to scale quickly while maintaining quality and brand tone consistency stands out.

Are there any areas for improvement or something Big Outsource could have done differently?

Occasionally, onboarding documentation could be more structured when adding new agents, but issues were resolved quickly.