Call2Customers

BACKGROUND

Please describe your company and position.

I am the CEO of Bleach London

Describe what your company does in a single sentence.

Bleach London is a personal care brand that specializes in vibrant hair color products and innovative hair care solutions.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Call2Customers to accomplish?

• By effectively handling a large amount of inquiries, guaranteeing timely and correct responses, and raising overall customer satisfaction, we recruited Call2Customers to improve our customer service operations. Our objective was to retain consistent brand messaging while cutting down on response times and offering our consumers prompt solutions. In order to make sure that every customer felt appreciated and received excellent service, Call2Customers was also entrusted with embodying Bleach London's distinctive values in each encounter. The goal of this collaboration was to improve long-term client loyalty and expedite our support procedures.

SOLUTION

How did you find Call2Customers?

• Online Search
• Clutch Site

Why did you select Call2Customers over others?

• Great culture fit
• Good value for cost

How many teammates from Call2Customers were assigned to this project?

2-5 Employees

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

Call2Customers was in charge of overseeing the operations of our customer service contact center, processing orders, troubleshooting, and offering round-the-clock assistance for questions about our personal care goods. By providing consistent, beneficial responses, they made sure that every customer interaction matched Bleach London's brand values. The team maintained a high degree of customer satisfaction while managing a variety of consumer problems, such as product information, returns, exchanges, and complaints. Additionally, Call2Customers helped us consistently enhance the quality of our services by providing insightful information on call volumes, response times, and customer feedback.

RESULTS & FEEDBACK

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

One of the project's quantifiable results was a decrease in average response times, which facilitated a more seamless overall support experience and speedier resolution of customer issues. As more clients expressed satisfaction with the effectiveness and professionalism of our support staff, we also noticed a rise in good customer reviews. Customer retention rates also increased, suggesting that the better support service helped foster enduring loyalty. Customers frequently complimented the support staff's helpfulness and expertise, indicating that the quality of interactions remained high. We were able to monitor these advancements and guarantee continued success with the use of regular performance reports.

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

Throughout our collaboration, Call2Customers showed outstanding project management skills. They regularly met all predetermined milestones and service levels without any delays, and they delivered on schedule. Their well-organized staff made sure that all project components, including reporting, call handling, and training, were completed on time. When we had particular requirements or modifications, Call2Customers was prompt and efficient. Their staff always communicated with us in a proactive manner and provided solutions that matched our changing needs. They were adaptable and considerate of our demands, making sure we got the assistance we required to meet our business objectives, whether that involved streamlining call scripts or modifying support hours.

What was your primary form of communication with Call2Customers?

• Virtual Meeting
• Email or Messaging App

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

Their most notable aspect was their ability to blend in perfectly with the tone and values of our brand. They genuinely grasped Bleach London's philosophy and made sure that every client interaction showed our distinct style and dedication to excellence, rather than merely offering generic support. Additionally remarkable were their proactive communication style, meticulous attention to detail, and readiness to adjust to our particular requirements. Furthermore, their team's professionalism and dependability in providing excellent support, even during busy times, showed their commitment to quality and established them as a trustworthy partner for our customer service requirements.

Are there any areas for improvement or something Call2Customers could have done differently?

Although we had a very good experience with Call2Customers, we could do better at offering more proactive fixes for persistent customer problems. The client experience may have occasionally been further improved by taking a more proactive stance in spotting trends and resolving possible problems before they become common problems. Furthermore, even if the reporting and feedback were beneficial, we could have made changes more quickly if there had been more real-time insights or dashboards. All things considered, these are little recommendations because Call2Customers successfully satisfied our requirements and went above and above in many ways.

BACKGROUND

Please describe your company and position.

I am the Founder of The Female Lead

Describe what your company does in a single sentence.

The Female Lead is a non-profit organization dedicated to empowering women by celebrating their stories, achievements, and contributions across various fields.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Call2Customers to accomplish?

• We hired Call2Customers to help streamline our back-office operations and allow us to focus more on our mission of empowering and celebrating women. Their support included managing our growing database of supporters, handling essential documents for campaigns, and providing administrative assistance to improve efficiency. By taking on these tasks, they significantly reduced the workload on our team, enabling us to dedicate more time and energy to driving our initiatives forward.

SOLUTION

How did you find Call2Customers?

Referral

Why did you select Call2Customers over others?

• Pricing fit our budget
• Referred to me
• Company values aligned

How many teammates from Call2Customers were assigned to this project?

2-5 Employees

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

The scope of work involved managing critical back-office operations to support our organization's mission. Call2Customers handled tasks such as organizing and maintaining our supporter and donor database, ensuring timely processing of campaign-related documents, and providing administrative assistance to streamline day-to-day operations. Their key deliverables included accurate data management, efficient document handling, and dependable support for routine tasks, all of which played a vital role in improving our overall productivity and focus.

RESULTS & FEEDBACK

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

The project resulted in noticeable improvements in our overall efficiency and productivity. With Call2Customers managing our back-office tasks, our team had more time to focus on strategic initiatives and community outreach. The quality of our data improved significantly, ensuring smoother communication with supporters and donors. Their reliable document handling also meant fewer delays in campaigns and programs, allowing us to achieve our goals more effectively. Overall, their support made a tangible difference in how we operate and deliver on our mission.

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

Call2Customers demonstrated excellent project management throughout our collaboration. They consistently delivered tasks on time, often ahead of schedule, which made a big difference in keeping our operations running smoothly. Their team was highly responsive to our needs, quickly adapting to any changes or additional requests. Communication was seamless, and they ensured we were always informed about the progress of their work. Their professionalism and reliability gave us complete confidence in their ability to support our organization effectively.

What was your primary form of communication with Call2Customers?

• Virtual Meeting
• Email or Messaging App

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

Call2Customers's genuine commitment to understanding our unique needs as a nonprofit organization impressed us. They didn’t just complete tasks—they took the time to align their work with our mission, ensuring everything they did supported our goals. Their attention to detail, adaptability, and ability to consistently deliver high-quality results made them stand out. It truly felt like they were an extension of our team, fully invested in helping us succeed.

Are there any areas for improvement or something Call2Customers could have done differently?

Honestly, there wasn’t any area for improvement in our experience with Call2Customers. Their work was thorough, timely, and aligned perfectly with our needs. They demonstrated exceptional professionalism and adaptability throughout the project, leaving no room for anything to be done differently. Their support exceeded our expectations in every way.

BACKGROUND

Please describe your company and position.

I am the Founder and CEO of LevelUp Leads

Describe what your company does in a single sentence.

LevelUp Leads is a marketing services company that specializes in generating high-quality leads and enhancing client engagement through targeted marketing strategies.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Call2Customers to accomplish?

We hired Call2Customers to enhance our customer support quality, streamline inquiry handling, and boost lead conversions by ensuring efficient, empathetic, and knowledgeable support. With a high volume of inquiries, we needed a reliable team that could respond quickly and accurately, improving both response and resolution rates. Additionally, maintaining consistent KPI performance was crucial to upholding our operational standards and reputation. We also sought a scalable partner capable of growing with us to meet increasing demand. Call2Customers successfully met these objectives, helping us elevate our customer service and improve our overall processes.

SOLUTION

How did you find Call2Customers?

• Online Search
• Clutch Site

Why did you select Call2Customers over others?

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

How many teammates from Call2Customers were assigned to this project?

2-5 Employees

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

The scope of work for Call2Customers included comprehensive call center support for LevelUp Leads, with key deliverables focused on customer service excellence, lead generation, and performance tracking. Their team managed inbound and outbound calls, providing timely responses, addressing customer inquiries, and following up on potential leads. They implemented our customer service protocols to ensure a consistent experience, handled large volumes of calls while adhering to our performance metrics, and delivered regular reports on call metrics like response times, resolution rates, and customer feedback scores. This allowed us to monitor progress and ensure alignment with our goals for enhanced customer satisfaction and lead conversion.

RESULTS & FEEDBACK

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

The project with Call2Customers led to significant improvements across multiple areas. Customer satisfaction increased, as we saw a noticeable reduction in response times and more efficient resolution of inquiries. Lead conversion rates improved as well, with agents successfully identifying and qualifying potential clients during calls. Additionally, the consistency in meeting our performance metrics, like call handling time and customer feedback scores, indicated sustained quality in service delivery. Overall, Call2Customers helped us enhance customer loyalty, boost conversions, and streamline our customer support operations, making them an invaluable partner in our growth.

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

Call2Customers demonstrated strong project management throughout our partnership, consistently delivering on time and staying organized. They maintained clear timelines for each phase of implementation, from onboarding and training to daily operations and reporting. Their responsiveness to our needs was excellent—they adjusted quickly to any requests or changes we had, and their team was proactive in communicating updates and resolving issues. Call2Customers also held regular check-ins, allowing us to stay aligned on goals and ensure all deliverables met our expectations. Their attentive and flexible approach contributed greatly to the project’s success.

What was your primary form of communication with Call2Customers?

• Virtual Meeting
• Email or Messaging App

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

What stood out most about Call2Customers was their commitment to understanding and aligning with our brand’s values and objectives. They didn’t just follow scripts; their agents took the time to genuinely connect with our clients, which made a significant difference in customer satisfaction and loyalty. Additionally, their adaptability was remarkable—whether it was adjusting to last-minute changes or quickly scaling their team to meet demand, they showed impressive flexibility and dedication. Their personalized approach and deep focus on client relationships set them apart as a true partner rather than just a service provider.

Are there any areas for improvement or something Call2Customers could have done differently?

Our experience with Call2Customers was highly positive, and we found their service exceptional. There were no areas for improvement, as they consistently delivered outstanding support. Their effective handling of all aspects of our project demonstrated their commitment to quality. Overall, we were thoroughly impressed with their performance and the results they achieved for us.

BACKGROUND

Introduce your business and what you do there.

I’m the sales and marketing coordinator at R&D Associates.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Call2Customers?

We needed help with our telemarketing efforts for our local market, so we hired Call2Customers.

SOLUTION

What was the scope of their involvement?

Call2Customers provides telemarketing services. They call prospective clients and set them up for an appointment with one of our salespersons.

What is the team composition?

We started with three telemarketers, but we only have one now, as we’ve been working at a slow pace. After a few months, we may hire more resources again. 

We have one point of contact from Call2Customers.

How did you come to work with Call2Customers?

I found them through searching on Google for call service providers near us. 

How much have you invested with them?

So far, we have spent $7,000.

What is the status of this engagement?

We started working together in September 2020 and it’s ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Since working with Call2Customers, we obtained six new clients. 

How did Call2Customers perform from a project management standpoint?

Their project management is excellent. We communicate with their team leader who takes care of daily tasks and feedback. They’re very transparent. The owner has even come on the call if required. We connect through email, phone, and WhatsApp.

What did you find most impressive about them?

Call2Customers provides good service, and they hit their KPIs and timelines. They accommodate our reporting requirements as well. We don’t encounter communication issues since they’re always available.

Are there any areas they could improve?

I can’t think of anything for them to improve. They’re good. 

Do you have any advice for potential customers?

We definitely recommend Call2Customers to anyone who needs telemarketing services. 

BACKGROUND

Introduce your business and what you do there.

I’m the general manager at a freight forwarding company. We are a cargo import and export business based in Kuwait.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Call2Customers?

We needed B2B telemarketing services.

SOLUTION

What was the scope of their involvement?

Call2Customers delivers outsourced call center services. My company provides software, and Call2Customers recruits the staff. We have established a VPN between our two companies.

What is the team composition?

I wanted to see what the trials and problems were that we faced, overcome it with one person, and then increase the size of the team from there.

How did you come to work with Call2Customers?

I researched many call centers and chose Call2Customers. They responded quickly, and I liked being able to talk directly to the owner.

How much have you invested with them?

At first, we paid $600 per agent each month.

What is the status of this engagement?

We started working together in March 2019, and the work is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

In dealing with them as a company, I give them an eight out of ten, but my general rating would be a three.

How did Call2Customers perform from a project management standpoint?

Call2Customers handles a lot of work, and they are very cooperative. I manage the entire engagement. Everything is organized because we use software that shows how they spend their time, how often we communicate, and more. I listen to the recorded calls to check for quality control, and I provide feedback. They lack this type of QC infrastructure.

What did you find most impressive about them?

They’re attentive. The owner is reachable and listens to everything. I give him the requirements, and he makes sure it gets done.  

Are there any areas they could improve?

Call2Customers didn't have a script, so their agents weren't touching on crucial points in the calls. I asked them to develop a script using a checklist I provided, but they didn’t. I had to contact other people to create the script.

Call2Customers doesn't know how to move forward with a project. I have to pursue research and give them requirements, but they should do that. When they face a problem, they should tell me; I shouldn’t have to tell them. I’d like them to make suggestions on how to get the best results.

Do you have any advice for potential customers?

If we say something to them, they’ll listen and try to do it. They have no ideas or expertise of their own.

BACKGROUND

Introduce your business and what you do there. 

I'm the owner of HHC Consulting Inc.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Call2Customers? 

I needed an outsource service that wasn’t too expensive. I wanted 4–5 employees to help promote my company through telemarketing.

SOLUTION

What was the scope of their involvement? 

Call2Customers started by making phone calls to businesses to tell them about our consultants and the services we provide. I did have to provide them some training, insight about my business, and how things work. They added their own learnings based on their experience. They also developed the phone script themselves and sent it to me for review. They use a dialer to generate contacts. Now they’re doing additional work on my website.

What is the team composition? 

Their team consists of 4 telemarketers and one team leader. 

How did you come to work with Call2Customers? 

I found them on Google. They were the most cost-efficient option. The best part was they answered my call right away, even with the time difference between here and India. Many of the other companies I called didn’t answer their phones. That made me feel that Call2Customers was the one who wanted my business. I was pleased with our conversation so I decided to move forward.

How much have you invested with them? 

I spend around $3,000 per month. 

What is the status of this engagement? 

Work began in June 2018 and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

They have a system where they generate leads and then send them to me. That's how we analyze success. For the first 2–3 months, I was concerned because I would follow up on their leads and not get a response. We started listening to the recordings of their conversations to ensure that and doing other QA activities. After the first few months, we're getting around 7–8 people interested from every 10 leads they generate. That’s a notable number. They're doing amazing. 

How did Call2Customers perform from a project management standpoint? 

Their team is pretty good. Initially, we had to make some adjustments, in part because it was our first time doing a project like this. We had to figure out problem-solving techniques for how to increase our numbers. It really helped when we started listening to the recordings. We were able to hear how they were talking to potential clients and make small changes. Call2Customers grasps changes easily, which is good. Our team leader listens to us very carefully and translates our instructions back to the team. 

What did you find most impressive about them? 

Call2Customers has a solid knowledge of the American market. They understand my requirements and how to approach marketing teams over here. They’ve even made good suggestions on how I can grow my business. It shows that they care about their work enough to do additional research. 

Are there any areas they could improve? 

No, I don't think so at this moment. I'm pretty satisfied. After the first three months, they implemented the things that needed to change. The only other small concern is that sometimes the holidays in India conflict with regular work days in the US. They’re trying to figure out a way to accommodate my schedule.

Do you have any advice for potential customers? 

Take advantage of their willingness to do business development research. That's been a big help. Anybody can make phone calls and follow a script. Call2Customers can use their knowledge of your business to talk to customers.

BACKGROUND

Please describe your company and position.

I am the CEO and Founder of SalesAR

Describe what your company does in a single sentence.

SalesAR is a marketing firm that specializes in developing and executing innovative sales and marketing strategies to help businesses increase their revenue and market presence.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Call2Customers to accomplish?

• We engaged Call2Customers to address several key objectives for our marketing firm. We aimed to improve our customer response times, particularly outside regular business hours, and increase our lead generation by converting more inbound calls into qualified prospects. Enhancing overall customer satisfaction was a priority, as was finding a scalable solution to handle our growing call volumes without compromising service quality. Additionally, we sought to free up our internal team to focus on core marketing strategies rather than managing high call volumes. Call2Customers has successfully helped us achieve these goals, providing 24/7 availability, industry expertise, and high-quality service that has resulted in improved response times, increased lead conversion, higher customer satisfaction, and better scalability. This partnership has allowed us to concentrate on our primary marketing services while ensuring professional handling of all customer interactions.

SOLUTION

How did you find Call2Customers?

Referral

Why did you select Call2Customers over others?

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

How many teammates from Call2Customers were assigned to this project?

2-5 Employees

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

Call2Customers provided comprehensive call center services for SalesAR, handling inbound inquiries, lead qualification, and outbound follow-ups. They implemented 24/7 support, managed multiple communication channels, and integrated with our CRM system. Key deliverables included detailed call logs, lead reports, customer feedback, and performance metrics. They also offered valuable customer insights for our marketing strategies. Throughout the engagement, Call2Customers maintained our brand standards, effectively extending our team's capabilities in customer service and lead generation.

RESULTS & FEEDBACK

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

Our partnership with Call2Customers yielded several measurable outcomes that clearly demonstrated success. We saw significant improvements in response times to customer inquiries, especially outside regular business hours. There was a notable increase in qualified leads generated from inbound calls, along with higher conversion rates from leads to clients. Our customer satisfaction scores improved, as evidenced by post-interaction surveys. We effectively expanded our service availability to 24/7, increasing accessibility for clients and prospects. Call2Customers successfully managed higher call volumes without compromising quality, supporting our growth. Our in-house team reported spending less time on call management and more on core marketing tasks. Additionally, we gained access to more comprehensive customer interaction data, enhancing our marketing strategies. These tangible outcomes validated our decision to partner with Call2Customers for our call center needs, showing clear progress and success in improving our customer service and lead generation capabilities.

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

Call2Customers demonstrated exceptional project management throughout our engagement. They consistently delivered on their commitments, meeting agreed-upon deadlines for implementation, reporting, and service level agreements. Their team was highly responsive to our needs, often anticipating challenges before they arose. They maintained open lines of communication, providing regular updates and promptly addressing any concerns we raised. Their flexibility was particularly noteworthy; when we needed to adjust our service requirements or reporting formats, they quickly adapted to accommodate our requests. They also proactively suggested improvements based on their observations and industry best practices. Their project management approach included clear milestone tracking, transparent performance metrics, and a dedicated account manager who served as our main point of contact. This ensured smooth coordination and alignment with our business objectives. Overall, Call2Customers' project management was characterized by reliability, adaptability, and a strong customer-centric focus, which significantly contributed to the success of our partnership.

What was your primary form of communication with Call2Customers?

• Virtual Meeting
• Email or Messaging App

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

Call2Customers impressed us with their seamless integration into our operations and their innovative approach to call center services. Their deep understanding of our industry and tailored solutions aligned perfectly with our brand voice and customer engagement strategy. The use of advanced AI-powered technology for call routing and analytics provided personalized customer interactions and valuable insights. Their commitment to continuous improvement was evident in their regular data-driven recommendations. The extensive training of their agents resulted in knowledgeable and professional handling of complex inquiries. Call2Customers demonstrated exceptional flexibility and scalability, adjusting their resources to match our fluctuating needs. Overall, they proved to be more than a service provider, acting as a true partner invested in our success. Their combination of industry expertise, cutting-edge technology, and customer-centric approach distinguished them in the call center services market.

Are there any areas for improvement or something Call2Customers could have done differently?

Our experience with Call2Customers was outstanding, with no notable areas for improvement. They excelled in all aspects of their service, from efficient onboarding and seamless system integration to consistent high-quality support, even during peak hours. Their reporting tools, multilingual capabilities, and omnichannel services met our needs perfectly. Call2Customers demonstrated a proactive approach to service enhancement and was highly responsive to our feedback. Their commitment to excellence and our success was evident throughout our partnership, solidifying their position as an exemplary call center service provider.

BACKGROUND

Please describe your company and position.

I am the Founder of Khan Academy

Describe what your company does in a single sentence.

Khan Academy is a non-profit educational platform that provides free, high-quality learning resources and courses for students, teachers, and lifelong learners worldwide.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Call2Customers to accomplish?

• We hired Call2Customers with the specific goals of streamlining our administrative processes, improving data management accuracy, and enhancing overall operational efficiency. Given our focus on delivering educational content, we needed a reliable partner to handle time-consuming back-office tasks such as data processing, documentation, and record-keeping. By outsourcing these functions to Call2Customers, we aimed to free up our internal team’s resources, allowing us to dedicate more time and energy to our core mission of creating accessible, high-quality educational materials for our users.

SOLUTION

How did you find Call2Customers?

Referral

Why did you select Call2Customers over others?

• Pricing fit our budget
• Referred to me
• Company values aligned

How many teammates from Call2Customers were assigned to this project?

2-5 Employees

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

The scope of work for Call2Customers involved comprehensive back-office support for Khan Academy, focusing on data management, documentation, and administrative tasks. Key deliverables included accurate data processing, maintenance of detailed records, and efficient handling of documentation to support our operations. Call2Customers took charge of organizing and updating records, streamlining reporting processes, and managing routine administrative functions. Their work allowed us to maintain operational efficiency, stay organized, and focus on content development, all while ensuring error-free and timely support for our internal teams.

RESULTS & FEEDBACK

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

The partnership with Call2Customers led to noticeable improvements in operational efficiency, with smoother data handling and reduced administrative bottlenecks. Their accurate and timely processing significantly decreased the frequency of errors, enabling quicker access to reliable information. This enhanced our team’s productivity, as they could focus more on core educational initiatives rather than routine back-office tasks. The quality of record-keeping and documentation support also improved, which strengthened our overall workflow and helped us maintain seamless, organized operations.

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

Call2Customers demonstrated excellent project management, consistently delivering items on time and maintaining organized workflows. They were proactive in aligning their schedules with our requirements, ensuring that all tasks were completed within the agreed timelines. Their responsiveness to our needs was exceptional—any adjustments or specific requests we had were quickly addressed, and their team maintained clear and open communication throughout the project. This attentive and flexible approach made it easy to collaborate and contributed to the overall success of the project.

What was your primary form of communication with Call2Customers?

• Virtual Meeting
• Email or Messaging App

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

What impressed us most about Call2Customers was their genuine dedication to understanding and aligning with our specific operational needs. They didn’t just complete tasks—they took the time to integrate seamlessly into our workflow, ensuring that their support felt like a natural extension of our team. Their attention to detail and commitment to maintaining accuracy in every task was unique, and they consistently went above and beyond to adapt to our evolving requirements. This level of personalized service and reliability set them apart as a truly exceptional partner.

Are there any areas for improvement or something Call2Customers could have done differently?

Our experience with Call2Customers was outstanding, and there were no areas for improvement. Their commitment to quality, responsiveness, and adaptability met all our expectations, making them an invaluable partner in achieving our operational goals. We were thoroughly satisfied with their service and the impact they had on our workflow.

BACKGROUND

Introduce your business and what you do there.

I work as the deputy general manager of production operations at CoolBoots Media Private, a company located in India.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Call2Customers?

We hired Call2Customers to provide customer care services for our clients.

SOLUTION

What was the scope of their involvement?

Initially, we provided Call2Customers with our requirements, which basically were making about 300–400 calls per day, for which we required 5–10 agents to do the work. Then, we had a five-day training program for the agents, during which we had demo calls with them. After that, it took us about a week to set up the entire process, provide them with a product download, and create the scripts. After the onboarding process, we had a couple of sessions with Call2Customers to finetune the scripts.

What is the status of the engagement?

Our main point of contact was the team lead, and he worked with five agents.

How did you come to work with Call2Customers?

We were looking for call centers based in North India because our client base is from there. We came across 13 different call centers, and we decided to work with Call2Customers.

How much have you invested with them?

We spent close to 1.5 million INR (approximately ($18,000 USD) on the project.

What is the status of the engagement?

We kicked off the partnership in December 2021, and the project ended in September 2022.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Throughout our engagement, Call2Customers implemented the feedback we gave them immediately. Thanks to this, the results were great.

How did Call2Customers perform from a project management standpoint?

Call2Customers’ entire team performed well. Initially, they offered to work in-house, but we opted to work remotely. Throughout our engagement, we shared our database with them daily, and they provided us with reports. We also had weekly meetings where they provided us with project insights. We mainly communicated via email, phone, Zoom, and Google Meet.

What did you find most impressive about them?

Call2Customers demonstrated excellent project management skills.

Are there any areas they could improve?

The tool that Call2Customers uses could be upgraded to accommodate their client’s particular needs.

Any advice for potential customers?

Prepare a script and outline the key parameters so that you don’t lose time initially.