CallTree BPO

BACKGROUND

Introduce your business and what you do there.

I’m the president of Legal Aid Processing. We’re a legal assistant document processing company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with CallTree BPO?

They’re handling some of the customer support and back-office support.

SOLUTION

What was the scope of their involvement? 

We’ve hired a back-office team through CallTree BPO that provides customer service to the attorneys that we work with. 

When I reached out to them, they went over the process with me and onboarded my company. It took about 45 days to set up my campaign, and we went from there. 

They charge a certain hourly rate for an individual or team of 10. The teammates handle client intake and manage inquiries from existing clients of the law firm. 

What is the team composition?

I have direct access to my main point of contact and the operating manager of the call center. We’ve had about 25 call center representatives.

How did you come to work with CallTree BPO?

I heard they had a good reputation. One of my friends referred me to them at an expo in Las Vegas.

How much have you invested in them?

We’ve spent over $460,000 at this point.

What is the status of this engagement?

We began working with them in Q2 of 2022, and the partnership is ongoing.

RESULTS & FEEDBACK

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

CallTree BPO knows exactly who to hire and how to put teams together in a timely manner. They’re very patient and attentive to their client’s needs. 

Their employees are happy because CallTree BPO treats them well. We can tell by talking to the employees that their spirits are always up.

How did CallTree BPO perform from a project management standpoint?

Their project management skills are very good. They're well-organized and they’ve met deadlines every time.

What did you find most impressive about them?

CallTree BPO can handle any size business, whether five, 10, or 100 employees. If I want to start a business, I can hire them to help. 

Are there any areas they could improve?

No.

Do you have any advice for potential customers?

Make sure you go over all your goals with CallTree BPO.

BACKGROUND

Introduce your business and what you do there.

I’m the president of a debt settlement company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with CallTree BPO?

We needed help finding and hiring employees in the midst of the COVID-19 pandemic.

SOLUTION

What was the scope of their involvement?

CallTree BPO is my primary outsourcing partner that I use to supplement my sales and backend department. They create strategic campaigns to acquire high-quality professionals we can onboard to our company.

What is the team composition?

I’m mainly in contact with the HR director and team leader.

How did you come to work with CallTree BPO?

We came across their company through Google.

How much have you invested with them?

We’ve invested over $300,000.

What is the status of this engagement?

Our ongoing partnership started in May 2021.

RESULTS & FEEDBACK

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

Working with CallTree BPO helps me significantly cut operational costs and thanks to their expertise, our customer service has improved dramatically.

How did CallTree BPO perform from a project management standpoint?

We utilize our own CRM as our main project management tool and delegated access for them to use it. As for communications, we usually interact through Zoom and Google Workspace.

What did you find most impressive about them?

We’re impressed with their responsiveness and how they’re able to take the time to fully understand our needs before transitioning.

We trust them to provide us with a personalized solution to ensure that our outsourced employees are trained and managed properly.

Are there any areas they could improve?

Everything has been great so I can’t think of anything they could improve on.

Do you have any advice for potential customers?

Make sure you outline what your process entails and have a training program set up and ready.