Complete Call Solutions

BACKGROUND

Please describe your company and your position there.

I’m the product manager of FormFree, a financial technologies company that specializes in asset verification in the mortgage industry.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Complete Call Solutions?

We needed Tier I support for our core product, so we reached out to Complete Call Solutions. They needed to provide the following services to our end users: fix reports, answer questions, and complete setup.

What were your goals for this project?

We wanted Complete Call Solutions to support our customers with quick responses, exceptional service, the ability to scale, and hourly flexibility.

SOLUTION

How did you select this vendor?

This vendor met our needs for minimums and scalability.

Describe the project in detail.

Complete Call Solutions provided frontline support. Responsibilities included answering basic questions, escalating calls when necessary, and organizing responses.

What was the team composition?

The team included one account manager, one team lead for Tier I support, and multiple resources who onboarded and offboarded as necessary.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The project was somewhat successful. Our team had difficulty getting the visibility we needed for compliance to satisfy some of our clients. The initial implementation created challenges with tracking, but that issue was definitely on us. If their team lead was not on, the quality of the responses suffered.

How effective was the workflow between your team and theirs?

The initial setup did not have the documentation their team needed. Complete Call Solutions was not completely effective because they lacked the information they should have had on our product, workflows, escalation path, and tracking.

What did you find most impressive about this company?

Despite initial challenges, the team did a fantastic job. They were timely and responsive, even with the tough issues. We appreciated their level of service.

Are there any areas for improvement?

The team should have informed us about best practices for setting up their service. That information would have created a more seamless experience. Instead, we had to figure things out as went. Some Tier I support responses were unacceptable, regardless of the situation. Complete Call Solutions needed to communicate with our team more to answer our end users’ questions without guessing.

BACKGROUND

Introduce your business and what you do there.

I’m the customer happiness manager for a virtual weight management and diabetes prevention company. We offer virtual coaching, and I manage our Tier 1 and Tier 2 call center associates.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Complete Call Solutions?

Our volume was increasing, and we didn’t have the resources to cover our phones. We needed more people to work more shifts in the call center.

SOLUTION

What was the scope of their involvement?

Complete Call Solutions provided an in-house and onshore solution to our call center needs. They offered numerous features, including voicemail to email and different levels of reporting options. We trained them on our services and script, and they began within a few weeks.

What is the team composition?

The account manager was our main point of contact, and we had a team of about six Tier 1 employees.

How did you come to work with Complete Call Solutions?

Our previous call center was remote, and it didn’t work out. We began looking for onshore in-house services, and an employee recommended Complete Call Solutions.

How much have you invested with them?

We’ve spent about $75,000 over the past three years.

What is the status of this engagement?

We’ve been partners since June 2015.

RESULTS & FEEDBACK

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

They consistently meet their service-level agreements, and we’ve seen our number of support cases increase. That wouldn’t have been possible without Complete Call Solutions. They’ve helped us scale our business, and they’re incredibly patient with our customers. Many callers have little experience with technology, and Complete Call Solutions always treats them respectfully.

How did Complete Call Solutions perform from a project management standpoint?

We trained their associates for about two weeks and now provide ongoing training on a monthly basis. We have weekly calls, but they’re willing to meet whenever we need. They have a quick turnaround time, and I’m always able to reach them. They do monthly QA testing to maintain quality.

What did you find most impressive about them?

They’ve allowed us to scale our company, providing the services we need. They can help us with all our technology concerns, which has been a great improvement from our last partner.

Are there any areas they could improve?

I’d appreciate more connected features within our shared environment.

Do you have any advice for future clients of theirs?

Have the content and training materials prepared and make sure you stay engaged with them.

BACKGROUND

Please describe your company and your position there.

I’m a technical support engineer at Limeade. It’s a SaaS company that offers a platform that encourages employee engagement by improving well-being and strengthening workplace culture.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Complete Call Solutions?

We needed a team that understood our software and could easily communicate with our users. They needed to be able to solve issues and convey information in an accessible way.

What were your goals for this project?

We have an internal support team to assist our users, but we decided to outsource a call center to handle simple issues like resetting a password and other administrative questions. Basically, we wanted to put a “tier 1” support team in place, saving our internal resources for more advanced or urgent issues.

SOLUTION

How did you select this vendor?

I wasn’t part of the selection process, but the company considered a few candidates.

Describe the project in detail.

Complete Call Solutions handles surface-level customer service. They help our users complete basic administrative tasks like resetting passwords.

What was the team composition?

We had about 10–12 resources from Complete Call Solutions.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

It’s been a very successful partnership. We continue to renew our contract with them.

How effective was the workflow between your team and theirs?

We meet weekly to discuss any open cases and chat through our ticketing queue, addressing any issues that arise.

What did you find most impressive about this company?

Jackie (Account Manager, Complete Call Solutions) and Shelia (Support Coordinator, Complete Call Solutions) are fantastic, but the entire team is great. They quickly learned the specifics of our software and processes so that they could efficiently help our users.

Are there any areas for improvement?

I can’t think of anything.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

We get calls from customers and need to be able to help them.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

We were averaging 200 phone calls daily.

What challenge were you trying to address with the service provider?

Our focus was to provide continuous support to our customers.

SOLUTION

What was the scope of the service provider's involvement?

They process customer complaints and concerns.

Could you describe the pricing structure and how they billed you?

I am not entirely sure about this.

How did you come to work with this service provider?

We found them after searching online.

How would you assess the service provider for answering calls, customer service, and communication?

They are quick to respond.

How much time, in hours, does this service provider save you each month?

in terms of money, perhaps $500 a month.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They’ve helped our business become more efficient and increase productivity.

What are the service provider's strengths?

They have great prices.

How can the service provider improve?

Their frequency of support.

How long has your company been working with this service provider?

We’ve been working together since 2015.

How much money do you spend annually with this service provider?

It’s in the ranges of $200,000 to $999,999 each year.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

We wanted to continue the growth of our business.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

About 60% or more of the calls are inbound.

What challenge were you trying to address with the service provider?

Ultimately, business growth.

SOLUTION

What was the scope of the service provider's involvement?

They do customer calls, appointment scheduling, and billing.

Could you describe the pricing structure and how they billed you?

I do not have access to that information.

How did you come to work with this service provider?

This is above my knowledge.

How would you assess the service provider for answering calls, customer service, and communication?

It is fair.

How much time, in hours, does this service provider save you each month?

I do not know.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

It is quite efficient to our business.

What are the service provider's strengths?

Their reliability.

How can the service provider improve?

Call transferring.

How long has your company been working with this service provider?

I am not sure.

How much money do you spend annually with this service provider?

Less than $10,000

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

Seems to be guaranteed that we'll always receive inbound calls.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

About 25,000 inbound calls.

What challenge were you trying to address with the service provider?

Better customer support and increased security

SOLUTION

What was the scope of the service provider's involvement?

A good and standardize customer phone support service.

Could you describe the pricing structure and how they billed you?

I don't know that information.

How did you come to work with this service provider?

I don't know that information.

How would you assess the service provider for answering calls, customer service, and communication?

I would give them an 8/10, as they offer excellent service.

How much time, in hours, does this service provider save you each month?

I don't know that information.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

Always meet expectations with maximum excellence.

What are the service provider's strengths?

Good support and good security.

How can the service provider improve?

I don't know that information.

How long has your company been working with this service provider?

4 years.

How much money do you spend annually with this service provider?

$200,000 to $999,999.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

Our customers are our life blood, but there are times we cannot handle the call volume. With inbound services we are able to handle it seamlessly.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

45.

What challenge were you trying to address with the service provider?

They help us with our customer care, setting appointments, and problem solving, or at least enabling the customer to reach who they need to solve their problem.

SOLUTION

What was the scope of the service provider's involvement?

They help with building a call flow, setting our hours of operation, developing customized reports, and recording introduction and hold messages. They also set hold times with custom or generic hold music and handle voicemail options and boxes, IVR options, and off-site routing of calls.

Could you describe the pricing structure and how they billed you?

We use them four months out of the year and they bill us monthly.

How did you come to work with this service provider?

We had a recommendation from a colleague.

How would you assess the service provider for answering calls, customer service, and communication?

They handle this very professionally. The customers do not realize they are not talking directly to us because they are handled with care and their needs are handled in a timely manner.

How much time, in hours, does this service provider save you each month?

I don't know if I can estimate this. They are such an incredible help to our company. We see them as an extension of our company.

How much money does this service provider save you each month?

Probably thousands, plus they really help in retention of customers as well as increasing our customer base.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They provide consistency, speed, and accuracy to build rapport with our customer base. It takes the pressure off our company during our busy seasons to ensure our clientele is well taken care of.

What are the service provider's strengths?

Their customized approach makes support worry free.

How can the service provider improve?

I actually cannot think of anything. We are very happy and satisfied with the services they offer.

How long has your company been working with this service provider?

2013 - Ongoing.

How much money do you spend annually with this service provider?

I prefer not to answer.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

A lot of our customers call after hours and wants to order items. Established customers leave their information and we handle it the next business day.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

About 45%.

What challenge were you trying to address with the service provider?

The goal was to help us to be there for our customers at all times.

SOLUTION

What was the scope of the service provider's involvement?

They help with processing our orders, especially after-hours orders. They also help with answering the customer calls when we are busy.

Could you describe the pricing structure and how they billed you?

I have a package deal and I decided to sign a two-year contract. They gave me a extra discount because I signed it.

How did you come to work with this service provider?

A former employer recommended them. I did research on them after that.

How would you assess the service provider for answering calls, customer service, and communication?

They respond quickly and orders are correct. So far all deadlines have been met.

How much time, in hours, does this service provider save you each month?

I would estimate about 40-50. It might be more, but this is a rough estimate.

How much money does this service provider save you each month?

About $2,200- $5,000 a month, I guess.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

I really cannot see my business functioning without them. Before I signed on with them, I was stressed, trying to do everything myself. I was double checking behind everyone. Now I can relax some and enjoy my business more. It took some months after signing before I could do that.

What are the service provider's strengths?

They are good at engaging with my customers. They are so knowledgeable about my business. That is a strong point.

How can the service provider improve?

Wow, I don't see anything. Just keep doing the great work that they do.

How long has your company been working with this service provider?

Jan. 2016 - Ongoing.

How much money do you spend annually with this service provider?

$5,000 to $9,999.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

It's easy and and much-needed for our company to do great business.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

100,000

What challenge were you trying to address with the service provider?

Our goal was to make sure we had the best possible solutions.

SOLUTION

What was the scope of the service provider's involvement?

They provide solutions for every possible issue we may have.

Could you describe the pricing structure and how they billed you?

I'm not sure what the structure is, but the bill is always low.

How did you come to work with this service provider?

A co-worker suggested their service.

How would you assess the service provider for answering calls, customer service, and communication?

They always respond quickly and efficiently.

How much time, in hours, does this service provider save you each month?

100.

How much money does this service provider save you each month?

Thousands of dollars.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They always have great customer service.

What are the service provider's strengths?

They have great customer service.

How can the service provider improve?

I have no suggestions at this time.

How long has your company been working with this service provider?

Ongoing.

How much money do you spend annually with this service provider?

$10,000,000+.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

It helps us provide the service requests we need in-house.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

We usually have a high daily volume.

What challenge were you trying to address with the service provider?

Our goals were to help ensure everyone's requests are answered.

SOLUTION

What was the scope of the service provider's involvement?

They are doing a great job at their tasks.

Could you describe the pricing structure and how they billed you?

Their price is based on the amount of service they provide.

How did you come to work with this service provider?

I was referred to them by a family friend.

How would you assess the service provider for answering calls, customer service, and communication?

They answer with exactly what I want them to do.

How much time, in hours, does this service provider save you each month?

300.

How much money does this service provider save you each month?

$100 per month.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

There are no real metrics to measure their success.

What are the service provider's strengths?

They help my business.

How can the service provider improve?

There are no areas for improvement.

How long has your company been working with this service provider?

2016 - Ongoing.

How much money do you spend annually with this service provider?

$200,000 to $999,999.