The Contact Company

BACKGROUND

Introduce your business and what you do there.

I am the operations director at YouView, a revolutionary television platform that provides live and On Demand entertainment at our viewers’ convenience.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with The Contact Company?

With the increasing success of our broadcasting platform, it was imperative to set up a scalable support center to handle our growing customer needs. 

SOLUTION

What was the scope of their involvement?

The Contact Company provides 24/7 sales and technical support via phone, email, and social media. They also interact with customers on our website through our forum and live chat plugin. The onboarding process included tooling, product training, daily KPIs, and general account management tasks. 

What is the team composition?

Each shift has a team leader who oversees a group of customer support representatives. The size of the team expands during peak hours.

How did you come to work with The Contact Company?

We ran a bid program to evaluate five potential customer support vendors on their pricing and quality of service. In addition to having the most value-based pricing, The Contact Company was the only company to offer an impressive company culture, agility, product understanding, and executive engagement.

How much have you invested with them?

To date, we have spent less than $1,000,000 for their services.

What is the status of this engagement?

They started working with us in October 2014, and we plan to continue the partnership until October 2019.

RESULTS & FEEDBACK

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

The Contact Company easily surpassed our goal for 80% customer satisfaction. Our customers are constantly sending feedback about their positive engagements with their support representatives.

How did The Contact Company perform from a project management standpoint?

We share the same SaaS tools, which made the onboarding process incredibly smooth. Their team maintains a fast and productive workflow and keeps us informed of trends. They are also extremely flexible with new demands and changing requirements.

What did you find most impressive about them?

Their positive company culture is undoubtedly their greatest strength. Despite being an outsourced vendor, they are dedicated to our goal of maximum customer satisfaction.

Are there any areas they could improve?

From our perspective, there are no areas of concern.

BACKGROUND

Please describe your company and your position there.

I’m the chairman of Great Little Trading Co., an online retailer for children’s toys and products based in the UK.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Contact Company?

We engaged The Contact Company for call center services.

What were your goals for this project?

We wanted cost-effective, high-quality customer service that reflects our high-end brand.

SOLUTION

How did you select this vendor?

We reviewed several firms on the market and scored each operator against our key requirements. The Contact Company stood out from the competition.

Describe the project in detail.

The Contact Company provides call services and customer support for our company.

What was the team composition?

We work with a project manager and a head of operations.

RESULTS & FEEDBACK

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

The Contact Company deliver excellent results, which is we’ve worked with them for several years.

How effective was the workflow between your team and theirs?

Our collaboration has been seamless. The team delivers timely reports and solutions as needed.

What did you find most impressive about this company?

Their team is committed to transparency and finding ways to address any obstacle that we meet.

Are there any areas for improvement?

No, we’re highly satisfied with their work.