ContactPoint 360

BACKGROUND

Please describe your company and position.

I am the Outreach Expert of linkbuilding.company

Describe what your company does in a single sentence.

ContactPoint360 is a global customer experience and outsourcing company based in Toronto, Canada, providing CX, BPO, and digital transformation services.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ContactPoint360 to accomplish?

• Improve overall customer experience and support response times.
• Set up a scalable call center team to handle peak customer volumes.
• Streamline back-office tasks so our internal team can focus on core business.

SOLUTION

How did you find ContactPoint360?

• Online Search
• industry recommendations

Why did you select ContactPoint360 over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from ContactPoint360 were assigned to this project?

6-10 Employees

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

ContactPoint360 handled both inbound and outbound customer support, managed chat and email queries, and provided back-office support for data entry and reporting. They also helped us scale quickly by training new agents, ensuring quality assurance, and maintaining performance metrics.

RESULTS & FEEDBACK

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

We saw a significant improvement in our customer satisfaction scores, reduced response times, and better handling of high-volume periods. Their reporting made it easy to track KPIs month over month.

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

Their project management was excellent. They delivered everything on time, were proactive in updates, and quick to adapt when we needed changes.

What was your primary form of communication with ContactPoint360?

• Virtual Meeting
• Email or Messaging App

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

Their ability to scale quickly without compromising quality stood out. The team culture and professionalism also made collaboration smooth.

Are there any areas for improvement or something ContactPoint360 could have done differently?

Nothing major , occasionally, reporting formats could be simplified, but overall, they did an excellent job.

BACKGROUND

Please describe your company and position.

I am the Link building of threecomet.com

Describe what your company does in a single sentence.

We help businesses grow their online presence through high-quality backlinks and strategic outreach.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ContactPoint 360 to accomplish?

• Bring in a dependable outsourced team to manage daily customer conversations.
• Bring in a dependable outsourced team to manage daily customer conversations.
• Q1: What specific goals or objectives did you hire ContactPoint360 to accomplish? Goal 1: Improve our customer support capacity so we could handle higher volumes without delays. Goal 2: Bring in a dependable outsourced team to manage daily customer conversations. Goal 3: Reduce internal workload by delegating routine back-office processes. Q2: What was the timeline of this project? We partnered with ContactPoint360 around mid last year, and the work has been ongoing since then. The initial onboarding and transition phase took about four weeks. Q3: How much money have you spent/invested in this project? (Confidential) The investment was reasonable and aligned well with what we had planned for outsourcing support. Q4: What services did ContactPoint360 provide during this project? · Call Center Services · Customer Service Outsourcing · Back Office Outsourcing Q5: Select any additional tags that applied to this project: · Sales Outsourcing · Multichannel Support Q6: Describe the scope of work in detail. Please include a summary of key deliverables. The team handled our customer calls, chats, and emails, along with a portion of our administrative work. They were responsible for training new agents, maintaining service quality, and providing regular reports on performance and customer experience metrics. Q7: How did you find ContactPoint360? We came across them during our search for reliable BPO partners and reviewed their case studies and client portfolio before reaching out. Q8: Why did you select ContactPoint360 over others? · Strong industry experience · Transparent pricing · Smooth communication during discussions · Good cultural alignment and flexibility Q9: How many teammates from ContactPoint360 were assigned to this project? Around 6–10 team members, including both agents and support staff. Q10: What was your primary form of communication with ContactPoint360? Mostly virtual meetings for coordination and email for day-to-day updates. Q11: What were the measurable outcomes from the project that demonstrate progress or success? We saw better customer handling times, improved satisfaction ratings, and fewer escalations. The consistency in service was a clear improvement. Q12: Describe their project management. Did they deliver items on time? How did they respond to your needs? Their project management was structured and dependable. Tasks were completed on schedule, and the team was quick to respond whenever we needed adjustments or additional support. Q13: What did you find most impressive or unique about this company? Their ability to adapt quickly and their focus on maintaining quality stood out. They communicated clearly and always kept us updated, which made the collaboration easy. Q14: Are there any areas for improvement or something ContactPoint360 could have done differently? Nothing major to point out. A little more detail in the weekly reports would be helpful, but the overall experience has been very positive.

SOLUTION

How did you find ContactPoint 360?

Online Search

Why did you select ContactPoint 360 over others?

Pricing fit our budget

How many teammates from ContactPoint 360 were assigned to this project?

6-10 Employees

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

The team handled our customer calls, chats, and emails, along with a portion of our administrative work. They were responsible for training new agents, maintaining service quality, and providing regular reports on performance and customer experience metrics.

RESULTS & FEEDBACK

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

We saw better customer handling times, improved satisfaction ratings, and fewer escalations. The consistency in service was a clear improvement.

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

Their project management was structured and dependable. Tasks were completed on schedule, and the team was quick to respond whenever we needed adjustments or additional support.

What was your primary form of communication with ContactPoint 360?

Virtual Meeting

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

Their ability to adapt quickly and their focus on maintaining quality stood out. They communicated clearly and always kept us updated, which made the collaboration easy.

Are there any areas for improvement or something ContactPoint 360 could have done differently?

Nothing major to point out. A little more detail in the weekly reports would be helpful, but the overall experience has been very positive.