ContactWorks

BACKGROUND

Please describe your company and position.

I am the CEO/President of Brohawk Solutions, LLC

Describe what your company does in a single sentence.

Brohawk Solutions, LLC assists companies align their people strategies, operational strategies, and technology strategies to create a better employee experience, ultimately leading to a more positive customer experience.

OPPORTUNITY / CHALLENGE

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

• Help a client source a reputable Outsource partner that could align with their organizational objectives within their budget.

SOLUTION

How did you find ContactWorks?

Industry Associate

Why did you select ContactWorks over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned
• Strong Reputation and Leadership

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

Provide 24/7 customer support with a focus on customer/member support during business hours and answering services for after-hour support.

Needed to maintain Inbound SLA's of 80/60 and QA scores above 85% with less than a 5% abandoned rate.

RESULTS & FEEDBACK

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

Contact Works consistently met or exceeded all project goals and we were able to successfully expand our relationship with the CW team.

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

Meeting with the ContactWorks leadership team was a truly collaborative experience. They have embraced being a partner and never viewed as a vendor. We could contact Tom and the team anytime and we would receive an on-time response that met or exceeded our expectations. Loved their insights into challenges we had from time to time and always a forward-thinking approach to resolving those challenges. 

What was your primary form of communication with ContactWorks?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

Their relatability and industry knolwledge. 

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

None.

BACKGROUND

Introduce your business and what you do there.

I’m the senior support manager for Tengo Internet. We provide wireless solutions for outdoor venues, such as campgrounds and RV parks. Our solutions include wireless network deployments, and we handle the design, installation, and support.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ContactWorks?

We needed help with 24/7 staffing solutions.

SOLUTION

What was the scope of their involvement?

We've worked with ContactWorks for a long time, so they've supported us in various aspects of our company. Recently, they’ve been helping us with our guest support line. The team answers calls from guests who need help connecting to our networks and troubleshooting issues.

Most of their interactions are done remotely. We leverage their services to offset some of our peak hours. Whenever we encounter a peak amount of calls, they help us ramp up and have support staffing available. They also help us plug coverage gaps, such as late nights and weekends.

What is the team composition?

Five teammates from ContactWorks help us on the support line. I also host weekly calls with one of their managers for general check-ins and updates. Above her is the operations manager, George, and I have monthly calls with him. They help us with certain solutions, such as discovering what it would take to reduce our costs.

They’ve also recommended looking at nearshore options, such as call centers in Mexico and the Philippines, to help us with the same type of support.

How did you come to work with ContactWorks?

We’ve been partnered with ContactWorks for almost a decade.

How much have you invested with them?

We spend about $100,000 a year.

What is the status of this engagement?

We started working together in the first quarter of 2015, and the engagement is ongoing.

RESULTS & FEEDBACK

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

ContactWorks has been very helpful. The team takes care of our clients to the best of their abilities, and they always hit that mark. Of course, we have KPIs set. Our goal for them is to have an average handle time of 9.5 minutes. Still, in reviewing some of the calls, we’ve identified that some callers require more hand-holding. Since it’s technical support, there are a lot of variables at play. Overall, they’ve done an amazing job providing world-class support to our customers.

How did ContactWorks perform from a project management standpoint?

ContactWorks does a great job with the type of people they hire. If they didn’t hire good talent, a lot of things would slip. However, they’ve done a great job finding the right talent. We’ve been using the same talent for almost 10 years.

Punctuality is good, and the cadence we have with their leadership and operations teams is strong. We use a combination of Google Meet and Microsoft Teams for communication.

What did you find most impressive about them?

Their approach to solutions and flexibility are impressive.

Are there any areas they could improve?

I’d like their offshore and nearshore options to be more plug-and-play, like I’ve experienced with their US support team members. I can email them and ask them to jump on the queue and help us answer calls. I wish we could take that same approach with their nearshore and offshore options. However, it sounds like there’s a lot of buildup and additional investment required before we can take advantage of those options.

Do you have any advice for potential customers?

Have a clear support agenda. If you’re looking to leverage them for support, make sure you have a clear agenda. It will definitely improve your overall experience working with a partner such as ContactWorks.

BACKGROUND

Please describe your company and position.

I am the L1 Support Manager of TengoInternet

Describe what your company does in a single sentence.

TengoInternet is a company that specializes in providing reliable, high-speed internet solutions specifically tailored for RV parks, campgrounds, and outdoor hospitality venues. We offer a range of services, including internet installation, network management, and guest support, ensuring that businesses in these sectors can offer their customers consistent and secure connectivity. 

With over two decades of experience, TengoInternet is dedicated to enhancing the guest experience through robust, scalable internet solutions designed to meet the unique challenges of outdoor environments.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ContactWorks to accomplish?
TengoInternet addresses several key challenges unique to providing internet in outdoor and hospitality environments, such as: 

• Remote and Rural Locations: Many RV parks and campgrounds are located in remote or rural areas where traditional internet service providers may not offer adequate coverage or speed. TengoInternet offers tailored solutions to ensure reliable connectivity in these hard-to-reach areas. 
• Fluctuating Bandwidth Demands: Campgrounds and RV parks often experience fluctuating numbers of guests, leading to varying bandwidth demands. TengoInternet designs scalable network solutions that can handle these fluctuations, ensuring consistent internet service even during peak times. 
• Environmental and Physical Obstacles: Outdoor venues face environmental challenges like weather conditions and physical obstacles (trees, hills, etc.) that can interfere with signal strength and coverage. TengoInternet’s infrastructure is designed to overcome these barriers, providing strong and stable connections throughout the property. 
• Guest Satisfaction and Support: Providing reliable internet is critical for guest satisfaction. TengoInternet not only installs and manages networks but also offers guest support services, helping businesses ensure that their visitors have a positive experience with the internet service. ContactWorks has been a pivotal partner in helping us deliver world class support. 
• Security and Privacy: Protecting guests' data and ensuring secure connections is a major concern in any hospitality environment. TengoInternet implements robust security measures to safeguard networks from unauthorized access and cyber threats, giving both guests and businesses peace of mind.

SOLUTION

How did you find ContactWorks?

Other

Why did you select ContactWorks over others?

Great culture fit

How many teammates from ContactWorks were assigned to this project?

2-5 Employees

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

ContactWorks plays a significant role in supporting our company's guest satisfaction efforts by providing dedicated customer support services. The scope of their involvement included managing customer inquiries, troubleshooting connectivity issues, and offering technical assistance to guests at the RV parks and campgrounds served by TengoInternet.

This involves a team of trained support agents who were familiar with the specific challenges and technologies used in outdoor hospitality environments. The team dynamic at ContactWorks have been focused on collaboration and communication between support agents and TengoInternet’s technical team. This collaboration ensured that complex issues could be escalated and resolved efficiently.

Additionally, agents received specialized training on TengoInternet's systems and protocols to provide accurate and helpful support, contributing directly to guest satisfaction and the overall success of TengoInternet's services.
What's the status of this engagement?

Active and ongoing. We're looking to sign another contract to retain their services.

RESULTS & FEEDBACK

How did your relationship with your partner evolve?

Over the past year, our collaboration with ContactWorks has only grown stronger. When we faced unexpected attrition, ContactWorks quickly stepped in, developing and executing a strategic plan within just a few days' notice. 

They also helped us refine our support strategy by implementing skill-based routing, ensuring that technical issues are directed to teams with the appropriate expertise. This approach has not only improved our operational efficiency but also resulted in significant cost savings.

In what ways can they improve?

continue to be price completive in todays support center market.

What advice do you have for clients with similar needs to yours?

• Prioritize Specialized Support: Clearly define the unique challenges specific to your industry. For example, outdoor environments pose distinct technical and logistical issues that necessitate a customized approach. Partnering with a provider like ContactWorks, which understands these challenges and allocates skilled resources accordingly, ensures that your support needs are effectively met.
• Leverage Skill-Based Routing: Implementing a skill-based routing strategy can significantly improve your customer support efficiency. By directing technical issues to teams with the right expertise, you can reduce resolution times and increase customer satisfaction. Work closely with ContactWorks to refine this strategy continuously.
• Plan for Flexibility and Rapid Response: Unexpected challenges, such as staff attrition, can occur at any time. ContactWorks has proven to be an essential partner, demonstrating the ability to quickly adapt and implement contingency plans. Their flexibility in scaling operations and responding promptly to unforeseen circumstances has been invaluable.
• Focus on Collaboration and Communication: Successful partnerships hinge on effective communication between your internal team and ContactWorks' management and leadership. Regularly review performance metrics and conduct joint strategy sessions to ensure alignment on goals and proactively address any issues. The ContactWorks team is highly supportive and values in-person meetings, often accompanied by excellent lunch recommendations, fostering a collaborative and personable working relationship.
• Monitor and Adjust for Cost Efficiency: Continuously assess the financial impact of your support strategies. By working with ContactWorks you can look to optimize processes and implement cost-saving measures, like skill-based routing, you can achieve better outcomes for your business while managing expenses effectively.

UPDATED REVIEW

This review was published on February 22, 2023.

Paul Cano
L1 Support Manager, TengoInternetIT Services

San Antonio, Texas

11-50 Employees

Mar 2020 - Ongoing

Confidential

Not verified

Project summary
A wireless network and support solutions company has hired ContactWorks for call center services. The client's package includes a support manager, flexible agent options, and around-the-clock queue assessments. 

Feedback summary
The client has maintained a 90% satisfaction rating on Trustpilot and their internal customer satisfaction score. The client has had a small amount of internal turnover since starting work with ContactWorks, and appreciates the team's flexibility and accommodating approach to their partnership.

BACKGROUND

Please describe your company and your position there.

I'm the support manager for our L1 Support team. We provide wireless network and support solutions.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ContactWorks, and what were your goals??

We offer 24 hour phone and email support. ContactWorks has been a huge strategic partner in providing our internal team members good work life balance, increased participation in work related activities and superior support to our customers.

SOLUTION

How did you select this vendor and what were the deciding factors?

We've had a long standing relationship with ContactWorks. They've been great at meeting our support needs. A strong partnership has resolved to helping us meet our mission statement for connecting people for success!

Describe the project in detail and walk through their service package, including any calling tools used.

Service package includes available support manager for adjustments to support coverage or coordinated training. Options from pay per call to dedicated agents. 24/7 queue assessment and quarterly review

Who did you work with and what was the feedback process like?

We have a rotation talent pool of 4 support agents who anchor our weekend and late night coverage. I worked directly with George who is completely focused on finding the right solution for our team

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Our online presence on trustpilot and our internal csat has maintained a 90% satisfaction rating. Our internal turn over has been extremely low since working with ContactWorks.

Describe their project management style, including communication tools and timeliness.

Communication and timeliness was at our leisure and adjusted to our seasonality. Weekly check-ins and quarterly refresher trainings.

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

We've been impressed with their flexibility and partnership. 

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

I hope they take on more clients and broaden their portfolio.

STAR RATINGS
Overall rating: 5

Quality: 5

Cost: 5

Schedule: 5

Willing to refer: 5

BACKGROUND

Please describe your company and position.

I am the COO and Chair of Troomi Wireless

Describe what your company does in a single sentence.

Troomi provides kids with a safe smartphone environment to thrive, explore and grow commensurate with their maturity.

OPPORTUNITY / CHALLENGE

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

• Provide Tier 1 Support
• Develop Support Documentation and Processes

SOLUTION

How did you find ContactWorks?

Referral

Why did you select ContactWorks over others?

High ratings, Pricing first our budget, Great culture fit, Good value for cost, Referred to me, Company values aligned

What was the size of ContactWorks’s team?

6-10 Employees

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

Contact Center Infrastructure

• Facility, equipment, and computers
• PCI certification
• COPPA compliance or certification as available
• HIPAA compliance
• Technical support for the operation
• Acquire and manage agent team

Program Administration

• Dedicated Manager who handles Client Services
• Quality Control
• Weekly status calls
• Monthly Operations Review

Reporting

• Weekly reports will include at a minimum; customer concern by agreed upon topics/issues, call mail-chat transcript drill downs, time to first customer response, 1st customer response to customer concern/issue resolution, resolutions, issue per channel contact type, customer satisfaction, escalations. The format and content will be developed and enhanced over the initial 90 days of support.
• Monthly Operations Reviews

RESULTS & FEEDBACK

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

• Agreed upon KPI's
• SLA Agreement
• Master Service Level Agreement
• Agreed upon KPI's
• SLA Agreement
• Master Service Level Agreement

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

ContactWorks is very responsive to our needs and attentive to our brand and customers' demands.

What was your primary form of communication with ContactWorks?

Virtual Meeting, Email or Messaging App

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

From the top down, they were intimately engaged in what we needed to be successful with Tier 1 support.

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

Their recommendation of support software was not the best. We have worked around it, but it has caused some unnecessary issues.

BACKGROUND

Please describe your company and position.

I am the Operations Coordinator of Audi on demand

Describe what your company does in a single sentence.

Audi on demand is a premium car rental service.

OPPORTUNITY / CHALLENGE

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

• Consistent, high-quality call center support
• Ad hoc business process management

SOLUTION

How did you find ContactWorks?

Referral

Why did you select ContactWorks over others?

• High ratings
• Close to my geographic location
• Great culture fit
• Good value for cost
• Company values aligned

What was the size of ContactWorks’s team?

2-5 Employees

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

ContactWorks has provided our call center and customer support services for many years. We renew on a yearly basis. Some of the key services they have provided:

• Receive and respond to calls, chats, and emails from customers, with an average first response time that is twice as fast any anyone else in our industry is providing
• Provide white-glove customer support for adjusting and making reservations for customers
• Manage ad hoc workflows and help us implement business practices very quickly, which allows us to test and configure rental product offerings before our dev team builds out automations into our booking flow

RESULTS & FEEDBACK

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

• Fast response times
• Good CSAT score (typically 80% or higher)

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

ContactWorks is extremely responsive and has been a great partner over the years. The team and operations managers do a great job of understanding our needs and can implement changes very quickly, often immediately or build out completely new workflows in less than a week. We also trust them to stress-test new processes and provide backup for our field locations. The team is agile, knowledgeable, and set high standards for themselves.

What was your primary form of communication with ContactWorks?

• Virtual Meeting
• Email or Messaging App

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

The team members we work with at ContactWorks have real buy-in to our company. They care about outcomes and treat our business as their business. Based on my interactions with all levels of the company, from new hires working the phones to upper leadership that plan strategy, everyone is super nice and invested in our success. They embody the idea of "your win is our win."

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

I have never had a correction for them that wasn't implemented immediately. We don't have repeat problems with ContactWorks.

BACKGROUND

Please describe your company and position.

 I am the CEO of a wellness & fitness company 

Describe what your company does in a single sentence.

ecommerce Food Supplements

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ContactWorks to accomplish?
Customer Support

SOLUTION

How did you find ContactWorks?

Referral

Why did you select ContactWorks over others?

• Great culture fit
• Referred to me
• Company values aligned

How many teammates from ContactWorks were assigned to this project?

6-10 Employees

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

Full customer support - via e.mails and in/out bound calls

RESULTS & FEEDBACK

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

• Response times
• Customer complaints (lack of)

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

Yes, they're responsive and ahead of deliverable timelines. We have calls, Zoom meetings and Whats App correspondance

What was your primary form of communication with ContactWorks?

Virtual Meeting

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

All staff fully understood our requirements and took pride in repressenting us

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

For us, the experience has been flawless

BACKGROUND

Please describe your company and position.

I am the CEO of TrachMar, LLC

Describe what your company does in a single sentence.

Call Center services, as well as Business Process Outsourcing (BPO), Print and Fulfillment operations

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ContactWorks to accomplish?
Operate answering service Queue

SOLUTION

How did you find ContactWorks?

Referral

Why did you select ContactWorks over others?

• High ratings
• Close to my geographic location
• Good value for cost
• Company values aligned

How many teammates from ContactWorks were assigned to this project?

2-5 Employees

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

ContactWorks provides After-Hours support between Monday -Sunday.  ContactWorks is required to answer all calls within an industry standard 90% of calls answered within an Average Speed of Answer (ASA) of 30 seconds or less. 

RESULTS & FEEDBACK

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

Answer all calls within an industry standard 90% of calls answered within an Average Speed of Answer (ASA) of 30 seconds or less. 

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

ContactWorks setup weekly meetings, claibation calls and provided monthly report to showcase productivity and quality improvements achieved. They responded promotely and effectively, we are very happy with thier services.

What was your primary form of communication with ContactWorks?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

They have a great team, very responsive, can scale up or down quickly.

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

None at this time. They're performing at the highest standards for us.

BACKGROUND

Please describe your company and position
I am the Vice President of EduTech Group
Describe what your company does in a single sentence.
Technology Services for K-12 Schools

OPPORTUNITY / CHALLENGE

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

• Wanted a call center - 12 hours a day
• knowlege staff to direct customers to appropiate support sites

SOLUTION

How did you find ContactWorks?
Referral
Why did you select ContactWorks over others?

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

How many teammates from ContactWorks were assigned to this project?
2-5 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
ContactWorks provided a call center for schools to get support or repair for student Chromebook devices

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?
Very Good Support and responsive management
Describe their project management. Did they deliver items on time? How did they respond to your needs?
Services were delivered on time and on budget
What was your primary form of communication with ContactWorks?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?
Great support from everyone, friendly, and a joy to work with
Are there any areas for improvement or something ContactWorks could have done differently?
I can't think of any. The team was adaptable to any modifications of services needed.

BACKGROUND

Please describe your company and position.

I am an executive at an it services company

Describe what your company does in a single sentence.

We provide IT services including hardware, deployment and support specializing in mobile computing and 5G networks.

OPPORTUNITY / CHALLENGE

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

• Technical Support
• Help Desk
• Customer Experience Enhancement

SOLUTION

How did you find ContactWorks?

• Referral

Why did you select ContactWorks over others?

• High ratings
• Good value for cost

How many teammates from ContactWorks were assigned to this project?

2-5 Employees

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

Provides technical support and help desk as well as customer reporting

RESULTS & FEEDBACK

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

Call center response times, first call resolution, and achieving customer CSAT scores

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

Attentive, competent and thorough. Able to participate in leading on key areas related to their services.

What was your primary form of communication with ContactWorks?

• In-Person Meeting
• Virtual Meeting

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

Their leadership and industry experience are impressive

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

No

OPPORTUNITY / CHALLENGE

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

The volume of calls and email ordering was getting a bit much to handle for one person. I selected to use inbound services because it was much easier to receive, process, and fulfill orders.

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

80%.

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

We wanted to improve upselling, ensuring that we make a good chance at getting every sale.

SOLUTION

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

They help with inbound calls and ordering processing.

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

We pay agent payroll per hour. It's a short-term, but we're thinking about switching to a fixed overhead.

How did you come to work with this service provider?

We found them through personal research.

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

They are very competent. We have no issues.

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

N/A.

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

$1,500.

RESULTS & FEEDBACK

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

The whole experience with them has saved me time and money. The customer response has been nothing short of excellent.

What are the service provider's strengths?

Their strenghts are their reliability and affordability.

How can the service provider improve?

I have no complaints so far.

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

June 2016 - Ongoing.

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

$5,000 to $9,999.