# XACT XACT Reviews (34), Pricing, Services & Verified Ratings - Premier Verified - 4.7 out of 5 average review rating - 6 connections joined XACT's Network [Visit Website](http://www.myxact.com/?utm_source=clutch.co&utm_medium=referral&utm_campaign=directory) [Get a Custom Proposal](https://clutch.co/profile/xact) **An Organic Extension of your Customer Experience.** XACT has been delivering exceptional contact center solutions for over 26 years. With deep expertise and a commitment to excellence, we provide seamless, cost-effective, and fully integrated solutions tailored to your unique business needs. At XACT, we specialize in designing custom strategies for organizations that require more than one-size-fits-all approaches. Our collaborative, partnership-driven communication ensures we align with your goals every step of the way. ## Company Information - Minimum project size: $1,000+ - Hourly rate: $25 - $49 - Number of employees: 250 - 999 - 2 Locations: - Orlando, FL (Headquarters) - Unity, ME - Founded in 1998 - 2 languages: English, Spanish - 4 timezones: Central Standard Time (CST), Eastern Standard Time (EST), Mountain Standard Time (MST), Pacific Standard Time (PST) ## Services, Focus Areas, Industries, and Clients ### Service Lines - 50% Call Center Services - 30% Customer Service Outsourcing - 10% Back Office Outsourcing - 10% Staffing ### Focus Areas - Outbound Services: - 75% B2C Telemarketing & telesales - 15% Third party verification - 10% Customer Surveys & Market Research Calls - Customer Service Outsourcing: - 50% Phone Support Services - 20% Email Support Services - 20% Order Processing & Taking - 10% Chat Support Services - Staffing Focus: - 50% Seasonal Staffing - 25% Permanent Staffing - 25% Temporary Staffing - Back Office Outsourcing: - 40% Virtual Assistant - 30% Payment Processing - 20% Claims Processing - 10% Data Entry & Processing - Inbound Services: - 35% Inbound appointment scheduling - 35% Virtual receptionist - 30% Answering services ### Industries - 15% Education - 15% Medical - 10% Consumer products & services - 15% Hospitality & leisure - 5% Other industries - 10% Non-profit - 5% Business services - 10% Government - 15% Information technology ### Clients - 40% Small Business (<$10M) - 60% Midmarket ($10M - $1B) ## Pricing Snapshot Average rating for cost based on this provider's reviews: 4.0 out of 5 **What Clients Have Said** *(This summary is based on verified Clutch reviews.)*: XACT offers competitive pricing and good value for cost, with clients noting flexibility and responsiveness. Specific investments range from $30,000 to over $1 million annually, depending on project scope and size. Clients appreciate the quality of service and effective communication. **Most Common Project Size**: $50,000 to $199,999 based on 18 reviews *(Pricing information for this provider is based on reviews where the project size was available.)* ### Pricing by Service - Call Center Services: $50,000 to $199,999 based on 18 reviews - Customer Service Outsourcing: Confidential based on 4 reviews - HR Consulting: $50,000 to $199,999 based on 1 review - Business Consulting: $50,000 to $199,999 based on 1 review - Sales Outsourcing: $50,000 to $199,999 based on 1 review - Back Office Outsourcing: Confidential based on 1 review - IT Managed Services: Confidential based on 1 review ### Packages Offered - Call Center Services Packages — starting at $83/month ## Reviews Clutch investigates each reviewer's identity and work history. Every review goes through a rigorous, human-led verification process to confirm the reviewer's identity, and reviews that we verify are visibly marked as 'Verified' so you can trust that they come from a real client. [Learn More](https://help.clutch.co/en/knowledge/how-clutch-verifies-reviews) ### XACT Review Insights Overall Review Rating: 4.7 - Quality: 4.1 - Schedule: 4.2 - Cost: 4.0 - Willing to Refer: 4.8 ### Top Mentions - Flexible (7 mentions) - High-quality work (7 mentions) - Communicative (5 mentions) - Proactive (5 mentions) - Great project management (4 mentions) - Professional (4 mentions) - Timely (4 mentions) - Attentive (3 mentions) - Exceptional performance (3 mentions) - Open to feedback (3 mentions) - Adaptable (2 mentions) - Customized support (2 mentions) - Efficient (2 mentions) - Helpful (2 mentions) - Openness (2 mentions) - Team players (2 mentions) - Accommodating (1 mentions) - Collaborative (1 mentions) - Experienced (1 mentions) - Well-organized projects (1 mentions) ### Review Highlights **Positive Impact on Client Business Growth** XACT's services have significantly contributed to client business growth, particularly in handling increased call volumes and improving customer service efficiency. Clients report substantial improvements in service levels and business metrics. **Effective Call Center Solutions** Clients commend XACT for their effective call center services. They handle both inbound and outbound calls efficiently, offer multilingual support, and maintain low call queue times and abandonment rates. Their agents are often described as professional and attentive. **Challenges with Agent Consistency** There are occasional mentions of inconsistencies in agent performance, with some agents being more proficient than others. This suggests room for improvement in maintaining a uniform standard of service across all agents. **Flexible and Cooperative Business Approach** XACT is praised for their flexibility and ability to adapt to changing client needs. They collaborate well with clients and are open to feedback, ensuring a seamless partnership. Their proactive stance in suggesting solutions and addressing issues promptly is also highlighted. **Proactive Quality Assurance Practices** XACT is recognized for their proactive approach to quality assurance, with regular updates and feedback loops to ensure service standards are met. Their commitment to continuous improvement is well-regarded. **Strong Project Management Skills** XACT demonstrates strong project management by delivering on time and maintaining open communication with clients. They are responsive to requests and adjustments, and their management team is praised for being attentive and organized. **Cost-Effective and Value for Money** Many clients appreciate XACT's pricing structure, which is seen as competitive and offering good value for money. This is particularly noted in comparison to other U.S.-based service providers. **High Customer Satisfaction and Quality Service** XACT consistently achieves high customer satisfaction rates. Their approach to customer service is tailored and attentive, leading to positive feedback from clients. They focus on understanding client goals and delivering quality service. **Need for Improved Training Processes** Some reviews suggest that XACT could enhance their training processes. While they are generally effective, there are mentions of the need for faster adaptation to new systems and more thorough training for new agents. ### XACT Reviews #### Back-Office & Customer Service for Promotional Products Co **The Project** - Services: Back Office Outsourcing, Customer Service Outsourcing - Project size: Confidential - Project length: June 2025 - Ongoing **Project Summary**: XACT provides back-office and customer service outsourcing for a promotional products company. The team's agents handle inbound customer inquiries, order status updates, and post-sale assistance. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** VP Customer Service & Sales, 4AllPromos - Industry: eCommerce - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Oct 27, 2025 **Feedback Summary**: Thanks to XACT's support, the client achieved their service level target for the first time and obtained positive reviews on Google. The team provides timely items, is receptive to changes, and collaborates flexibly with the client. XACT's understanding of the client's business goals stands out. ""They understand how critical consultative customer service is to us."" **BACKGROUND** Please describe your company and position.I am the VP Customer Service & Sales of 4AllPromosDescribe what your company does in a single sentence.4AllPromos is a trusted promotional products supplier that helps businesses and organizations create high-quality custom branded merchandise that brings their brand to life. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire XACT to accomplish?Rapidly scale our Customer Service team with top tier talentGain flexibility in staffing during slow/busy timesElevate our overall customer experience with helpful, knowledgeable and empathetic team members **SOLUTION** How did you find XACT?Online SearchWhy did you select XACT over others?Great culture fitGood value for costCompany values alignedHow many teammates from XACT were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.XACT provides customer care for 4AllPromos, acting as an extension of our in-house team. Their agents handle inbound customer inquiries, order status updates, and post-sale assistance through phone, email, and chat. Key deliverables included: Rapid hiring of top talent to meet our staffing needsResponding to constantly changing business needs due to internal staffing changes, increasing order volume, extension of operating hours, and elevated service level goalsCreating a comprehensive onboarding process to ensure success of new team members, which included digitizing and improving our existing hiring materials Strong collaboration with our internal team to ensure consistency in experience  **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Achieved our service level target for the first time ever as an organization!Offboarded some internal customer service agents to other opportunities without impacting customer service due to XACTs support and responsivenessHigh number of 5 star Google reviews, specifically naming XACT agentsInternal teams that interact with XACT agents report high levels of satisfaction and confidence in their work, from delivering excellent customer support to following internal processesDescribe their project management. Did they deliver items on time? How did they respond to your needs?Yes, they delivered on time and let us know if there was ever any risk in meeting timelines or deliverables.  They have been receptive to change and are incredibly flexible to work with.  They also respond well to feedback and collaborate well with all of us.What was your primary form of communication with XACT?Virtual MeetingWhat did you find most impressive or unique about this company?They are true business partners.  They understand what our business goals are and that flexibility and change is the name of the game right now.  They are proactive in suggesting solutions to achieve our goals. There is also a strong culture alignment. They understand how critical consultative customer service is to us, and they've been able to hire and coach team members who deliver that.  They share our enthusiasm for our business and our desire to deliver a "OneTeam" experience to everyone. Are there any areas for improvement or something XACT could have done differently?Can't think of any. Frankly, I expected the first 6-12 months to be a learning experience for both sides and for some things to be a bit rocky.  But they have far exceeded my expectations. --- #### Call Center Services for Environmental Systems Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: July 2024 - Ongoing **Project Summary**: XACT provides call center services for an environmental systems company. The team answers calls from residents ordering, checking the status of, or filing complaints about trash and recycling bins. **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** VP Sales, Environmental Systems Company - Industry: Manufacturing - Client size: 201-500 Employees - Review Type: Online Review - Verified **The Review** — Jun 30, 2025 **Feedback Summary**: XACT has successfully answered all calls and reduced the call abandonment rate. The team has effectively directed calls and improved the call queue time. XACT prioritizes communication to address any potential issues and to refine processes continuously. The team's commitment is also outstanding. ""XACT was committed to ensuring that our campaign ran smoothly."" **BACKGROUND** Please describe your company and position.I am the VP Sales of an environmental systems company.Describe what your company does in a single sentence.The company provides high quality waste containerization technology for municipal solid waste and for municipal recycling streams. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire XACT to accomplish?Provide Call Center Support to New York City residents ordering trash and recycling bins.Provide Call Center Support to New York City residents checking order status of trash and recycling bins.Provide Call Center Support to New York City residents with a service complaint. **SOLUTION** How did you find XACT?Online SearchReferralWhy did you select XACT over others?High ratingsPricing fit our budgetGood value for costHow many teammates from XACT were assigned to this project?1 dedicated account manager and leadership team, 10 - 25 call center agents.Describe the scope of work in detail. Please include a summary of key deliverables.XACT provides customized call center solutions for a large contract that support the public placing orders or checking status of orders.  Features include call recording, support in multiple languages, and detailed call reporting.  We have a dedicated and professional account manager that oversees all aspects of our operation, which streamlines communication.  The call center agent team has been effective and successful in supporting our project.  The program has been flexible to accomodate order surges and/or lighter ordering periods, a feature we greatly appreciate. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Total Calls Answered compared to Agent Count Call Queue Time - best in class Call Abandonment Rate - during hours and after hoursIVR Programming and effectiveness  - facilating call volumes and directing calls appropriatelyDescribe their project management. Did they deliver items on time? How did they respond to your needs?Following the launch of our campaign, we scheduled quality assurance monitoring to review agentsas they began processing live volume. XACT shared these QA forms and call center reporting with us, and sought our feedback on agent performance. XACT was committed to ensuring thatour campaign ran smoothly, and worked closely with us to make any necessary adjustments toimprove agent performance and customer satisfaction.What was your primary form of communication with XACT?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?XACT prioritizes ongoing communication to address any potential issues and to continuously refine processes, procedures, and campaign structure for maximum efficiency and quality. Our regular meetings and calibration calls ensure that they can quickly address any concerns and keep our campaign on track for success.Are there any areas for improvement or something XACT could have done differently?I can't think of anything in particular, because as issues arose during the project we brought them to XACT's attention and they were always promptly reviewed, discussed, and addressed.  We always strived to have the very best call center experience possible for our customers. --- #### Outsourced Sales & Call Center for Home Warranty Provider **The Project** - Services: Call Center Services, Sales Outsourcing - Project size: $50,000 to $199,999 - Project length: Jan. 2019 - Ongoing **Project Summary**: XACT provides call center and sales outsourcing services for a home warranty provider. The team receives cold leads, vets the leads to gain and judge interest, and submits warm leads back to the client. **Review Rating**: 4.0 - Quality: 3.5 - Schedule: 4.0 - Cost: 4.5 - Willing to Refer: 4.0 **The Reviewer** Senior Manager, Service, 2-10 Home Buyers Warranty - Industry: Insurance - Client size: 501-1,000 Employees - Review Type: Online Review - Verified **The Review** — Sep 25, 2024 **Feedback Summary**: XACT has improved the client's lead quality and conversion rates. The team has improved their project management and communication skills throughout the engagement. They meet with the client biweekly and actively engage in the problem-solving process. Moreover, they're responsive and collaborative. ""For the past 1-2 years, they have really embraced partnering with us to improve our working relationships."" **BACKGROUND** Please describe your company and position.I am the Senior Manager, Service of 2-10 Home Buyers WarrantyDescribe what your company does in a single sentence.Home Warranty Provider **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire XACT to accomplish?Create Warm Leads for Contractor EnrollmentsImprove Enrollment RatesReduce internal management needs for this function **SOLUTION** How did you find XACT?Online SearchWhy did you select XACT over others?Pricing fit our budgetGood value for costHow many teammates from XACT were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Xact:Receives cold leadscalls up to 3 timesvets the leads to gain and judge interestsubmits warm leads back to our company to enroll. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?% of lead conversionLead quality (how the leads were): Did the companies know about us and what we do?Did they know what we were calling about?How interested were the companies we received as warm leads?Describe their project management. Did they deliver items on time? How did they respond to your needs?This has improved dramatically over the past year. In the past, we have struggled to receive advanced notice when leads are needed. This has improved, as has communication and working with us to solve problems and deliver desired outcomes. We meed bi-weekly, and they have actively engaged in the problem solving process to improve the lead quality and conversion rates. In the past we also had difficulty getting a hold of the leader over our team. This improved dramatically with Angela and Angie taking over our account. What was your primary form of communication with XACT?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?For the past 1-2 years, they have really embraced partnering with us to improve our working relationships and the results we're seeing. Are there any areas for improvement or something XACT could have done differently?Better call visibility. 2-party notification is only required in a few states, and yet we're told we don't record calls. This makes it extremely difficult to perform quality checks and to drive improvement. Reporting customization and e-mail customization. It takes manual intervention to receive information on which call set we're on (257 calls left on the 2nd round of calls, for example). --- #### Call Center Services for Wheels E-Commerce Company **The Project** - Services: Call Center Services, Customer Service Outsourcing - Project size: Confidential - Project length: June 2023 - Ongoing **Project Summary**: XACT provides customer service support for a wheels e-commerce company. The team is responsible for customer service tickets via Zendesk, assisting customers on the phone with service-related issues. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Director of Sales & Customer Success, Wheels E-Commerce Co - Industry: Automotive - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Oct 30, 2023 **Feedback Summary**: The client is highly satisfied with XACT's work and performance. The team is communicative and responsive to the client's needs; they solve tasks when asked and are easy to work with. Moreover, they understand the client's unique project and are highly capable of solving any challenge. ""I'm impressed most by the structure and adaptability of the company."" **BACKGROUND** Please describe your company and position.I am the Director of Sales and Customer Success of an automotive companyDescribe what your company does in a single sentence.E-Commerce company that sells replicated and insurance quality reconditioned wheels. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire XACT to accomplish?Alleviate Customer Service Issues **SOLUTION** How did you find XACT?ReferralWhy did you select XACT over others?High ratingsPricing fit our budgetCompany values alignedHow many teammates from XACT were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.We ask the Xact team to aid our small business with customer service tickets via our Zendesk ticketing system as well as assist customers on the phone with various tasks such as order status updates, providing customers with product knowledge so they can confidently make orders and assisting customers with various service-related issues like returns and cancellations. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Project is still ongoing but the entire xact team has been a pleasure to work with thus far.Describe their project management. Did they deliver items on time? How did they respond to your needs?Again the project is ongoing but given the complexity of our business and some of the challenges we face our Xact team has responded to any need or task assigned when asked to do so.What was your primary form of communication with XACT?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?I'm impressed most by the structure and adaptability of the company. Our project is unique as we are in a very unique business and they have picked up most of the challenges we face daily.Are there any areas for improvement or something XACT could have done differently?No real glaring area of improvement is needed. The reps assigned to project need to focus on the fact they represent Auto Rim Shop in the Customer Service cases that arise and sometimes they may be tasked with giving an uncomfortable answer to a customer that the customer may not want to hear. --- #### Call Center Services for Catalog Company **The Project** - Services: Call Center Services - Project size: $50,000 to $199,999 - Project length: Oct. 2021 - Ongoing **Project Summary**: A catalog company has engaged XACT for call center services. They primarily handle incoming calls from customers placing orders and are responsible for entering them into the client's internal system. **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Director of Operations, Donna Salyers Fabulous-Furs - Industry: Retail - Client size: 11-50 Employees - Review Type: Phone Interview - Verified **The Review** — Nov 11, 2022 **Feedback Summary**: The client has been very satisfied with the project management and the way that the team from XACT has tried to understand their needs. They’ve been vocal in giving feedback on a new system, are engaged in the process, and are committed to providing the highest quality service possible. "“They’re very interactive and act like a partner for us.”" **BACKGROUND** Introduce your business and what you do there. I’m the director of operations for a catalog company called Donna Salyers Fabulous-Furs. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with XACT? We didn’t have an internal call center to take calls from our catalog search or customer service for our website orders. We hired XACT to take over these responsibilities for us.  **SOLUTION** What was the scope of their involvement? We went through an onboarding process with training materials and taught them about our systems, processes, and basic customer service protocols and service guidelines. XACT acts as our third-party call center.  They primarily handle incoming calls from customers who are placing orders, and they facilitate and enter those orders into the system for us. They also follow up with customers if they have questions regarding return service labels, sizing information, or tracking information on their products. They work directly in our software system.  They’ve also integrated a chat script on our website, and they’ve done phone Interactive Voice Recording (IVR) work after hours. For any individuals who have struggled with our service guidelines, XACT has provided extra training for them.  What is the team composition? We work primarily with five members of their core management staff. This includes their IT representative, CEO, and three account managers.  How did you come to work with XACT? They were a referral from someone else in our industry.  How much have you invested with them? We’ve invested over $100,000 with XACT.  What is the status of this engagement? We started working with them in October 2021, but we really started using their services in August 2022. The work is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  We are working through higher average call times, but they’ve been presented with some challenges, and they’re stepping up to try and solve those issues.  How did XACT perform from a project management standpoint? They have an excellent management team. We usually have a task list, and we send it to them and then review it over the phone or on Microsoft Teams.  What did you find most impressive about them? We’re very satisfied with the work that they’re providing and have been highly impressed with how they’ve been trying to understand our needs. We’re working with a new software system, and they’ve been great about providing us with feedback. They’re very interactive and act like a partner for us.  Are there any areas they could improve? Their base model is a little difficult for some new agents within XACT to adapt to, so they don’t always have the highest level of proficiency right away.  Do you have any advice for potential customers? Be concise about what you're looking for. You might need a little patience, but they're worth it in the long run. --- #### Call Center Services for Elevator Service Company **The Project** - Services: Business Consulting, Call Center Services, HR Consulting - Project size: $50,000 to $199,999 - Project length: Aug. 2021 - July 2022 **Project Summary**: After transferring bank accounts, an elevator service company hired XACT to contact 15,000 customers, set up their email accounts, and access their new payment portals.  **Review Rating**: 4.5 - Quality: 4.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 4.5 **The Reviewer** Sr. Director Business Process Operations, TK Elevator - Industry: Other industries - Client size: 10,001+ Employees - Review Type: Online Review - Verified **The Review** — Sep 20, 2022 **Feedback Summary**: XACT helped the client save about 1.8 million in total, which is much more than the 1.3 million they intended to achieve. They quickly completed their calls after changing managers and offered concessions that established a great working relationship.  ""I thought their escalation process was good and it uncovered lingering issues we needed to fix with our customers."" **BACKGROUND** Please describe your company and your position there. I am the Sr. Director of Business Process Operations for the Business Head Quarters of TK Elevator Company; which services and installs elevators for customers **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire XACT, and what were your goals?? We have a large amount of customers that pay via credit card, which equates to our company paying millions of dollars in credit card fees. We used Xact's call center to contact customers paying via credit card in an effort to get them to switch to ACH or check. The goal was recover 1.3 million in fees. Additionally, we changed bank accounts 2 years ago and we still had customers paying 20 million a month to the old bank account, which we are trying to close. We used Xact calling center to contact customers making payment to the old bank account in an effort to inform them and help them switch to making payments to the new account. **SOLUTION** How did you select this vendor and what were the deciding factors? We worked with a consultant on this project and Xact was one of the BPOs they recommended. Describe the project in detail and walk through their service package, including any calling tools used. We provided Xact a list of approximately 15K customers paying via credit card and/or customers still making payment to our old bank account. We set them up with an email account and gave them access to our customer payment portals. Xact and TKE collaborated on a script for both campaigns. Xact trained their agents to make the calls and provided a weekly update of # of calls and the disposition of each call. Who did you work with and what was the feedback process like? We initially worked with the VP to get the project started. We were then given a project manager and an Administrator to support the PM. The initial PM didn't work out, so exact found another PM to put on the project. We had weekly session with the Xact team to review metrics, provide feedback, and recommend process changes. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? Service work great, in addition to some other process changes, we were able to save 1.8M vs a goal of 1.3M. Additionally, we reduced the monthly payment to the old account from 20M to 5-7M per month. Describe their project management style, including communication tools and timeliness. Weekly updates via TEAMs meeting and weekly metric package submitted to keep me informed. On occasion, I had to prompt submission of the metrics package, but this did not happen often. What did you find most impressive or unique about this company? I was impressed by how quickly they ramped up and once they changed PMs, how quickly the calls were getting completed. I also like that they provided me with # of hours used and # of hours remaining on a weekly basis, which allowed better planning and determining if a change order was going to be needed. They also gave some concessions, which was very help in establishing a great working relationship. I thought their escalation process was good and it uncovered lingering issues we needed to fix with our customers. Are there any areas for improvement or something they could have done differently? Some of the agents documented/dispositioned calls differently. Some agents didn't sound really enthusiastic and this led to customer complaints and thinking the campaign was fraud. However, for the number of customer contacted, this didn't happen much at all. --- #### Customer Services for Software Development Company **The Project** - Services: Call Center Services - Project size: $50,000 to $199,999 - Project length: Mar. 2019 - Jan. 2021 **Project Summary**: XACT served as the customer service partner to a software development startup. They responded to emails and phone calls at all times of day, helping to handle customer concerns. **Review Rating**: 4.0 - Quality: 4.5 - Schedule: 4.5 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Operations Manager, IT Company - Industry: Other industries - Client size: 11-50 Employees - Review Type: Phone Interview - Verified **The Review** — Feb 17, 2021 **Feedback Summary**: Dealing with a high volume of calls, XACT worked efficiently and had very few calls escalate past their team. Their work helped the client keep their paid membership programs growing while being able to focus on other parts of their business. The partners communicated via Slack. ""I was impressed by their level of commitment and enthusiasm for the role." " **BACKGROUND** Introduce your business and what you do there. I’m the operations manager of a startup software development company based in North Carolina. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with XACT? We were in search of a customer service partner to manage some affinity branding programs we were running. That included a few fan clubs we were managing on behalf of a few different organizations. When we first launched those clubs, I was handling all phone and email support on the customer service side. We needed a partner that could help us scale that support to allow us to grow. **SOLUTION** What was the scope of their involvement? To start the partnership, we had to educate their agents and teammates that were staffed to the programs on the types of benefits we were offering to paid members. Once they were up to speed on our programs, they were responsible for assuming the role of a customer service employee for those programs. Each of the three programs was focused on a different industry and had unique benefits and access granted to involved fans. We asked XACT to handle incoming calls and emails from customers and direct them appropriately, as requested by the member.  Their main deliverables were helping us understand the nature of the calls and emails through reporting. That reporting also included metrics around call or email handle time, which was used to determine what we would be billed on a month-to-month basis. The email and phone service provided was pretty much 24/7. Across the world, they’d address calls and emails at all hours.  What is the team composition? I worked with a couple of personnel managers as well as 30 individuals on our account.  How did you come to work with XACT? Someone likely referred either our CEO or COO to them. How much have you invested with them? Our pricing was based on hourly support, including any applicable overages. We spent approximately $2,700 each month with them.  What is the status of this engagement? We worked with them from March 2019–January 2021. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? They were efficient, and very few complaints from customers were ever escalated to me. I was impressed that we didn’t encounter any critical issues from a customer service standpoint, based on the volume of calls they were taking. They did a great job serving those accounts, which was shown in the success of those programs as well as the feedback we received.  The programs they supported were designed to support the most passionate fans of those entities, and they wouldn’t have stuck with us had our customer service been subpar. Their team’s handling of this part of the business allowed me to focus on other parts of the business. Some technology changes that affected their work were rolled out during our time together, and they did great with that transition as well.    How did XACT perform from a project management standpoint? We had a shared Slack channel that included their entire team. They were very engaged and curious about the programs. When someone on their end had a question, they did a good job of addressing it among themselves. They were always open to my suggestions and feedback based on the information I presented to them. As our programs changed over time, they were able to use their own community to find answers to questions without always escalating to a manager. During our reporting meetings with the managers, they were open to addressing any changes that were occurring within the programs and making sure initiatives were thoroughly communicated across the team. It was a seamless process.     What did you find most impressive about them? They were a large team that was expected to come together and be passionate about and interested in the business they were supporting, and they succeeded in that. I was impressed by their level of commitment and enthusiasm for the role. Their genuine interest in the members they were servicing stood out as well. Are there any areas they could improve? If anything, it may help to revisit some aspects of training as our programs evolved. As there was turnover within their organization, they were very thorough with training and documentation. Revisiting those at certain periods may have been beneficial to both parties.  Do you have any advice for potential customers? Build a strong relationship with their management team. We had a collaborative, open relationship from the start, and it remained that way throughout our dealings. Be willing, accessible, and engaging to help them help you. --- #### Call Center Services for Online Education Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Jan. 2020 - Ongoing **Project Summary**: XACT provides call center services to an online learning company. They began with an acquisition program and then shifted to a retention program. They help with scripting and training. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Former Head of Growth Marketing, Udacity - Industry: Education - Client size: 201-500 Employees - Review Type: Phone Interview - Verified **The Review** — Aug 28, 2020 **Feedback Summary**: XACT did a great job introducing the company to the telephony industry and helping them achieve double-digit retention rates. Flexible and receptive to feedback, the team managed the project seamlessly by providing daily reporting. Their ability to respond and scale quickly added value. "“They were really good thought partners who brought new ideas to the table.” " **BACKGROUND** Introduce your business and what you do there. Until about two weeks ago, I was with a company called Udacity, which is one of the leaders in the online learning education space. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with XACT? We handled what we called assisted sales, or B2C sales. We primarily used chat, and we wanted to explore the option of leveraging phone as a very top-of-the-funnel experience. **SOLUTION** What was the scope of their involvement? XACT took inbound calls from customers that were just entering the Udacity funnel. People often called with questions about the company or our courses. Many of the courses are more technical in nature, so people want to confirm that they’d picked the right course or have the appropriate proficiency level. Some qualification was done as well. Another example of how they handled calls was activation in the sense that when people called to cancel their membership, the XACT team would try to keep them engaged. For instance, if somebody called saying they couldn’t complete the course, XACT tried to convince the caller to continue with the program and highlight career opportunities for them if they succeeded and got their certification.  Udacity used Salesforce internally, including Sales Cloud. We also used Intercom for chat and Blueshift for email. We put XACT on our Salesforce instance, so they had permissions and access to enter information. We used RingCentral, but they used inContact. When a call came in on our IVR (interactive voice response) system, it was forwarded to their infrastructure. They handled the call and used our Salesforce instance. What is the team composition? It fluctuated over time. We worked with an average of 10 people at a time. Of course, you’re not really hiring 10 people; you’re hiring more than that because people are backfilling for each other, etc. There was a trainer, as well as two people who helped with infrastructure issues. One infrastructure would be ensuring that the script that we wrote was updated and fit into their infrastructure.  The other person handled training. There was training before the program, and then they updated the call reps on new programs we were launching. We added the retention program, which required updated training as we went along.  How did you come to work with XACT? We did a pretty extensive search. I talked to about 10 different places. It had been several years since I’d done call center activities, so I really started from ground zero. I did a lot of web searches and talked to other companies and narrowed it down to 10. I spoke to all of those companies on the phone, sent a loosely defined RFP to six of them, and then narrowed it down to three. Those three companies met our CEO and marketing person. How much have you invested with them? There were setup costs, such as integrating inContact and our Salesforce instance, and QA costs in some cases. There was also an hourly rate per rep.  What is the status of this engagement? We started working together in January 2020, and XACT is still working with Udacity. It’s my understanding that they’ll continue to grow with Udacity. Because of the success of the program, they’re looking at rolling it out further. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? In terms of retention numbers, they were performing greater than our chat functionality. When we started out, retention was a few percentage points, but we got into double digits pretty quickly. We reached mid-double digits after that. There was a lot of growth. They did a great job introducing us to the telephony world and quickly building up our acquisition and retention programs. In terms of their work, they were great, and I evaluated that through SLAs (service-level agreements) and real-time updated reporting. We asked for a lot from them, and they definitely kept up. Their flexibility was also noteworthy, as the program evolved from acquisition to retention. How did XACT perform from a project management standpoint? They had very strong project managers, which was something we were really reliant on; I was stretched too thin to do day-to-day management. They brought in someone who handled not only training but also project management. We were constantly doing new programs that needed to be tested, so somebody really needed to manage that integration, update scripts, understand the program, and then communicate the program to their frontline. We had biweekly calls with the trainers at that level. We also put them in our Slack channel. We treated them as an extension of the team; while chat was handled by our employees, XACT handled the phone. Both teams met quite frequently. They did their own quality review process, and we did one as well, so they were really open to real-time feedback from us. What did you find most impressive about them? Their ability to respond quickly and scale set them apart. We had 10 reps, but we moved beyond that eventually. They were really good thought partners who brought new ideas to the table. Are there any areas they could improve? No, I don’t think there’s anything specific. The telephony space is changing pretty rapidly, so things they could think about are a more dispersed workforce and integration with different CRM systems. They also have chat offerings, and I think it’s important that they can leverage a client’s existing chat infrastructure. Any advice for potential customers? Be upfront about expectations in terms of what you want and how you’re going to measure success. Constant check-ins during the first month are really key. I think they do a really good job providing daily reporting, but depending on how big your organization, it’s important to figure out how to automate that reporting. We depended on Google Sheets, which was good, but seeing how it fits into the bigger picture and infrastructure is important. Whenever you do these programs, remember that patience is a virtue. Know that it takes a month to ramp up. You can do all the best training you want upfront, but they were also open to real-time training. I know they have offshore call center offerings; we didn’t test that out, but more and more customers are interested in that. --- #### Call Center Services for Online Delivery Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Jan. 2015 - June 2020 **Project Summary**: XACT offered call center services, handling both inbound and outbound calls from customers and merchants. They provided QA services as well as call recordings. **Review Rating**: 5.0 - Quality: 4.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Director Customer Success, Delivery Company - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Jul 2, 2020 **Feedback Summary**: The vendor's efforts conserved internal resources, allowing internal stakeholders to prioritize other tasks with confidence in XACT's abilities. The team quickly addressed requests, working 7 days per week. The representatives were easy to work with; they smoothly addressed any issues that arose. ""The management team was attentive and great to work with." " **BACKGROUND** Please describe your company and your position there. Provide online delivery services Director Customer Success **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire XACT? Call Center Representatives to handle calls. What were your goals for this project? Handle inbound and outbound calls quickly and provide excellent quality. **SOLUTION** How did you select this vendor? Wasn't part of that process, company relationship is 9 years old. Describe the project in detail. Inbound and outbound calls to/from customer and merchants for fast pace company, providing 7 days a week support. Took on additional tasks as requested. QA and call recording provided as well. What was the team composition? Reps were pleasant, team members would provide coaching as requested. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? Freed up the team as they handled calls thus allowing the company to put resources on other tasks How effective was the workflow between your team and theirs? We conducted regular calls as needed, would jump on requests quickly as needed which was appreciated. What did you find most impressive about this company? The management team was attentive and great to work with. Their tech support was great to work with when tech issue arose between both companies. Are there any areas for improvement? Continue training reps as needed for continued improvement. --- #### Call Center Services for Holiday Themed Photography Company **The Project** - Services: Call Center Services - Project size: $200,000 to $999,999 - Project length: Apr. 2019 - Ongoing **Project Summary**: XACT provides flexible call reception services for a holiday event company. Their work includes adjusting staff to respond to dramatic call influxes and establishing a body of knowledge around types of calls. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Customer Service Manager, Cherry Hill Programs - Industry: Arts, entertainment & music - Client size: 201-500 Employees - Review Type: Phone Interview - Verified **The Review** — Jan 28, 2020 **Feedback Summary**: The new call handling methods and personnel have dramatically improved the client's ability to troubleshoot and solve problems as they arise throughout the season. The XACT team is organized and creative, developing a database for different issues and staying flexible when workloads changed. ""They are incredibly fluid and able to act on the fly." " **BACKGROUND** Introduce your business and what you do there. I am the customer service manager for Cherry Hill Programs. We supply shopping malls with Santa Claus and Easter bunny photo experiences. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with XACT? We hired XACT to assist us with our seasonal influx of calls, which only happens during the times we are operating at malls. **SOLUTION** What was the scope of their involvement? We needed a company like XACT who could staff up for us in the short period of time that we needed them. We have all sorts of different scenarios in which customers were either unable to claim their photos after they went to the set. We have an online digital photo option. There is a bit of technicality involved with checking to see if the customer's photos were actually uploaded and if so, why they were unable to retrieve them. A big portion of what they did for us was looking through receipts to verify codes, times, malls, as well as figuring out whether this was sent correctly and uploaded. In addition, we have complaints about the Santa set which can range from wait times, to photo quality and other things. There are a whole lot of things that can happen; sometimes mall-related and sometimes staff-related. They also field complaint calls and forward that information to me so that I can accelerate it to the correct departments and get it taken care of. Additionally, we have a reservation system where customers are able to book slots to see Santa. Sometimes, they want to change that reservation, need a refund, or have questions about the reservation process. Those were another huge portion of what the calls they were taking in were related to. They are actually utilizing several different databases for me and depending on the type of call, they had to define where they were headed with it, whether a customer was looking for a receipt, a fast pass or a refund. They were really awesome at learning all kinds of technical things. I wrote a whole lot of canned responses initially and gave Marianne (Senior Knowledge Manager, XACT), as much information as I could about how our systems ran. I also gave her a dashboard that connected her to all the pieces that she might need to satisfy customers. From that, she created their own Wiki where people could click, search, and find answers. She was very instrumental there in taking a lot of canned information and conversations from me and creating a database that she kept up with. Sometimes procedures would change and things were added or subtracted from what we had to do and she kept it ongoing so that it was current to what was happening at that point.  What is the team composition? Marianne was our primary point of contact. Angela (Senior Manager of Client Services, XACT) also helped quite a bit with staffing. William (Vice President of Operations, XACT) did a lot of technical stuff behind the scenes, and Richard (Executive Vice President, XACT) did a lot of the scripting and IVR. We had about 25 dedicated team members and about 25 that would take rollover calls who were also trained but weren’t dedicated to the account. How did you come to work with XACT? I spent a couple of months going through everything I could find about the main leading companies that were out there. XACT came to the surface in several searches for me as a good company and one that might have the ability to handle a project of our magnitude. Other answering services that I spoke to were not ready for the kind of influx we could have taken. XACT had the staffing and even had the possibility of using international if we needed to.   I reached out to about 10 different call service providers and there were several other companies that we actually flew out and visited, and my conversation with Kathy (Director of Sales & Business Development, XACT) was the most important part of my decision. When I told her what I was trying to do, she had a lot of ideas on how to do it. Rather than me instructing some company about what I wanted, she told me what I needed. That was something I was looking for, having never outsourced before and really not knowing how to present myself. She was undaunted and given the information I gave them, Kathy came back to me with a whole lot of suggestions for ways that we could handle this. Both my boss and I were really impressed with that and decided to go with them.  How much have you invested in them? We have spent about $250,000 so far. What is the status of this engagement? We began working with them in April 2019, and the work is still ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? After what they have learned from our first season, with all of this experience under their wings, we can't imagine going without their services at all. We are headed into Easter now with them and we feel very comfortable because of all the things they have learned. I would never want to start over at this point. We feel like we have really gained another part of our own team. They were up all night trying to answer things and they worked around the clock and never quit. Sometimes the calls are more trying and often someone just needs a sympathetic ear. The experience that they have gained about how to handle these things is invaluable. Of all of our tickets that came in, we found we had five huge categories that calls fell into over and over. Now that they've experienced most of the different calls we receive, they have the ability to actually categorize these things and take off in the right direction was there. We are speculating that they will be on the phone less time this Easter given that they have this way of attacking it and have learned how to do it more effectively. How did XACT perform from a project management standpoint? Communication with their team is great. We email all day long, call each other directly, and also employed Slack, so I never felt that there was a gap in communication at all. We had a meeting on Wednesdays just to catch up and see where we were at. During those meetings, they would often give us suggestions that we felt were very valuable, and we followed a lot of their leads on those Wednesday meetings to stay ahead. It was an all-out effort on both our parts. What did you find most impressive about them? They are incredibly fluid and able to act on the fly. There was no stop and go and there was never a time where we had to figure out what we were doing. For any company that is trying to outsource, it is a very scary thing to hand all of your customers to a stranger. I felt almost right away that they were working alongside me. My nervousness about letting someone else take over my job was eliminated by their ability to hit the ground running. Are there any areas they could improve? There were days that we had to quickly staff because our volume suddenly spiked, but sometimes that was because of a technical problem on my end and had nothing to do with them.  Perhaps as a team, we might start stronger at Easter with more people staffed in preparation of the idea that we might have these giant flows and swings in the number of calls. Do you have any advice for potential customers? Allow them the time to give you their input. Give XACT as much information about your business as you can, and they will begin to ask you very structured questions given what you describe. It was okay to ramble on and on, and they jumped on that. I was able to speak calmly about it and give them a lot of information, which helped me in the long run. Any company looking to use XACT should get their input and not be surprised at how much they can offer you, even if you think you know what structure will work best. Give them enough information to let them help you with that design, and it will work out better than most people could plan. --- #### Customer Service for Media Company's Clients **The Project** - Project size: Confidential - Project length: Dec. 2018 - Ongoing **Project Summary**: They provide customer service solutions for a media company’s clients. Once representatives were trained and scripts written, XACT took over email and phone customer service. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Partner, MediaWorks 360 - Industry: Advertising & marketing - Client size: 1-10 Employees - Review Type: Phone Interview - Verified **The Review** — Oct 15, 2019 **Feedback Summary**: Internal stakeholders measure XACT’s work by monitoring regular reports, and they’re satisfied with their performance and capabilities. Enthusiastic and responsive, the team executes outstanding customer service. The quality of their work, along with their competitive pricing, sets them apart.  "“At this point, we’re very happy with the service we’re getting from XACT.” " **BACKGROUND** Introduce your business and what you do there. I’m a partner at MediaWorks 360. We work with publishing companies to develop outsourced marketing services, membership programs, and premium-price subscription opportunities. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with XACT? Many of the subscription programs that we develop and launch on behalf of our clients have a customer service portion. We’ve used several types of companies in the past, but XACT offered a service that we thought would be effective for our clients. **SOLUTION** What was the scope of their involvement? XACT handles customer service for several of our clients via email and phone. We set up introductory calls at the beginning of the partnership. My team trained their phone and email reps to understand the products we deliver and what issues some consumers might have with our products. We also set up scripts. If a customer has a problem or question, they can contact a member’s support email address. This connects the customer directly to XACT, who can answer questions and provide support on a range of topics, from pricing to password issues. XACT can handle many different issues, but if they come across something that they need to escalate, they can do so with me or somebody else on my team.  How did you come to work with XACT? One of our partners and clients uses XACT as their customer service agent, and they raved about their experience and ability to manage that process. We gave XACT a test run with some of our campaigns, and they worked very well.  The pricing was also excellent, and the quality of their services was much better than the competition. For those reasons, we’ve moved pieces of our business over to XACT in the past six months. How much have you invested with them? I don’t handle bills on a direct basis anymore, but when we were looking for a provider, their costs were better than those of other companies we were using. We feel that from pricing and quality standpoints, they’re a solid company. What is the status of this engagement? Our work together began in December 2018, and it’s ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? We receive regular reports on customer service interactions, which we measure weekly based on different categories, such as pricing or customer issues with the product. This allows us to check on XACT’s abilities to provide support and to see the volume and type of complaints we’re getting from our own customer base. At this point, we’re very happy with the service we’re getting from XACT.  How did XACT perform from a project management standpoint? They’ve been very good. XACT is eager to perform. They provide great reporting and are very responsive when we have issues or questions. What did you find most impressive about them? Their quality stands above and beyond what we’ve used in the past. The pricing is good and might even be better than that of US-based competition. Are there any areas they could improve? No, not really. We’re very happy with them so far. Any advice for potential customers? Just by doing due diligence within the industry, I think any potential client would see the advantages that XACT brings to the table: their quality of service, their pricing, and the fact that they’re US-based, which was important to us. The combination of those factors makes them a great candidate for customer service work. --- #### 24/7 Call Center Services for Dental Business **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Sep. 2013 - Sep. 2016 **Project Summary**: XACT provided call center services to a DSO. Approximately 24 agents were assigned to the project. The team offered reporting services and created a dental practice information directory for the agents. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Former Manager, Dental Business - Industry: Other industries - Client size: 1,001-5,000 Employees - Review Type: Phone Interview - Verified **The Review** — Sep 17, 2019 **Feedback Summary**: XACT leveraged a comprehensive training process to deliver excellent abandon rates, conversion rates, and QA scores. Dedicated and proactive, the team was quick to address issues and provide relevant documentation. Their transparent, collaborative approach set them apart from other providers. ""XACT scientifically determined how many agents were needed for each hour of the day." " **BACKGROUND** Introduce your business and what you do there. I was a manager at a dental support organization (DSO). We had about 165 dental practices in various states, and I was in charge of scheduling for all of these practices. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with XACT? We brought XACT on board to create a 24/7 call center to answer new patients and schedule appointments. The challenge is that patients don’t just call to schedule appointments. Typically, they have questions or claim to already know what’s wrong with their teeth, and answering these types of calls requires extensive training. **SOLUTION** What was the scope of their involvement? XACT took care of the hiring and reporting for me, and confirmed that we had the right number of agents in each time slot. They also trained agents on how to communicate with our patients and schedule appointments. I used their documentation to plan other trainings as needed. Additionally, they worked with our IT team to create a directory of information about each of our practices. Agents could look up the procedures and services offered, doctors, available time slots, hours, and other information for the relevant practice. What is the team composition? Will (Vice President of Operations, XACT) was our account manager, and we worked with Kathy (Director of Business Development, XACT) on contractual information. We also had a reporting specialist and an agent supervisor. The agent supervisor helped with QC for our phone calls, managing somewhere between 23–25 agents. How did you come to work with XACT? I wasn’t directly involved with hiring XACT, but I know that my company interviewed quite a few other call centers. My background is in call centers, and I tried to stay in-the-know about the search process. Their response time and their interest level set them apart. They seemed to care about our needs and had a desire to help us improve. Our vice president of marketing at the time had high standards, and was a no-nonsense kind of person. For him to have picked XACT, they had to have known their stuff and been on top of everything. What is the status of this engagement? We started working with them in September 2013. The partnership lasted for three years. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  The abandon rate was exceptional, basically zero. XACT scientifically determined how many agents were needed for each hour of the day. I used to do scheduling, and those calculations are not easy. Our executives repeatedly commented on how great those numbers were. With an onsite call center, there’s typically a lot of chitchat, but we never ran into that issue with XACT. The conversion rates and QA scores were also impressive. We carried about a 35% conversion rate, from seeing a TV commercial to making a call and setting an appointment, and they maintained that. We didn’t have any issues with missed calls, and the agents were always polite. Patients always assumed that they were part of the practice. We also created a bonus program to reward agents for high performance. I couldn't have done my job without XACT doing theirs. They were a major asset. The admin work behind running a call center is huge, and they were constantly helping me improve. I was more capable of doing my job because of the training they did with their agents. I was able to trust that they were saying the right things to our patients. It took some time to create the practice information directories, but once we had that up and running, the results were amazing. The agents could tell exactly where the call was coming from and answer with the doctor’s name. I’m not sure how they built the directory, but it was extremely helpful. We were much more able to focus on our patients and how they were being treated. XACT made my job a thousand times easier and made my whole team more productive. They were answering about 2,500 calls every two weeks. How did XACT perform from a project management standpoint? Their people were wonderful, especially the agent supervisor. She would pick up problematic trends with agents and correct them before I even knew about it. She was on top of everything and always available. She audited at least 5–10 calls a week per agent and always provided the documentation that I needed for trainings. We had all day meetings every other Tuesday. We had to stagger them because we couldn’t have every agent there at the same time. Even compared to having an onsite call center, the communication was XACT was always quick and seamless. Between the different specials for individual practices and the documentation that we needed, it was a lot to keep up with. Also, if something was ever wrong with their reports, I could send an email and get a new, accurate report within a day. What did you find most impressive about them? I was impressed with how quickly they were trained. We would onboard about 15–20 practices at a time, and they were always ready to go live with a new cohort within a week. At first, I was the one tracking everything, and I was sending panicky emails to Will without knowing it. He was always very responsive and never passed me off to anybody. Whatever the issue, he’d send a response and have it fixed. Launching with them was a breeze. I felt like XACT was part of our team. I could’ve called anyone at the company, and they would’ve welcomed the call and helped me out. They’re very approachable and responsive. They also never made excuses, which was significant for me. I hear excuses a lot. They were always upfront and transparent with us about any issues that they were facing. We knew what was going on at all times. Are there any areas they could improve? Actually no, I would still be working with them if it were up to me. We eventually transferred everything back to the practices, and the numbers plummeted. Personally, I wouldn’t have terminated the contract. There are hiccups in every project, but with XACT, issues were fixed immediately. They knew exactly what needed to get done, and they delivered. Do you have any advice for potential customers? Make sure that you know what you need from them, and what they need from you. Build up a schedule with them based on your constraints. If you give them what they need, you won’t have any problems. They can get the job done. --- #### Call Center Support for Publishing Company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Dec. 2018 - Ongoing **Project Summary**: XACT provides call center support services for a publishing company. The team answers questions about orders and products. They were provided initial training. **Review Rating**: 4.0 - Quality: 4.0 - Schedule: 4.5 - Cost: 4.0 - Willing to Refer: 4.5 **The Reviewer** Customer Experience Manager, Teachers' Curriculum Institute (TCI) - Industry: Education - Client size: 51-200 Employees - Review Type: Phone Interview - Verified **The Review** — Jun 3, 2019 **Feedback Summary**: XACT delivers high-quality services that streamline internal processes and have had a positive impact. Their flexibility supplemented their professional management style. They’re open to feedback and scope changes. Expect an adaptable team of listeners. ""XACT makes their customers feel supported." " **BACKGROUND** Introduce your business and what you do there. I’m the customer experience manager for TCI. We publish social studies and science curriculum for K-12. My main responsibility is managing our call center vendor. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with XACT? We needed a company to Be our customer support arm and answer customer questions about orders and programs Do data entry (order entry) work Execute these with a high level of professionalism **SOLUTION** What was the scope of their involvement? XACT answers customer questions about orders they’ve placed, orders they’re looking to place, or any questions about the products themselves. We have an in-house product that they don’t have access to. We set up an expectation that the agents should understand the type of questions they can assist with and the ones that need to be directed to our in-house team. They were also trained on entering purchase orders in our system. XACT hosts an in-house knowledge base. We initially wrote a job-aid for XACT which was then uploaded to this knowledge base. While I’m used to Google Docs, where any changes are almost instantaneously communicated to the agents, we have to run through a few steps before the in-house knowledge base gets updated. We went and trained their trainers before they trained their agents. What is the team composition? There are a trainer and two operations managers who are involved with the TCI project. How did you come to work with XACT? After searching Google, I shortlisted about ten vendors. We made site visits to our final two. XACT was chosen because they came with a clear plan after seeing our scope of the project. They understood what we were looking for, what support we needed, and what systems they had to integrate with. When we visited their call center in Florida, it was professional and business-like. It didn’t seem like a call center mill, and the people appeared to be happy working there. We also met with their head of IT who answered a lot of our questions. We needed agents to work in NetSuite and Salesforce, and the head of IT had a clear insight into what we needed and how they would work with us. How much have you invested with them? We spent between $30,000–$60,000. What is the status of this engagement? We started working with XACT in December 2018, and the services are ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? We set up a QA process that checks the interactions of each agent via email and phone calls. It happens once a week, and agents have to score above 85% to pass. Our team expects the orders to have as few errors as possible. A 25% error rate is the acceptable rate as far as order entry goes. XACT has made a positive impact because the number of questions we’ve had to answer has significantly lowered. Pressure has eased on our team. The routine order support calls have been taken over by their team. Our peak season is between July and September, which is why we brought them on a few months before to iron out any wrinkles. I’d be able to give a quantitative and qualitative backup at the end of September. How did XACT perform from a project management standpoint? XACT follows through on what they promise. Once we communicated our needs and nailed down our QA process, they’ve been great at adapting to it and delivering on our QA expectations. Their team is involved in all of our meetings, which makes us feel supported. They’re also open to suggestions. We’re working on changing how we train the agents because sometimes things get lost in translation. It’s challenging because there’s a time interval between when we prepare the trainers and when they train the agents. They’ve been good at making it as seamless as possible, allowing us to come in and train agents directly. Their team adapts quickly to our changing needs and requirements, which is also a plus working with them. What did you find most impressive about them? XACT makes their customers feel supported. Their team is flexible, listening to their customers and adapting themselves quickly. Their response time is short. We’ve thrown a lot of changes at them since the project began, and they’ve been quick to respond to them. Their team makes it easy for me to work with them, being open to feedback and changes immediately. Are there any areas they could improve? XACT tends to keep the training in-house, which creates a time delay. It’d be good if they’d be more open to clients coming in and training directly. They could also keep us posted on any internal changes as well. We’re working with their team on these, and they’re listening to our thoughts. Do you have any advice for potential customers? Clients should have everything documented. It helped us to have everything written down at the start. If the customer has specific expectations, talk to them and write it down. Get their buy-in at the beginning, so it becomes a smooth process. --- #### Centralized Answering Services for Medical Equipment Rental Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Jan. 2015 - Ongoing **Project Summary**: XACT provides a centralized 24/7 answering service for each of a company's branches nationwide. They helped create scripts with customized questions and provide text and email follow-up documentation. **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Operations Manager, Medical Equipment Rental Company - Industry: Other industries - Client size: 201-500 Employees - Review Type: Phone Interview - Verified **The Review** — May 30, 2019 **Feedback Summary**: Applying XACT's comprehensive answering service across disparate business units offers a uniform solution. They provide thorough documentation and follow-up to ensure drivers receive all salient information from customer calls.  Customer relations have notably improved with their support. ""The level of service they provide per call is excellent." " **BACKGROUND** Introduce your business and what you do there.  I'm the operations manager for a medical equipment rental company. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with XACT?  We wanted to have a central answering service for all our facilities on the east coast and in the central areas of the country. At the time, we were trying to streamline the process and have a single go-to answering service. By working with one entity, we planned to apply the same answering system policy throughout all our branches so we could train them to understand how we do business and interact with our customers.    **SOLUTION** What was the scope of their involvement?  Getting any answering service acclimated to how our company works is a bit challenging since we're not a typical rental company. We provide various types of equipment. Depending on which product a customer is requesting to rent, there is a specific series of questions they need to answer. That information is crucial to our billing process at the end of the rental period.  We worked with XACT to create scripts that include a list of questions and a menu of options. Based on the type of decision-making at hand, they need to ask certain questions and listen for specific information when a customer calls.  XACT interacts with each of our branches. They send out notices to the drivers and tangible records of the call logs the following day or the weekend prior. The service is 24/7 and includes voicemail, texts, and emails. Having all of these options is integral to our business. What is the team composition?   We typically work with 2–3 people from XACT. A designated project manager involved helps oversee everything for us. How did you come to work with XACT?  Cost was our number one focal point in choosing an answering service. We compared the price points for each quote we received. Flexibility is an important factor, and XACT seemed able to change as needed and understand how we do business.  What is the status of this engagement?  We've been working together for at least 3-4 years now. XACT is still taking calls for us at this time. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  We receive logs for missed calls and opportunities, and we haven't seen anything tangible beyond day-to-day issues. After we initially received complaints from our customers, they changed the staff they assigned us and modified their training accordingly. I appreciate that they made improvements early on. They text or call our drivers and call back a period of time later as needed. The documentation they provide, such as sending us emails the following day, has been critically important and helps us improve our customer relations. How did XACT perform from a project management standpoint?  XACT has gotten to the point where they understand how we run as a company. Even though they're under our umbrella, our branches operate slightly differently based on customer volume and the number of drivers. QA is more reactive than proactive, in my opinion. In different scenarios, we figure out how to handle an incident and adjust accordingly. How they handle on-call requests fluctuates, since acclimating is an ongoing challenge. What did you find most impressive about them?  XACT's flexibility makes their team impressive. They communicate back to us very effectively about the demand for calls about pick-ups or deliveries. The level of service they provide per call is excellent.  Are there any areas they could improve?  I would like to receive more updates for each of our branches, such as monthly or quarterly reviews. Maybe they could generate and send us recurring reports on the call volume so we can see if there's anything more we can do on our end to reduce costs. I'm interested in finding out how to address long phone calls and what it would take to reduce the duration per call.  Do you have any advice for potential customers?  I advise future clients to be upfront and keep everything aboveboard. Have a plan ready when you approach them and be very specific.  --- #### Call Center Services for Dietary Supplements Retailer **The Project** - Services: Call Center Services - Project size: $200,000 to $999,999 - Project length: Apr. 2018 - Ongoing **Project Summary**: XACT provides call center services to supplement customer experience. The team assists with 24/7 customer support through phone calls. The service is ongoing. **Review Rating**: 4.0 - Quality: 4.0 - Schedule: 4.0 - Cost: 4.0 - Willing to Refer: 4.0 **The Reviewer** Customer Service Manager, Dietary Supplements Company - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Jan 8, 2019 **Feedback Summary**: XACT delivered a talented and dedicated group of call agents that have increased productivity and customer satisfaction. The communicative team makes an effort to keep in touch despite time differences. Their motivation spurs continued engagement. ""We saw an opportunity to become long-term partners with XACT." " **BACKGROUND** Please describe your company and your position there. I’m a customer service manager for an e-commerce health supplement retailer. Our team researches and develops our products, while distribution and manufacturing are based in the US. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire XACT? We wanted to offer our valued customers US-based phone support. What were your goals for this project? We wanted to ensure an excellent customer experience. **SOLUTION** How did you select this vendor? We believe in our company and cultural values. XACT displays a similar culture regarding how they treat their employees. Staff development and a successful work environment is key to any business. We saw an opportunity to become long-term partners with XACT. Describe the project in detail. Our company offers 24/7 phone support for our top products. This includes pre-ordering, delivery inquiries, returns, and refunds. What was the team composition? XACT provides a team of blended call agents. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? The call agents are dedicated. We enjoy a balance of cost and performance throughout the engagement. How effective was the workflow between your team and theirs? Despite time zone challenges, we’re able to touch base with each other frequently. We keep our partnership strong and resolve operational matters through quick calls and emails. What did you find most impressive about this company? XACT stays professional and motivated to ensure continued success in this relationship. Are there any areas for improvement? Over time, XACT will be able to scale their resources for future growth and rival other big companies. --- #### Inbound Customer Support for Paints & Coatings Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Jan. 2016 - Sep. 2017 **Project Summary**: XACT provided customer support augmentation for a paint and coatings company. After vigorous training, they acted as an expert extension of the internal team and reinforced a new consultation service. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Senior Manager, Paints & Coatings Company - Industry: Other industries - Client size: 10,001+ Employees - Review Type: Phone Interview - Verified **The Review** — Dec 14, 2018 **Feedback Summary**: The collaboration was seamless, and XACT’s response time were above reproach. They provided a flexible, personalized service and always operated with professionalism, speed, and agility. They exceeded all expectations and were always accommodating. "“They’re on the top of my list if I ever need this kind of service again, and I would happily recommend them to anyone.” " **BACKGROUND** Introduce your business and what you do there. We are a large coatings company. We offer a color consultation service, which was part of XACT’s involvement with us. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with XACT? We wanted to offer this service incrementally, but it was very new to us at the time. We didn’t have the skillset internally to pull off this new service effectively, so we sought outside help to augment our customer service and sales force as we determined what the demand and turnaround times would be for this new service. **SOLUTION** What was the scope of their involvement? Our consumers are interested in support for interior design and color selection. We wanted them to be able to make confident decisions and move customers through the purchasing process quickly. We did some remote training, provided them with scripts, and showed them how to be subjective with provided photos and information. We also provided onsite training with our color expert. We vigorously explained color theory, lighting conditions, moods, and some fairly tricky topics. Once we completed the training process, we were confident that we had resources that were comfortable in the space and able to act as knowledgeable representatives for us. Our expertise is important to our business, so we needed to make the collaboration as invisible as possible for our consumers. They gained confidence faster than we anticipated, and we set them up with weekly reviews of basic metrics and responses. What is the team composition? We had a project manager who helped us through all the points of the RFP process. After the initial meetings, she set us up with some specific points of contact, but she was always involved. Because the project was so new, we misjudged the volume of resources we would need. They were flexible and graciously reduced the team size to keep the project sustainable. How did you come to work with XACT? Our initial interactions with them were amazing. We were familiar with their work, but were worried they might be beyond the reach of our budget. They offered reasonable rates, and we were delighted to work together. They met all our expectations, and it was an easy decision to choose them over other vendors. What is the status of this engagement? The first contact with them happened around January 2016 and training occurred that May. After their integration, we worked together until the fall of 2017. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? We have a volume tracker that showed that they responded to our consumers within 24 hours. Their representatives were very professional and always reached out to us if they had any questions or needed more information. We probably weren’t their only customer, but they treated us as if we were their only client. How did XACT perform from a project management standpoint? They produced reporting for us and made recommendations about metrics they could share. We ran weekly engagements after the launch and spoke at several intervals beforehand. They always kept us abreast of any recruitment, training, or implementations. What did you find most impressive about them? They always operated at the peak of professionalism and customized everything to our needs. That was one of the reasons we were attracted to them from the beginning. They were nimble and handled everything easily, even when our requests felt strange. They’re on the top of my list if I ever need this kind of service again, and I would happily recommend them to anyone. Are there any areas they could improve? No; they went above and beyond all our expectations. Whenever we had volume dips and needed to make changes, they worked with us to reduce the number of dedicated staff. Even at times when they could have dinged us for changing the parameters of the contract, they were always willing to adjust. Do you have any advice for potential customers? As with any service, be as thorough as you can from the beginning. That will allow them to respond accurately. We had some unexpected changes to our requirements, but we were prepared and avoided any consequences. --- #### Call Scheduling & Auditing for Marketing Services Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: **Project Summary**: XACT has a long-standing partnership, working with the internal team to validate leads and provide call answering services for third-party clients. **Review Rating**: 4.0 - Quality: 3.5 - Schedule: 4.0 - Cost: 0.0 - Willing to Refer: 5.0 **The Reviewer** Senior Director, Marketing Services Company - Industry: Other industries - Client size: 1,001-5,000 Employees - Review Type: Phone Interview - Verified **The Review** — Oct 12, 2018 **Feedback Summary**: XACT reaches key performance indicators and conducts quality assurance to ensure well-developed services. The team is responsive and professional. "“We have many business partners. XACT is one of the few that we can wholeheartedly rely on.” " **BACKGROUND** Introduce your business and what you do there. Our company provides marketing services to all sizes of businesses. I'm responsible for sourcing partnerships. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with XACT? Our customers needed lead validation and call answering services. **SOLUTION** What was the scope of their involvement? XACT performs call answering and lead validation services for our clients. They monitor, audit, and classify leads for our clients. What is the team composition? We have multiple high-level contacts, including the VP of customer success and Director of Business Development. We also work with individual members of their team. How did you come to work with XACT? We engaged them through our standard partner evaluation process. What is the status of this engagement? We’ve been partners for a long time, and the work is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? They meet our key performance indicators and provide quality assurance. We’re pleased with their work. How did XACT perform from a project management standpoint? They do fantastic work and are responsive and flexible. We have quarterly business reviews with their team to evaluate their progress. Their quality assurance used to be reactive, but it’s recently become more proactive, which we appreciate. What did you find most impressive about them? The best thing about XACT is their responsiveness. We have many business partners. XACT is one of the few that we can wholeheartedly rely on. They immediately respond to our emails, no matter the time of day. They bring in the right senior-level individuals to resolve our concerns in an expedited fashion. They’ve been incredible to work with. Are there any areas they could improve? They should continue to focus on proactive QA. Do you have any advice for future clients of theirs? Set clear expectations and KPIs going into the relationship. Utilize quarterly business reviews to make sure everyone is on the same page and that KPIs are consistently being achieved. --- #### In-kind Retention Calls for Human Services Nonprofit **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: **Project Summary**: After co-writing a script, Xact Telesolutions made several rounds of retention calls to increase attendance at an upcoming event. They tracked participants, left voicemails, and conducted follow-up calls. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Corporate & Community Engagement Manager, Nonprofit - Industry: Other industries - Client size: 11-50 Employees - Review Type: Phone Interview - Verified **The Review** — Oct 5, 2018 **Feedback Summary**: With a friendly and engaging approach, Xact Telesolutions helped increase event retention. They kept detailed records of all calls and helped participants register for the latest event. The team offers a professional tone and is a strong option for calling services. ""In addition to being helpful and friendly, they were genuinely excited about helping a nonprofit." " **BACKGROUND** Introduce your business and what you do there. I am the corporate and community engagement manager at a nonprofit organization. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Xact Telesolutions? We enlisted Xact Telesolutions to call past participants of our fundraising 5K to register them again for our most recent race. **SOLUTION** What was the scope of their involvement? We teamed to write the script, and our team proofed it once complete. We provided Xact Telesolutions with contact information for past participants. They made several rounds of calls to engage them and register them again. The callers kept records of who planned to participate again. They also took notes of who we couldn’t reach. In those cases, they left voicemails according to our script and called again at a later date. What is the team composition? I worked with a three-person management team. I did not interact much with the group of people making the phone calls. How did you come to work with Xact Telesolutions? I worked with Xact Telesolutions at a previous job at a different foundation. How much have you invested with them? As an in-kind agreement, we provided Xact Telesolutions an opportunity to market themselves as a sponsor of the event in exchange for their services. What is the status of this engagement? Our engagement spanned August–December 2017. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? We experienced increased retention from previous years, making our event a success. How did Xact Telesolutions perform from a project management standpoint? They were a tremendous help. Xact Telesolutions helped us achieve our goals by representing us professionally and having a customer service-oriented outreach approach. The feedback we received from participants said that the callers were friendly and engaging. What did you find most impressive about them? In addition to being helpful and friendly, they were genuinely excited about helping a nonprofit. Are there any areas they could improve? No, nothing comes to mind. Any advice for potential customers? Xact Telesolutions is supportive in helping you get the materials you need to make it a successful project, but it’s important to be organized on your side as well. --- #### Call Center Services for Telemedicine Company **The Project** - Services: Call Center Services - Project size: $200,000 to $999,999 - Project length: Jan. 2015 - Ongoing **Project Summary**: Xact provides call center services, including a staff of full- and part-time customer service representatives (CSRs) integrated into the company's workflows. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 4.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** President, Telemedicine Company - Industry: Other industries - Client size: 11-50 Employees - Review Type: Phone Interview - Verified **The Review** — Aug 24, 2018 **Feedback Summary**: Xact has helped the company manage tremendous growth efficiently and effectively, boosting the company's overall reputation in its field. Their services help maintain high call utilization rates compared to the industry average. Flexible and continually improving, they're invaluable partners.  "“We've experienced over 1,700% growth over the last few years–we couldn't have achieved without their help.” " **BACKGROUND** Introduce your business and what you do there. I'm the president of a telemedicine provider of 24/7 access to doctors in all 50 states. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Xact? We needed assistance expanding our call triage system, allowing patients to initiate their consultation to speak with a doctor over the phone. Although patients have the option to do so through our mobile app or online, over 90% of people call directly, so we needed to expand our call center capacity to be able to keep up with demand, while continuously improving call length and wait times. **SOLUTION** What was the scope of their involvement? Xact provides a mix of part- and full-time customer service representatives (CSRs) for our call center. When a patient calls, the CSR asks a series of questions to verify patient details and needs and provides call-back information. They also integrated their workflows into our systems to meet our protocols. Since the training we give our CSRs is very specific to our business, we're able to create our own tests and reviewing criteria in order to approve of any CSRs working on our account. We also regularly review calls to ensure the right questions are being asked. What is the team composition? They've assigned about 25 people to our account, but we also work with a technical manager, project manager, and operations manager. About half of the CSRs assigned are full-time, while the rest are part-time. How did you come to work with Xact? I actually introduced the company to Xact before I started working here, based on my previous experience with them at another company I ran. How much have you invested with them? We spend about a couple hundred thousand annually. What is the status of this engagement? We've been working together for around four years. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? We were recently named one of the 500 fastest-growing companies in the U.S. by Inc. and the fastest-growing company in telemedicine, which is partly attributable to Xact's efforts. We've experienced over 1,700% growth over the last few years–we couldn't have achieved without their help. In just one month, we added 35% to our book of business, and they've been able to help us manage that incredible growth. The fact that people can call and get through the process within a few minutes is a game changer. Our average utilization is at 52% compared to the industry average of 7%. They continue to help us ensure call wait times and other metrics are meeting our standards. How did Xact perform from a project management standpoint? They're very involved with us on an operational level. We monitor the metrics of our call center vigilantly, reviewing reports over a phone meeting every week. They've been flexible and good about managing quality assurance to help us maintain a 100% client renewal retention rate. Additionally, giving us a high level of control over the systems they use has been incredibly helpful. What did you find most impressive about them? They're very flexible. For our budget, we couldn't find a better partner. Are there any areas they could improve? We're extremely picky about choosing people to work on our accounts. It's not entirely their fault, but it'd be nice if the process was slightly easier to find the right types of resources to add to our account as needed. Do you have any advice for potential customers? Try to give their team a clear idea of what you want to achieve, including specific metrics and features of your calls (i.e., call times, call wait times, etc.). --- #### Telemarketing Services for National Nonprofit **The Project** - Services: Call Center Services - Project size: $50,000 to $199,999 - Project length: Jan. 2015 - Ongoing **Project Summary**: Xact Telesolutions provides mass calling services, metric reports, QA, and call analysis. **Review Rating**: 4.5 - Quality: 5.0 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Senior National Walk Manager, National Nonprofit - Industry: Other industries - Client size: 51-200 Employees - Review Type: Phone Interview - Verified **The Review** — Aug 1, 2018 **Feedback Summary**: Xact Telesolutions' call services maintain a donor retention rate of 12% and reach a significant number of potential donors. They provide QA adjustments to day-to-day metrics and customer feedback. This and their personalized touch to every phone call exemplify their commitment to quality. ""They have a vested interest in our cause and educate their employees about our organization" " **BACKGROUND** Introduce your business and what you do there. I am the director of a national nonprofit organization.   **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Xact Telesolutions? We wanted to fundraise by phone calling our previous donors. Unfortunately, we didn’t have the staff to be able to handle the volume of phone calls we needed. We needed a call center to expand our scale and capacity. **SOLUTION** What was the scope of their involvement? They call our previous donors using a specific script that we provide them, which gets updated year after year. We work specifically with their account managers to explain our organization and requirements. In addition, they provide reports and analyze our call metrics as part of our call package. What is the team composition? I work directly with three of their project managers. How did you come to work with Xact Telesolutions? They already worked with our Baltimore office, who introduced us to them. We already knew they had a cost-effective service and received positive feedback from our colleagues. How much have you invested with them? We invested approximately $90,000 thus far. This price is based on an upfront cost and the number of hours for each event. What is the status of this engagement? We started in 2015, and the work is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? Their calls have increased donor retention by 4% thus far. This is on top of the 12% retention rate they already maintain. In terms of metrics, we’ve seen positive results and an increase in repeat donors. They've certainly helped us reach out to a larger pool of folks and keep people engaged. How did Xact Telesolutions perform from a project management standpoint? They're responsive and conduct weekly calls to touch base on the QA of phone calls and any adjustments we need to make. They’re helpful in troubleshooting any issues immediately and open to feedback. They provide day-to-day updates and insights on how we're doing so that we don't go over our contracted hours, which is always helpful especially as a nonprofit. What did you find most impressive about them? They have a vested interest in our cause and educate their employees about our organization. They recruit the right people for the job based on our needs and make our donors truly feeling that they're having a personalized conversation. Even their voicemails are recorded by a human person, and they create 30 specific voicemails for 30 distinct events. Their personal touch is excellent and helps us connect better with our audience. Are there any areas they could improve? At this point, I have no complaints. Perhaps, in the beginning, we had to make some adjustments and explain better how we work. However, they adapted to our feedback. Do you have any advice for potential customers? Make sure you stay in touch and ask them for metrics. Always have a good understand of the analytics and make sure your goals are being accomplished. --- #### After Hours Call Answering for SaaS Claims Platform **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Jan. 2004 - Jan. 2014 **Project Summary**: Xact Telesolutions provided after hours call center support and training of outsourced customer service representatives. **Review Rating**: 5.0 - Quality: 4.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** VP Operations & Customer Service, SaaS Claims Platform - Industry: Financial services - Client size: 201-500 Employees - Review Type: Phone Interview - Verified **The Review** — Jul 13, 2018 **Feedback Summary**: The training documents and exam received positive feedback from key stakeholders. Xact Telesolutions’s team inspired confidence throughout the project by communicating clearly from the start. Responsiveness and a client-oriented approach were hallmarks of their work. ""The integration of their team was very smooth." " **BACKGROUND** Introduce your business and what you do there. I'm VP of operations and client services for a third party administrator for insurance companies. We answer phones for people reporting homeowner or automobile losses. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Xact Telesolutions? Our competition had 24-hour call centers and we didn’t. We needed to find someone who could handle our phone calls after hours in order to compete with the rest of the industry. **SOLUTION** What was the scope of their involvement? Two representatives came to our office to train with our trainers on our software. They were responsible for then going back and training the rest of their staff. They created their own training documents, which we signed off on. Their trainees had to pass an exam before they began answering calls. Throughout the engagement, they sent weekly reports on service level agreement (SLA), call times, average pick up, speed of answer, and abandonment rate. What is the team composition? I had one main contact who served as the account manager. How did you come to work with Xact Telesolutions? I looked at three companies. I liked the fact that they had at-home representatives as well as an office. I felt secure that there wouldn't be any downtime. How much have you invested with them? They charged us a flat fee for up to 12 minutes, and then there was an additional charge for every minute over. I don’t know what the total cost was over the life of the engagement. What is the status of this engagement? We worked together from 2004–2014. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? I don't remember any issues or big problems. I don't recall people complaining about wait times. I just remember it being a good experience. How did Xact Telesolutions perform from a project management standpoint? The integration of their team was very smooth. They were really good about sending me the weekly reports. If there were any problems. I would email or call the account manager. They also recorded all of the calls so if there ever was an issue, she would send me those recordings within 24 hours. What did you find most impressive about them? I really appreciated the professionalism of the two representatives that came out to our facility. They sat with our team and really absorbed what we do. They did a great job. --- #### Call Answering & Support for Culinary School **The Project** - Services: Call Center Services - Project size: $200,000 to $999,999 - Project length: Jan. 2011 - Ongoing **Project Summary**: Xact Telesolutions provides call center services including FAQ creation, registration processing, and customer service training. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Associate Vice President, Culinary School - Industry: Education - Client size: 501-1,000 Employees - Review Type: Phone Interview - Verified **The Review** — Jul 11, 2018 **Feedback Summary**: The registration calls Xact Telesolutions provides significantly decreases customer complaints and ensures QA. Their responsive communication and hands-on approach ease project management. Additionally, their cost-efficient solutions make them optimal for a long-term partnership. ""They feel like an extension of our company." " **BACKGROUND** Introduce your business and what you do there. I’m associate VP of the branch campuses of a culinary-education organization.  **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Xact Telesolutions? We needed a third-party call management team, as it was much more efficient and effective than trying to manage it ourselves. **SOLUTION** What was the scope of their involvement? We have specific proprietary systems that we use for our registration. It’s more complex than just a word office suite. Xact’s team visited our campus to get trained on how to use our systems. Using our feedback, they helped create FAQ training guides and compiled any customer service questions that might come up.  Currently, their team autonomously handles most calls and makes sure they don't escalate to where we need to intervene. They offer more than a basic call service, as they handle the whole registration process as well. They understand our business well and grow our trust more and more over the years. What is the team composition? For the initial implementation, we worked with a project manager and two other employees. Their project manager still works with us on an ongoing basis. How did you come to work with Xact Telesolutions? We looked at around nine different vendors. We went through formal demos and a long process to find the right one. We needed a vendor that could provide 24/7 service and a variety of resources to accommodate our needs. Xact Telesolutions fit our criteria.  How much have you invested with them? We invested around $1 million thus far. We’re billed per hour and receive bulk discounts. What is the status of this engagement? We start in 2011 and the work is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? When we were doing call services in-house, customers complained that they were getting suboptimal and rude service. We now never receive those complaints, and Xact assures quality standards are met. Their services save us a lot of money as well, and they help us cut down on unnecessary costs. How did Xact Telesolutions perform from a project management standpoint? We update each other on an as-needed basis. For example, they recently helped with a major update to our registration system, and we communicated more often. On an ongoing basis, they make it seem like autopilot, and they're always attentive to our needs. Our project manager responds to our emails or calls within minutes, and their face-to-face meetings are critical to our success. We have an excellent relationship with them, and they feel like an extension of our company. What did you find most impressive about them? We have only a few issues, and they respond extremely quickly to fix them. We really have a fantastic partnership. Any advice for potential customers? Make sure you cultivate a good relationship with their customer service lead. It's the best way to make sure your project is successful. --- #### Phone Screening & Triage Support for Public University **The Project** - Services: Call Center Services - Project size: $50,000 to $199,999 - Project length: Jan. 1999 - Ongoing **Project Summary**: Xact Telesolutions provided 24/7 triage support and customer service to help university students. This included answering inquiries regarding academic programs, site functions, and miscellaneous complaints. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Vice Chancellor, Public University - Industry: Education - Client size: 1,001-5,000 Employees - Review Type: Phone Interview - Verified **The Review** — Jul 6, 2018 **Feedback Summary**: Their effective support improved the experience of the university’s online students. As a result, they contributed to a 20% increase in online enrolments over the course of four years. Xact Telesolutions learned internal processes and helped prevent technical issues before they occurred. "“They’re the best call center I’ve ever worked with.” " **BACKGROUND** Introduce your business and what you do there. I’m the vice chancellor of a public university. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Xact Telesolutions? We were launching our online system of course offerings. As an early adopter of the technology, the online courses took off and we soon had students all over the world that would operate outside of our time zone. We didn't have the internal resources necessary to handle the number of student inquiries 24/7. We needed an experienced call center management vendor to help scale our growth.  **SOLUTION** What was the scope of their involvement? We asked Xact Telesolutions to provide phone screening and triage support services for our students. They fielded all issues associated with student services and functioned as a filter for the campus staff. Their directive was to either help the inquiring student within one phone call or forward them to the appropriate faculty member. We also requested that they act and sound as if they were answering from an on-campus phone. To accomplish this effort, we initiated a detailed and methodic entry plan that consolidated 70 call sites into one. This process involved scripts and a lot of training so that their personnel could function as surrogate student services advisers. They fielded thousands of calls on weekends and after regular business hours.  What is the team composition? I worked with their director of business development while a subordinate of mine primarily interacted with their team lead. They allocated a team of call handlers, but the number of which fluctuated throughout the engagement. How did you come to work with Xact Telesolutions? Went sent out an RFP and got a lot of responses. We interviewed four service providers but ultimately hired Xact Telesolutions. How much have you invested with them? They charged us via monthly invoices. We likely spent between $50,000 and $70,000 in total. What is the status of this engagement? We worked with them from 1999–2002. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? Our online enrollments grew each year that we worked with them. We launched academic teaching locations in 17 states and our online presence for students rose significantly. We had double-digit growth every year. In total, they increased by around 20%. Xact Telesolutions mirrored our customer service practices so well that the students never knew they were being forwarded to a call center. As a result, we were able to devote more resources to second- and third-tier calls, which enhanced the overall quality of our service levels. The team also provided responsive follow-ups and short wait times. How did Xact Telesolutions perform from a project management standpoint? They were terrific and always stayed ahead of us in terms of addressing issues. We always thought they were the leading edge of problem-solving for us. We felt comfortable with their team and would rarely need to retrain resources. Their team leader made sure they understood our catalog and were mostly self-sustaining. They also made an effort to stay in constant communication with us. We’d have a meeting over the phone every morning where they’d give us a sense of what type of calls they’ve received through the night. In addition to merely notifying us when the site went down, they’d outline potential patterns like what areas of the site were confusing to students, what programs were frequently asked about, or what complaints were made about professors. What did you find most impressive about them? We had nothing but the fondest regards and greatest respect for Xact. We were blown away by how great they performed during the partnership. They were able to spot trends and warn us of potential problems before they became significant issues. We’ve contracted larger companies for the same service and have never been as satisfied as we were with Xact Telesolutions. Most call center operations approach tasks with the mechanics of a call center. Xact Telesolutions focused on replicating our university when interacting with students. Their team knew as much about our policies as our internal staff and they even decorated their office with pennants and banners from our school. They embraced their role and felt more like an extension of our faculty than a third-party service provider. Are there any areas they could improve? No, because we experienced learning curves together as we collaborated on weekly service refinements. In fact, I rue the day we lost their business. Do you have any advice for potential customers? The team was sophisticated, but most universities aren't familiar with their service lines because academia is a different population and business model. Xact will learn your business to give valuable advice and counsel. They work one step removed but also study internal processes. This gives them a unique perspective that should be utilized. They’re willing to assist process improvement. --- #### Overflow Helpdesk Answering for Medical Company **The Project** - Services: Call Center Services - Project size: $1,000,000 to $9,999,999 - Project length: Jan. 2011 - May 2018 **Project Summary**: Xact provided a helpdesk answering service, handling thousands of calls and creating a ticket for each caller. **Review Rating**: 4.0 - Quality: 4.0 - Schedule: 4.0 - Cost: 4.5 - Willing to Refer: 4.0 **The Reviewer** Director of Production Support, Medical Company - Industry: Other industries - Client size: 10,001+ Employees - Review Type: Phone Interview - Verified **The Review** — Jun 26, 2018 **Feedback Summary**: Keeping hold times reasonable, Xact helped improve the center's capacity to answer calls quickly. Their ability to provide a backup team eliminated any interruptions in the process, while their affordable rates and professionalism won them an extended contract. "“They always did an outstanding job.” " **BACKGROUND** Introduce your business and what you do there. I'm the director of production support at a medical company. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Xact Telesolutions? We're a very high volume call center, so we take about 30,000 calls a month. After a certain amount of time on hold, we give callers an option to have a ticket created for them as opposed to waiting for a tech person to pick up. We needed a company to handle the flow of the calls coming into the helpdesk. **SOLUTION** What was the scope of their involvement? We provided them with scripts, which are templates for gathering information that is necessary to create a ticket. The template depends on the issue a caller is experiencing. Xact had to answer the calls in a particular way, identify themselves, and explain that they're there to create a ticket. What is the team composition? They had a dedicated team of about 20 agents and a backup team of another 20 agents. We also had an account manager, with whom we worked on a daily basis. How did you come to work with them? We already had a contract with them when I came on board two years ago. We also had an internal team that was trying to handle the overflow, so we were paying two groups to do the same thing. Since Xact had very affordable rates, I removed the other team and sent more work to Xact. I basically re-wrote the contract and got Xact more involved. How much have you invested with them? We spent about $500,000 a year. They billed us per hour, so the amount depended on the number of their hours that we used. What is the status of this engagement? We started working with them in 2011 and the relationship ended in May 2018. They were doing an excellent job, but we moved to another company that could resolve the tickets as opposed to just taking calls. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? They definitely helped us keep our hold times reasonable and improved our capacity to take calls quickly. Our goal was to pick up the call within 30 seconds and to work the call in less than three minutes. They always did an outstanding job. We also measured the quality of their work to make sure they used the right templates and there were no HIPAA violations (for example, we couldn't record patient's data within the body of the ticket). Xact did very well on that front as well. How did they perform from a project management standpoint? We had a weekly meeting where we reviewed some of the tickets they created. They were responsive and dealt with the day-to-day operational issues very well. We used email, phone, and IM to communicate. We didn't have any issues with them. What did you find most impressive about them? They knew what they do well and didn't try to sell me on the things they couldn't do. They're an answering service and have a lot of clients, but they're not an IT company. They didn't try to sell that they could resolve the tickets, but they were very good at picking up the call, taking the customer's issue, and making sure it got sent to the right place. Are there any areas they could improve? Not really. They did a very good job for me. Do you have any advice for potential customers? Be in constant communication and make sure you enable them correctly and measure them correctly. --- #### Answering Services for Recreational Events Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Jan. 2016 - Ongoing **Project Summary**: Xact Telesolutions developed a new staffing model to support their ongoing customer relations services. **Review Rating**: 4.5 - Quality: 4.0 - Schedule: 4.0 - Cost: 4.0 - Willing to Refer: 4.5 **The Reviewer** Head of Customer Service, Recreational Events Company - Industry: Other industries - Client size: 51-200 Employees - Review Type: Phone Interview - Verified **The Review** — Jun 19, 2018 **Feedback Summary**: Xact Telesolutons revolutionized an ineffective staffing model and increased the customer satisfaction rate to more than 80%. While other call centers use a standard approach for customer service, their team finds effective solutions tailored to unique business goals. "“Xact is attentive to our customers’ needs and finds resolutions fast.” " **BACKGROUND** Introduce your business and what you do there. I’m the head of customer service for a recreational events company. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Xact Telesolutions? The customer service representatives that we contracted weren’t sufficient, so we decided to replace them with a company that could improve our customer satisfaction. **SOLUTION** What was the scope of their involvement? Whereas most have a simple approach when hiring for customer service, we have a seasonal business that requires extensive planning to handle our fluctuating demands. Xact Telesolutions met with us to get an understanding of our company and implement the best staffing model to make their services useful for our goals. After the onboarding process, they make an effort to maintain efficiency by hosting regular training sessions for their representatives and alerting us on necessary updates. They’re also proactive in revisiting their techniques and making modifications according to product and policy changes. What is the team composition? Our account manager manages a team of 20 representatives and acts as a liaison for both of our companies. We also have two individuals who manage the onboarding and training process. How did you come to work with Xact Telesolutions? This was the second instance that Xact Telesolutions entered our RFP process, so we felt comfortable with their abilities. They were receptive to our goals and interested in providing personalized services to meet our needs. What is the status of this engagement? They’ve provided ongoing customer relations services for three seasons. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? Our customer service satisfaction has increased to more than 80%, which was nearly impossible to accomplish with our previous team and workflow. Whereas our former representatives simply provided human interaction with our customers, Xact is attentive to our customers’ needs finds resolutions fast. They provide consistently great services, whether our business is slow or thriving. Whether we’re in a slow How did Xact Telesolutions perform from a project management standpoint? They understand that every business is unique, so they actively listen to our needs and work diligently to meet our expectations. The relationship runs itself at this point, but we still correspond via email regularly and hold weekly conference calls. Their representatives are great at escalating customer issues and never overstep their permissions. What did you find most impressive about them? We presented them with the difficult task of improving our CRM, but they were eager to come on board and build a staffing model that’s conducive to our business environment. Now, our patrons perceive our customer experience in a favorable light due to Xact’s customized approach. Are there any areas they could improve? We’re always working to improve our workflow and reduce call resolution time. Do you have any advice for potential customers? Openly express your needs and firmly set your expectations so they can provide a custom solution for your unique business goal.   --- #### Answering Service for Home Improvement Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Jan. 2014 - Ongoing **Project Summary**: Xact Telesolutions provides call center support for a home improvement company. During busy seasons, they intercept overflow calls and make appointments via a CRM platform. **Review Rating**: 4.5 - Quality: 4.0 - Schedule: 4.0 - Cost: 4.5 - Willing to Refer: 4.5 **The Reviewer** Customer Care Director, Home Improvement Company - Industry: Arts, entertainment & music - Client size: 201-500 Employees - Review Type: Phone Interview - Verified **The Review** — Jun 12, 2018 **Feedback Summary**: Because of the flexible volume of work, the relationship with Xact is an ideal partnership. There is an effective chain of command and their project manager is responsive and attentive. "“The value they bring to our company is obvious.” " **BACKGROUND** Introduce your business and what you do there. I’m the customer care director for a home improvement company. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Xact Telesolutions? We are a seasonal or weather-driven company with a variable call volume. We needed a call center to help us during our busy season. **SOLUTION** What was the scope of their involvement? They offer a traditional answering service when we’re out of the office or when a customer is on hold too long. In both cases, calls are transferred to their call center. They have access to our CRM platform and can book appointments for the clients they speak to. They are trained on our procedures and were with us when we changed to new CRM software. Their trainer joined us to learn our new processes. If we ever change our policies, we alert them to it. They’re always very responsive. What is the team composition? We have about 25 agents that handle our calls and a project manager. How did you come to work with Xact Telesolutions? They were already a fixture when I joined the company. What is the status of this engagement? I started with the company about four years ago. As I mentioned, they were already a partner at that time. They still support us and the relationship is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? I can review CRM reports to see the appointments they set for us. Every day, the value they bring to our company is obvious. We’re happy with the quality of their service and customer feedback is positive. Because our business is flexible, it works well to have this kind of partnership. How did Xact Telesolutions perform from a project management standpoint? Our project manager is very responsive and timely. She responds to emails within a few hours and is attentive to our questions, concerns, and any additional needs. We’ve established an effective chain of command and we rarely see repeat issues. We usually communicate via email. If something urgent arises, I can reach our project manager directly by phone. What did you find most impressive about them? Their responsiveness and their ability to assist our customers is seamless. We’re very pleased with their process, especially when our volume increases. Are there any areas they could improve? I would recommend they continue the training and monitoring they already do and keep their quality high. Do you have any advice for potential customers? Be open and go to them when you need help. They’re willing to work with clients’ needs and encourage an open, positive relationship. --- #### IT Managed Services for Logistics Co **The Project** - Services: Call Center Services, Customer Service Outsourcing, IT Managed Services - Project size: Confidential - Project length: May 2023 - Ongoing **Project Summary**: XACT provides managed IT services for a logistics company. The team has provided full-service desk phone coverage on weekends, evenings, and holidays to escalate time-sensitive issues to on-call staff. **Review Rating**: 4.0 - Quality: 3.5 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 4.0 **The Reviewer** Service Desk Manager, FHI - Industry: Supply Chain, Logistics, and Transport - Client size: 1,001-5,000 Employees - Review Type: Online Review - Verified **The Review** — Jan 27, 2025 **Feedback Summary**: XACT has held weekly meetings to discuss issues, changes in the client's environment, scheduling challenges, and coverage needs. Moreover, the team has notified all staff promptly and provided documentation updates. Overall, the team's bilingual support for internal and external use has stood out. ""XACT's bilingual support for internal and external use stood out."" **BACKGROUND** Please describe your company and position.I am the Service Desk Manager of FHIDescribe what your company does in a single sentence.Logistics **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire XACT to accomplish?MSP / After Hours Support **SOLUTION** How did you find XACT?Online SearchOtherWhy did you select XACT over others?Pricing fit our budgetGood value for costHow many teammates from XACT were assigned to this project?15-20Describe the scope of work in detail. Please include a summary of key deliverables.Full Service Desk phone coverage on weekends, late evenings and holidays, escalating important time sensitive issues to on call staff. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Weekly meetings to dicsuss any issues, changes in the FHI environment, scheduling challenges and coverage needs.Describe their project management. Did they deliver items on time? How did they respond to your needs?Often pretty timely with notifications to all staff.  Documentation updates take longer to get updated.What was your primary form of communication with XACT?Virtual MeetingWhat did you find most impressive or unique about this company?XACT's bilingual support for internal and external use stood out.Are there any areas for improvement or something XACT could have done differently?Agents seem flustered/rushed to meet all criteria for logging things internally and to meet our requirements, or perhaps a lack of involvement per agent as some are better than others in this aspect.  This leads to mistakes in details and capturing accurate information from end users. --- #### Customer Service Outsourcing for Property Management Company **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: May - July 2024 **Project Summary**: XACT handled a property management company's customer service efforts. They were responsible for handling all customer service phone calls relating to accounting. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 3.5 - Cost: 3.0 - Willing to Refer: 4.0 **The Reviewer** Executive, The Management Group Associates, Inc. - Industry: Real estate - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Jul 31, 2024 **Feedback Summary**: XACT's support reduced the time that the client's accounting staff spent on the phone, improving employee morale and productivity. The flexible team was highly accessible and responsive, committed to improving their service, and able to provide tailored services according to the client's needs. ""We were impressed with their flexibility and ability to design a program specific to our needs."" **BACKGROUND** Please describe your company and position.I am the Executive of The Management Group Associates, Inc.Describe what your company does in a single sentence.Residential HOA Property Mangement **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire XACT to accomplish?Reduce time accounting staff spent on phone providing serviceMore productivity with extra time **SOLUTION** How did you find XACT?UnknownWhy did you select XACT over others?Others contracted with XACT I do not have enough information to answerHow many teammates from XACT were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.All customer service phone calls relating to accounting were handeld by the XACT team. The team used company database to answer questions and solve customer issues. Team escalated events electronically that the XACT team could not close. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?We gained approximately 60 hours of time that could be spent in more productive ways. Additionally, morale for the accounting team improved dramaticallyDescribe their project management. Did they deliver items on time? How did they respond to your needs?Always responsive, always available.What was your primary form of communication with XACT?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?We were impressed with their flexibility and ability to design a program specific to our needs. A commitment to ongoing learning to improve quality of serviceAre there any areas for improvement or something XACT could have done differently?We still struggle connecting to some of the technology featurs including reports and shared files. --- #### Call Center Servcies for Arts, Entertainment & Music Company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Feb. 2022 - Ongoing **Project Summary**: XACT provides call center services for a tech company. The team is responsible for answering customer inquiries, providing information on equipment, and providing payment notifications. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Call Center Manager, VENU+ - Industry: Arts, entertainment & music - Client size: 501-1,000 Employees - Review Type: Online Review **The Review** — Feb 9, 2024 **Feedback Summary**: The client is very satisfied with the work done by Tapptitude so far. Their team is communicative and professional, making them a great partner. ""They were very professional and had everything set up on time."" **BACKGROUND** Please describe your company and position.I am the Call Center Manager of VENU+Describe what your company does in a single sentence.From games, rides and souvenirs to storage, mobility and turnkey tech, our unmatched offerings cater to high-traffic areas, ensuring timeless experiences for visitors and risk-free revenue for you – all without you lifting a finger. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire XACT to accomplish?Answer calls when our Call Center staff is busyCapture reservations / Document EscalationsProvide Excellent Customer Service **SOLUTION** How did you find XACT?Online SearchWhy did you select XACT over others?High ratingsPricing fit our budgetGreat culture fitCompany values alignedHow many teammates from XACT were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.XACT is our 3rd party call center. XACT takes care of our customers when our staff is busy helping other customers. XACT help our guest with reservations, providing information on our equipment. They also use our system to take payments notify our operations to have equipment delivered to customer locations. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Communication has been great. Whenever we have any concerns, they are addressed in a timely manner and updated right away. This has formed a great partnership.Describe their project management. Did they deliver items on time? How did they respond to your needs?Yes, they were very professional and had everything set up on time. They kept in constant contact during the set up process.What was your primary form of communication with XACT?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?They have a excellent training set up for their agents and they use top of the line systems to ensure we are getting the very best service possible..Are there any areas for improvement or something XACT could have done differently?NO --- #### 24/7 Customer Support for People Engagement Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Aug. 2021 - Ongoing **Project Summary**: XACT provides 24/7 order management and website support for a people engagement firm's client. They monitor and handle emails using FreshDesk and present weekly reports about the reasons for contact. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 4.5 **The Reviewer** Client Experience Manager, People Engagement Company - Industry: Business services - Client size: 51-200 Employees - Review Type: Online Review **The Review** — Oct 10, 2022 **Feedback Summary**: The end customer is pleased with the support level XACT provides on behalf of the client. XACT listens to the customer's needs and offers solutions efficiently. Their team proposes ways to reduce costs while still giving the services the client needs. They also welcome feedback and communicate well. ""Speaking with others in our industry, they are looking to utilize XACT's services based on our positive experience."" **BACKGROUND** Please describe your company and your position there. I'm the manager of the Client Experience team. I currently manage 5 in-house Client Experience Advocates that handle over 60 clients. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire XACT, and what were your goals?? We have a client that required 24x7x365 client support. Additionally, this client required chat and SMS capabilities. We could not support the hours/times the client was looking for with our in-house staff. Additionally, we do not currently have the technology to support chat and SMS in-house. We were also looking for a solution that could easily ramp up or down based on client volume. We also were looking for a domestic supplier as we were not interested in going overseas to provide service. **SOLUTION** How did you select this vendor and what were the deciding factors? We searched for a company that could provide all of the services were were looking for domestically. We narrowed it down to 3 organizations and interviewed each company and compared the 3. We also reviewed the reviews of each company. We decided after speaking with XACT that they were the best for us. They were able to offer up solutions to help overcome the obstacles that we had regarding our project. Additionally, they were able to easily pivot with us as the scope of the project changed and have been working with us to ensure that we are spending our money wisely. Describe the project in detail and walk through their service package, including any calling tools used. They provide 24/7/365 support to one of our key clients. The agents work closely with our supplier to provide website support and order management. Their agents utilize FreshDesk to track and monitor the emails that come in either through the website portal or directly into a designated customer service email. We are provided weekly reporting regarding our usage and reasons for contact. We also have a bi-weekly call with our reps at XACT to talk about any issues and to plan for upcoming volume. Who did you work with and what was the feedback process like? Angela - she is great, she is extremely responsive. Debbie - when it comes to providing updates to the agents Debbie is on it. She provides the coaching and feedback to the team to help improve the process Will - he is extremely knowlegeable about his company's offerings and was able to help mold a solution that works best for both XACT and us **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? Our client has been happy with the our support levels and the service that they are receiving from XACT on our behalf. Speaking with others in our industry, they are looking to utilize XACT's services based on our positive experience. Describe their project management style, including communication tools and timeliness. Everybody is extremely open to feedback. We meet bi-weekly to go over the project and provide any feedback that either team has. If there are ever any questions about any issue - service or billing related it is handled in an timely fashion. What did you find most impressive or unique about this company? They are able to hear the needs of their clients and able to offer up solutions. Additionally, they provide ways to help cut down on costs while still maintaining service. Are there any areas for improvement or something they could have done differently? We've had a few billing hiccups but they were resolved timely --- #### Call Center Services for Car Sharing Company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Sep. 2018 - Ongoing **Project Summary**: XACT handles calls outside normal business hours, providing customer support and referrals.  **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** VP of Operations, Groupe PSA - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Feb 11, 2019 **Feedback Summary**: XACT agents communicate clearly with customers and internal staff. They pay attention to the details of every interaction.  ""I can't overstate how satisfied I am with their quality and attentiveness." " **BACKGROUND** Please describe your company and your position there. I'm the VP of operations at a car sharing organization, Groupe PSA. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire XACT? They serve as an external call center. What were your goals for this project? We needed someone to operate our high service level call center, with an associated 800 number, for new mobility business. **SOLUTION** How did you select this vendor? We received responses from more than six vendors, and selected them based on a number of factors. Describe the project in detail. Their agents take support calls when our local phones are off, which is typically on weekends and after hours. They handle customers on the first call or escalate to the second level of support. We pay per minute, with a monthly minimum. What was the team composition? They provide multiple trained agents.  **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? So far, everything has gone very well. Their agents have excellent phone voices and handle calls amazingly well. After working with multiple external call centers, I can't overstate how satisfied I am with their quality and attentiveness. How effective was the workflow between your team and theirs? It's great. We use multiple communication channels, including email and Slack. What did you find most impressive about this company? I'm impressed by the quality of their agents.  Are there any areas for improvement? While I wouldn't overstate this, the time spent training agents on specific processes could have been shorter. It wasn't bad, but there was room for improvement. --- #### Xact Solutions Performs Very Well **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: **Review Rating**: 5.0 - Quality: 0.0 - Schedule: 0.0 - Cost: 0.0 - Willing to Refer: 5.0 **The Reviewer** Owner, Sales - Industry: Retail - Client size: 51-200 Employees - Review Type: Survey Response - Verified **The Review** — Jun 21, 2017 ""Xact Telesolutions is a good company to work with." " --- #### Xact Solutions Makes the Job Easier **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: **Review Rating**: 5.0 - Quality: 0.0 - Schedule: 0.0 - Cost: 0.0 - Willing to Refer: 5.0 **The Reviewer** President, Other - Industry: Education - Client size: 1-10 Employees - Review Type: Survey Response - Verified **The Review** — Jun 21, 2017 ""The company has helped us keep the customers happy." " --- #### Super Tool for Support **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: **Review Rating**: 5.0 - Quality: 0.0 - Schedule: 0.0 - Cost: 0.0 - Willing to Refer: 5.0 **The Reviewer** Executive, Customer Service - Industry: Information technology - Client size: 1,001-5,000 Employees - Review Type: Survey Response - Verified **The Review** — Jun 21, 2017 ""It's a super tool. I wish all the companies could use the tool." " --- ## Portfolio & Awards ### Initial Training and Ongoing Reference Materials XACT provides class and registration assistance to the Continuing Education department at the CIA.  XACT also provides product ordering support. ### Clutch Awards - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_customer_support_outsourcing_company_2023_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_answering_services_company_2021_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_inbound_call_center_service_2023_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_call_centers_2023_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_bpo_company_united_states_2026.svg) ### Industry Recognitions - Article about XACT in CRM Marketplace - Article about XACT in I WANT IT NOW - Article about XACT in destination CRM - Article about XACT in Smart Customer Service - Article about XACT in Industry Wired - Article about XACT´s strategy in PRWeb ## Key Clients - Culinary Institute of America ## Packages ### Call Center Services Packages | Feature | Small ($83/month) | Medium ($475/month) | Large ($4,450/month) | |---------|---------|---------|---------| | Training | Included | Included | Included | --- ## Verification Clutch verification provides an additional layer of data to help you make the right purchasing decision of business services. - Verified Client Reviews: 32 - Overall Review Rating: 4.7 Last Updated: 2026-07-14T09:38:01Z ### Business Entity - Business Entity Name: XACT Acquisition, LLC - Source: Delaware Secretary of State - Jurisdiction of Formation: Delaware - Date of Formation: November 10, 2004 - Status: Active - Last Updated: August 14, 2020 - ID: 3879589 ### Credit Report Results - International Credit Risk Assessment: Moderate Risk - Source: Creditsafe - Last Updated: January 2, 2021 ## Locations (2) ### Orlando, FL (Headquarters) - 429 South Keller Road - Orlando, FL 32810 - United States - 10 - 15 employees - Phone: 877-922-8877 ### Unity, ME - 4 Clifford Common - Unity, ME 04988 - United States - 16 - 20 employees - Phone: 2079486000 ## Connections - Jenn Troutman (4AllPromos.com) - Hanna Mursalimova (FTECH.ua) - Tarek Doukkali (Tingis Group) ## Contact XACT [Send a message](https://clutch.co/profile/xact) ### Connect on Social - [LinkedIn](https://www.linkedin.com/company/myxact/) - [Facebook](https://www.facebook.com/myxact/)