Fusion Global Services

BACKGROUND

Introduce your business and what you do there.

I’m the head of the customer care of a logistics and shipping company based in Egypt. I lead the customer service team through various channels like MyChat and email.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Fusion Global Services?

Basically, the challenge that we were trying to address is we had limited resources when it comes to call center services.

SOLUTION

What was the scope of their involvement?

Fusion Global provides us with their outsourced call center services to support our in-house call center. We support customers in different areas, so we need Fusion Global to support us in terms of the delivery of our orders.

This is the only project that we currently have ongoing with them on a monthly basis. We’ve agreed with them on the specific headcounts, and the number of calls that we require them to do. We also agreed on the KPIs on the service level, gave them the training required from our end, and provide them the access needed on our tools just to support our call center team.

What they do adheres to the number of calls we ask them to do like the average handling time per call, and the quality of the call itself.

What is the team composition?

My direct contact is their head of operations. However, we also have the team leader who is leading the call center team there, quality assurance specialists, and some trainers.

How did you come to work with Fusion Global Services?

When we started looking for options for our services, we did a bit of market research to see all the available options for operating companies in Egypt. We had a lot of options, but there were some disagreements in terms of pay, and some companies weren’t exactly flexible to cater to our needs.

Eventually, I was able to reach out to Fusion Global and found out that we wanted to achieve the same thing. It became more of a partnership rather than being a vendor. They were flexible in terms of the contract, and we were able to reach an agreement that was beneficial to both of us.

How much have you invested with them?

We've spent around £70,000 (approximately $97,400 USD).

What is the status of this engagement?

The ongoing partnership started in December 2020.

RESULTS & FEEDBACK

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

We have daily and monthly reports showing the number of calls made, and their duration. We also have a standard quality metric showing us how many calls were audited and it’s always being checked by the team leader. Whenever there’s something that needs fixing or adjusting, we have the monthly calls to make sure everything’s great.

How did Fusion Global Services perform from a project management standpoint?

We actually visit them because they’re pretty close by, and we don’t really use any specific tool to manage the project. We rely on their systems and the reports they extract from their own calls. They’re always up to date in sending us reports and making calls to make sure that any gap is closed.

What did you find most impressive about them?

What we have with Fusion Global Services is a very different relationship. They’re one of the very profitable companies we came across with, so when we ask them for a certain standard of quality, they provide the quality specialist who is always on call with us to make sure we’re aligned with them.

If we have any issues or remarks, they’re always available to change or adapt to whatever we need, to make sure they cater to our requirements.

What also sets them apart is their work agility, and their mindset on how they treat their clients as partners in growth. These characteristics aren’t something I encountered when I was looking for other options. They adapt to our business and make sure they have proposals to make sure we’re always succeeding.

What we like about them is they don’t propose for the cost, and they always have your best interests in mind.

Are there any areas they could improve?

Even though the reports are effective, I believe they can still be modified and improved on to be more telling. However, as long as they have the data, it’s fine.

Do you have any advice for potential customers?

Before working with Fusion Global, make sure that you’re particularly clear on what you’re looking for and speak up openly. They work with various clients, so they wouldn’t necessarily know exactly what you want based on your industry and standards.

A lot of people who work with outsourcing companies just tell them a list of items that they want, but they don’t share their vision. Share your vision as a business, because they would adjust your plan accordingly.