Matchboard

BACKGROUND

Please describe your company and your position there.

I assist a group of three Veterinary clinics in Sydney with marketing & IT support.

OPPORTUNITY / CHALLENGE

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

The veterinary clinics are often busy, with receptionists unable to take all incoming calls, as well as perform all "call backs" to check on patients' wellbeing. Also, business was lost, as emergency calls received after hours were unhandled.

SOLUTION

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

We selected Matchboard due to the extensive experience in being able to provide a boutique call centre or overflow service that had experience in handling veterinary calls.

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

We implemented an overflow call centre service, where a team of agents was trained to handle calls in a compassionate and efficient way. General advice was given, and appointments with a vet were booked and call backs were completed to check on the wellbeing of previous patients. This was also an after hours service that enabled us to extend the hours that the clinic was available for contact.

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

We worked closely with Sharon, who helped us find the best provider for our very specific call centre needs. Sharon has extensive experience in contact centres and helped us consider factors that we would have otherwise overlooked.

RESULTS & FEEDBACK

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

There were more than 100 calls a month that were handled that would have otherwise been missed. The service from Sharon and the team at Matchboard was excellent. She knows call centres inside out and was a great source of knowledge that helped us immensely.

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

We met virtually and on the phone as well as communicated via emails. Communication was excellent and the project was executed according to the agreed timelines.

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

The knowledge and professionalism displayed. Matchboard added significant value to this process. Without their knowledge, we likely ended up with a bad fit for a supplier.

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

The people that answer the phones need to deal with anxious and grieving pet parents. It can be difficult to expect the agents to be empathetic.