MCL

BACKGROUND

Introduce your business and what you do there.

I’m the VP of operations for VirtualLogger LLC, a telecommunications company. We offer hosted call recording, quality monitoring, speech analytics, and CRM integration solutions for contact centers. Our services enable remote access and reduce upfront costs with a pay-as-you-go model.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with MCL?

MCL had vast experience with call recording software development and maintenance, so we hired them for those services.

SOLUTION

What was the scope of their involvement?

MCL provides full ownership and support of all our IT services. Their work includes call recording software, UI development, infrastructure maintenance, and customer support.

What is the team composition?

We work with 2–5 teammates from MCL.

How did you come to work with MCL?

We found them through an online search. We chose them over other options because they had high ratings, were a great culture fit, offered good value for the cost, and had company values aligned with ours.

What is the status of this engagement?

We started working together in May 2010, and the engagement is ongoing.

RESULTS & FEEDBACK

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

MCL’s work has resulted in high customer satisfaction, increasing retention rates, and positive testimonials. We’ve retained more than 90% of our customers year after year.

How did MCL perform from a project management standpoint?

They deliver on time.

What did you find most impressive about them?

MCL’s knowledge and responsibility are impressive.

Are there any areas they could improve?

There’s nothing they need to improve.