Outsource-X (Pty) Ltd

BACKGROUND

Please describe your company and position.

I am the Customer Service Lead of POPSA

Describe what your company does in a single sentence.

tech company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Outsource-X (Pty) Ltd to accomplish?

• Boost customer happiness and loyalty
• Improve operational efficiency and productivity
• Maintain high standards of service quality

SOLUTION

How did you find Outsource-X (Pty) Ltd?

Online Search

Why did you select Outsource-X (Pty) Ltd over others?

• Pricing fit our budget
• Great culture fit
• Other

How many teammates from Outsource-X (Pty) Ltd were assigned to this project?

6-10 Employees

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

• Recruitment, Training and Onboarding
  Detailed job description
  Interview and assesment results
  Presentation of the final list of selected candidates
• QA Management
  Performance Metrics & KPI documnetation
  Performance Monitoring & Regular Feedback 
  Performance Reviews 
• Ongoing Improvement
  Positive Customer Feedback
  Action plans for implementing improvements and their progress
  Updated training material and regular refresher training

RESULTS & FEEDBACK

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

CSAT with language support (increased satisfaction among non-English speakers by providing support in their native language)
Operational Efficiency Gains (decreased first reply time by 6 hours, our first resolution time by 5.7 hours and our full resolution time by 10.8 hours)

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

Yes, they consistently delivered on time, we receive regular updates, all our inquires or requests are answred promptly

What was your primary form of communication with Outsource-X (Pty) Ltd?

Virtual Meeting

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

• commitment to continuous improvement
• exceptional and timely communication 
• proactive problem-solving
• They had highly skilled professionals. (highly skilled, well-trained and quickly adapted to all our processes)

Are there any areas for improvement or something Outsource-X (Pty) Ltd could have done differently?

no improvements needed.