Protel BPO

BACKGROUND

Please describe your company and position.

I am the VP Marketing & Customer Experience at Palm Beach Tan.

Describe what your company does in a single sentence.

Our company name is Palm Beach Tan, a nationwide franchise that offers indoor tanning, skincare products, and wellness treatments.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Protel BPO to accomplish?

• We hired Protel Bpo to assist with our call center and customer service department as we had shortage in personnels.

SOLUTION

How did you find Protel BPO?

• Online Search
• Clutch Site

Why did you select Protel BPO over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Protel BPO were assigned to this project?

6-10 Employees

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

Palm Beach continues to grow, and with that growth, our call center must handle an increasing number of calls. We expect this trend to continue due to the rising interest in wellness services this year. On top of that, we are facing growing challenges in hiring new agents, which is impacting on our ability to provide the level of care our clients have come to expect from us. To address this, we decided to find a near-shore partner we can trust one that can support our team initially and, over time, take over our call center operations. Protel BPO has demonstrated that they are well-equipped as they managed our entire call center operation, including inbound and outbound calls, appointment scheduling, answering service inquiries, and supporting our wellness offerings.

RESULTS & FEEDBACK

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

Ever since Protel Bpo came on board, things got better. We've seen fewer dropped and miss handles calls, customer satisfaction improved, and our overall service experience got back on track. . The professional way they handle customers is also helping us win back lost customers and increase existing customers’ loyalty. Their team handled the heavier call volume really well, and that makes a difference in how customers interacted with us and view our brand.

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

Working with the Protel BPO team is easy and straightforward, they are well-organized. They keep us in the loop with regular updates, reporting, and resolved issues (small or large) before they could escalate. They also picked up on how we do things at Palm Beach Tan and adapted to our systems and culture without any trouble.

What was your primary form of communication with Protel BPO?

• Virtual Meeting
• Email or Messaging App

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

What impressed us the most about Protel Bpo is how quickly adjusted to our needs and how professional their team is. They truly understand our business and work hard to give our customers the best experience possible. On top of that, they used helpful technology that made call handling and customer interactions more efficient.

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

We havent had any problem worth reporting. Protel Bpo is always trying to go above and beyond, so many criticism we may have had been addressed to our satisfaction.

BACKGROUND

Please describe your company and position.

I am the VICE PRESIDENT CUSTOMER SERVICE of CENTENE CORPORATION

Describe what your company does in a single sentence.

Centene Corporation is an healthcare company that provides affordable and high quality health to individuals focusing on Medicaid, Medicare, and those in the Health Insurance Marketplace.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Protel BPO to accomplish?

• Protel Bpo was hired to support and improve our call center services at Centene Corporation as a result of our in house team inefficiency.

SOLUTION

How did you find Protel BPO?

• Online Search
• Clutch Site

Why did you select Protel BPO over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Protel BPO were assigned to this project?

6-10 Employees

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

Protel Bpo was hired to support and improve our customer service call center corporations. As an healthcare service provider we're at Centene Corporation, we manage a high volume of calls daily. We needed a team that could handle these calls efficiently while ensuring that every caller felt heard. Protel Bpo prove to be the right choice they helped with eligibility, claims, appointment scheduling, enquiries and general support. From the start, they put together a professional team to assist with setup and daily operations.

RESULTS & FEEDBACK

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

Ever since we partnered with Protel Bpo, we've seen lot of measurable outcomes calls are now answered faster, and members receive the help they need on the first call. This has reduced wait times and minimized the need for costly follow-ups. Our customer’s satisfaction has increased as a result of hiring Protel Bpo.

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

Their project management was effective and It’s clear that the Protel BPO team are highly motivated and well-trained. They communicate clearly, effectively, and frequently. More importantly, they treat every caller with respect and compassion. Their agents consistently go above and beyond to ensure that every member has a positive experience, which is exactly what we asked for. The transition to Protel BPO was smooth from the start. Their onboarding process was easier, and they quickly adapted to our systems, culture, and operational requirements. Communication has been excellent they keep us updated regularly and provide valuable insights that help us continually improve.

What was your primary form of communication with Protel BPO?

• Virtual Meeting
• Email or Messaging App

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

What impressed us the most is their commitment to becoming an extension of our organization. Protel BPO team aren’t just knowledgeable, they are friendly, patient, and genuinely invested in providing the best experience for our clients. Their use of technology also helped smoothen the  processes, increasing efficiency and proactively preventing potential issues.

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

While we may have saved a little more by outsourcing to a call center in India or the Philippines, we are glad we chose Protel BPO. So far, we haven’t identified any major areas needing improvement. We understand that continuous improvement is part of the process, and we expect things to get even better.

BACKGROUND

Please describe your company and position.

I am the Head Customer Support Operations of IHG Hotel and Resorts

Describe what your company does in a single sentence.

We are in the hospitality industry the name of our company is IHG Hotels and Resorts.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Protel BPO to accomplish?

• Protel Bpo was hired to handle our call center operation as we were facing challenges with this during the holiday period as a result of very few personnel.

SOLUTION

How did you find Protel BPO?

• Referral
• Clutch Site

Why did you select Protel BPO over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Protel BPO were assigned to this project?

2-5 Employees

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

During the holiday period at our hotel and resorts we were facing high volume of calls and our team couldnt handle and it really affected our guests expectation from us. We had to hire Protel Bpo to manage our call center operation and customer service, their scope of work included managing guest reservations, guest inquiries, complaint resolution,etc. They also worked with our customer service team to give trainings.

RESULTS & FEEDBACK

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

Before Protel Bpo was hired there was heavy workload on our customer service team resulting into poor ratings from our guests. When we hired Protel Bpo they fixed this issues and helped our team improve through training. Ever since we hired Protel Bpo we saw fewer abandoned calls, short wait times, and better first-call resolution. Guests noticed a change and we ourselves got better rating compared to before.

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

I must say their project management technique is highly effective and it aligned with our company's culture and goals. Their communication with our team were simple and frequent which made it more efficient. Their project management and ability to meet deadline made the process more smoother leading to a more positive workflow.

What was your primary form of communication with Protel BPO?

• Virtual Meeting
• Email or Messaging App

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

Protel BPO's focus on both short-term fixes and long-term improvements has impressed us the most. They tackled urgent issues, staying dedicated to ensuring our guests satisfaction. Also they provided adequate training for our customer service team.

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

Protel Bpo did excellently well all through the project duration for this reason we at IHG Hotel and Resort didnt identify any room for improvement instead we will love to work with them on more projects.

BACKGROUND

Please describe your company and position.

I am the Chief Customer Officer of Marriott International

Describe what your company does in a single sentence.

Mariott International is a global hospitality based company in Bethesda ,Maryland, operating around 9,000 properties across more than 30 brands in 141 countries.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Protel BPO to accomplish?

• We hired Protel Bpo to help with our customer service and call center operation as we were having issues with operating our call center and customer service.

SOLUTION

How did you find Protel BPO?

• Referral
• Clutch Site

Why did you select Protel BPO over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Protel BPO were assigned to this project?

6-10 Employees

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

At Marriott International we hired Protel Bpo a call center agency we found on clutch to help with our call center operation. They delivered efficient inbound customer support and follow-up calls. Protel BPO provided a diverse range of support services, including customer inquiries and concerns, reservations support, and loyalty program assistance; all with low wait time, and fast response times. Their unique techniques and professional support services enhanced our customer experiences and made a huge impact on our customer satisfaction ratings.

RESULTS & FEEDBACK

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

Our decision to partner with Protel Bpo has made notable improvements in our customer satisfaction ratings, reduction in response time, and increase in first time resolution rates. Protel Bpo's ability to handle high call volumes during holidays and travel seasons, has been a really great benefit to our customer support. They provided daily reports on latest developments, ensuring that our team could manage their activities effectively. The reports and analysis they provided has enabled us to identify areas we can improve leading to an increase in our customer satisfaction score.

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

Protel Bpo team of expert project management skill was really effective and they delivered on time which we were impressed about.They recognized our needs and how competitive our industry is. Their management team set up an ongoing training for our team. They communicated effectively, keeping everyone informed on objectives, latest developments and concerns, this was really vital in maintaining our service standards.

What was your primary form of communication with Protel BPO?

• Virtual Meeting
• Email or Messaging App

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

Protel BPO impressed us with their unique customer service operation techniques.  It was one of the main reasons we selected a call center in Belize. Their team had detailed knowledge of the hospitality industry, showing dedication to delivering high quality customer experience. Their ability to adapt to our demand really impressed us leading to an efficient management structure.

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

Our partnership with Protel BPO started really well and was perfect throughout. However, there is always room for improvement. Establishing clearer procedures, enhanced training resources, ongoing assessments, and feedback sessions will support goal achievement and further enhance collaborations.

BACKGROUND

Please describe your company and position.

I am the Senior Director of IT of Northern Tools + Equipment

Describe what your company does in a single sentence.

We are a multi-channel retail company offering a wide selection of products — from consumer goods to industrial and construction equipment to contractors and professional shops via catalog, internet, mobile and over 120 retail locations.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Protel BPO to accomplish?

• The number of incoming calls we received has grown dramatically over the years. Our in-house team was getting overwhelmed by the influx of calls, so we started looking for a call center service provider, particularly an inbound call service provider.

SOLUTION

How did you find Protel BPO?

Online Search

Why did you select Protel BPO over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from Protel BPO were assigned to this project?

6-10 Employees

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

An internal team evaluated Protel BPO agents’ performance. Protel BPO sent us daily production reports, and call metrics reports weekly. Their team also records each call enabling our team to listen in and measure their success. 

Overall, the feedback was very positive.  Their team was very efficient. We regularly get positive feedback from customers to whom we send emails to follow up on calls.  Customers often tell us how helpful and friendly the service support agents are. 

RESULTS & FEEDBACK

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

Protel BPO helps us improve an maintain a positive customer experience. We currently have a good relationship and smooth communication with our customers.

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

Protel BPO has highly skilled professionals and work as true partners. They are always attentive to our requests and our customer's needs. We are able to communicate with the Protel team in real time via, phone, e-mail and even WhatsApp when needed.  

Their supervisors are always available. Protel is very accommodating, and reliable.  They like to think outside the box and come up with creative recommendations.  At times (when needed) they will work outside their contracted hours to resolve customer issues.

What was your primary form of communication with Protel BPO?

• Virtual Meeting
• Email or Messaging App

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

Working with Protel BPO is more like working with a partner than a vendor. They treat our business needs and requirements as if it's their own.  They make helpful suggestions based on their experience and expertise and help improve our client’s UX. They go the extra mile to do their job and provide insightful information to help us improve. To me, these are signs of their commitment and dedication to our company’s success.

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

None. We had no issue while working with them. There were some minor technical aspects we asked for that were not available but they are in the process of adding solutions to accommodate even these new requirements.

BACKGROUND

Please describe your company and position.

I am the President & CEO of Navillus Contracting

Describe what your company does in a single sentence.

Navillus is now New York City’s largest independent contractor, specializing in commercial masonry, all concrete work, tile and stone construction, and general contracting. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Protel BPO to accomplish?

• call center service

SOLUTION

How did you find Protel BPO?

Clutch Site

Why did you select Protel BPO over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from Protel BPO were assigned to this project?

2-5 Employees

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

• Addressing customer inquiries, issues, complaints and support needs.
• ProtelBPO has put together a team of representatives who ensure personalized yet consistent interactions with customers aligning seamlessly with our brands tone and values.
• By utilizing their processes reporting capabilities, proactive project management and keen attention to detail they have significantly enhanced our efficiency.

RESULTS & FEEDBACK

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

• Timely communication with customers to resolve queries via both written channels.
• Reduced waiting times and increased resolution rates on first contact.
• Enhanced customer satisfaction leading to stronger brand loyalty.

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

They have been very professional and proactive since the beginning of our collaboration. They have been always available and doing more than needed with a quite proactive approach.

What was your primary form of communication with Protel BPO?

• Virtual Meeting
• Email or Messaging App

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

ProtelBPO turned out to be the ideal partner for handling our customer service challenges. 

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

Protel BPO was a well-organized company with a strong set of leaders. We have yet to witness any areas in need of improvement.

BACKGROUND

Please describe your company and position.

I am the Director of Customer Services of Dominion Energy

Describe what your company does in a single sentence.

Distributes essential services such as electricity, water, or gas to consumers.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Protel BPO to accomplish?

• Our main goal was to enhance the efficiency of our customer support operations while reducing operational costs.
• Also, we aimed to scale our customer service to meet the growing demands of our expanding client base.

SOLUTION

How did you find Protel BPO?

Clutch Site

Why did you select Protel BPO over others?

Close to my geographic location

How many teammates from Protel BPO were assigned to this project?

2-5 Employees

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

• Customer Support: ProtelBPO handled inbound customer inquiries via phone, email, and chat support. They were responsible for addressing technical issues, providing product information, and resolving customer concerns promptly.
• 24/7 Availability: ProtelBPO ensured round-the-clock support, allowing us to serve customers across different time zones effectively.
• Quality Assurance: They implemented a robust quality control system to monitor and improve the performance of their support agents continually.

RESULTS & FEEDBACK

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

Selecting a call center partner for a utility company is no small feat. We are a highly regulated industry and with that come very strict business requirements. In addition, being able to support our clients both in English and Spanish made our decision easier. Protel BPO has proven to be an invaluable partner supporting our efforts to serving our community with a professional and reliable services.

Their call center services ensure seamless communication with our customers, addressing and at times resolving issues promptly and maintaining a high level of customer satisfaction. They trained their agents to be able to navigate complex utility inquiries which in my opinion sets them apart and contributed to the success of our operations. We highly recommend Protel for their dedication and commitment to excellence.

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

ProtelBPO' project management was exceptional. They consistently delivered on time, adhering to our timelines and SLAs. Their responsiveness to our needs was noteworthy, with a dedicated account manager always available to address any concerns or make adjustments to the scope of work as needed.

What was your primary form of communication with Protel BPO?

• In-Person Meeting
• Virtual Meeting

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

What impresses us the most about Protel BPO is their dedication to delivering exceptional customer service. Their support agents were not only well-trained but also displayed a deep understanding of our products and services.

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

Our partnership with ProtelBPO has been instrumental in achieving our business goals. Their comprehensive BPO services, commitment to excellence, and impressive results have made them a valuable extension of our team.

BACKGROUND

Please describe your company and position.

I am the director customer experience of Whataburger

Describe what your company does in a single sentence.

Whataburger is a fast food restaurant that serves burgers and other food items.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Protel BPO to accomplish?

• At Whataburger we were losing orders as a result of our poor customer service and call center operation we hired Protel Bpo to help us improve our call center operation.

SOLUTION

How did you find Protel BPO?

• Referral
• Clutch Site

Why did you select Protel BPO over others?

• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Protel BPO were assigned to this project?

6-10 Employees

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

At Whataburger we partnered with Protel Bpo to help with our customer service and call center outsourcing. They helped us improve our customer experience. Initially, we consulted them to determine the best approach for our customer support needs and we eventually opted for their total service package. Their team analyzed our existing customer service processes and identified areas for improvement. Protel Bpo made use of unique solutions for our customer support operations, including customer service team training and diverse call center services for us, including customer inquiries, issue resolution, order processing, technical support.

RESULTS & FEEDBACK

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

Collaborating with Protel Bpo has made Whataburger achieve remarkable success in the customer service and welfare operation. Our customers report higher satisfaction scores as a result of fast resolution times and efficient communication. Also our Customer complaints have really decreased leading to an increase in Sales and improvement in our customer experience.

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

Protel Bpo project management was highly effective as our partnership with them resulted in remarkable change in the rate at which we operate. Their team maintained clear communication channels, providing regular updates and efficiently addressing our challenges and concerns. This effective approach ensured easy integration of their services into Whataburger call center operations.

What was your primary form of communication with Protel BPO?

• Virtual Meeting
• Email or Messaging App

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

We were highly impressed with Protel Bpo all throughout the project duration. They ensured our customer's were satisfied and placed them in high esteem. Their team understood our business processes and positioned their services to fit our restaurant's values and objectives their team’s attitude towards the project is highly impressive. All through the project , they didnt let challenges or obstacles affect their performance instead they found new ways to increase efficiencies and exceed targets.

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

No, we’re very satisfied with Protel Bpo techniques and approach. Their team worked hard ensuring they accomplish our goals. Throughout the project, Protel Bpo demonstrated exceptional capabilities that far surpassed our expectations.

BACKGROUND

Please describe your company and position.

I am the former Chief Customer Officer of The Aarons Company

Describe what your company does in a single sentence.

The Aaron's Company, Inc. (NYSE: AAN) is a specialty retailer serving consumers through the sale and lease ownership of furniture, consumer electronics, computers, home appliances, and accessories in over 1,500 Company-operated and franchised stores in the United States and Canada.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Protel BPO to accomplish?

• Protel Bpo was hired to support our call center services they took the responsibilities of addressing customer queries, resolving order processing issues.

SOLUTION

How did you find Protel BPO?

• Online Search
• Referral
• Clutch Site

Why did you select Protel BPO over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Protel BPO were assigned to this project?

6-10 Employees

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

Protel Bpo played a vital role as a valued partner of the Aarons Company by supporting our call center service needs efficiently and proficiently. They took on responsibilities such as addressing customer queries resolving order processing issues, ensuring customer satisfaction as their top priority. In addition, the team at Protel BPO significantly contributed to improving communication channels upholding professionalism in all interaction.

RESULTS & FEEDBACK

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

We have seen improved results like decrease in wait times for client calls leading to increased customer satisfaction. Protel BPO demonstrated a dedication to providing high quality service  surpassing performance expectations. Our customers' feedback demonstrated Protel's Bpo success in enhancing their experience, maintaining our pledge to provide top-notch customer service.

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

The collaboration, between our team and Protel BPO was highly effective. Positive communication channels were set up promptly through email, messaging and video calls when needed. Protel BPO developed a successful partnership by actively listening to our business needs, Collaborated effectively with our team, and provided timely feedback and notifications on the project.

What was your primary form of communication with Protel BPO?

• Virtual Meeting
• Email or Messaging App

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

Protel Bpo dedicated their time and resources to provide top notch call center service. They went extra miles to surpass our expectations, with care and proper attention to details. Their team invested a lot of time and effort to understand our company needs. Their team made use of professional and unique solutions to address our client’s needs. Protel BPO is a professional organization based on our collaboration with them.

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

Protel Bpo offered excellent services although there is always a room for improvement. We are working with them looking to take even more strategic approach to Identify our potential challenges and propose efficient solutions to foster our partnership.

BACKGROUND

Please describe your company and position.

I am the Senior Director, Retail & CX of Glossier Inc.

Describe what your company does in a single sentence.

Beauty Products - We are a beauty product company that believe in the power of the individual and see beauty as an incredible conduit for connection.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Protel BPO to accomplish?

• Level 1 customer support

SOLUTION

How did you find Protel BPO?

Online Search

Why did you select Protel BPO over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from Protel BPO were assigned to this project?

6-10 Employees

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

Protel BPO provided the following:

• Answering customers' inquiries, dealing with basic concerns, verifying deliveries etc...
• Providing them with information about our products,
• Assisting with basic troubleshooting steps in the delivery process.
• Directing more complex problems to higher support levels if needed.

RESULTS & FEEDBACK

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

Protel BPO helped lower customer wait time and improve first call resolution. As a result, we were able to handle 18% more calls amd improve customer satisfaction by 12%.

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

Protel BPO prioritizes the essential aspects of our customer support business: responsiveness, problem-solving, attentiveness and overall service quality.

What was your primary form of communication with Protel BPO?

• Virtual Meeting
• Email or Messaging App

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

They provide the best inbound call service support, and their efficiency is highly commendable.

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

None