SuperStaff

BACKGROUND

Please describe your company and position.

I am the CS Specialist of an arts, entertainment & music company 

Describe what your company does in a single sentence.

The world's first multi-projection cinema format that creates a 270-degree panoramic viewing experience. By expanding the film's visuals onto the theater's side walls, the technology immerses the audience by filling their peripheral vision. The format was developed in 2012 by a subsidiary of the Korean entertainment company.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SuperStaff to accomplish?

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• First Contact Resolution (FCR)

SOLUTION

How did you find SuperStaff?

Online Search

Why did you select SuperStaff over others?

• Pricing fit our budget
• Good value for cost

How many teammates from SuperStaff were assigned to this project?

2-5 Employees

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

Given that your BPO team is authorized to escalate any issue above Grade C, their key deliverable is to function as a highly effective front-line resolution center for all routine and moderate technical problems within their scope. The primary targets must focus on achieving a high First Contact Resolution (FCR) rate for all issues classified as Grade C and below, alongside maintaining a low Mean Time To Restore (MTTR) within that scope to prevent operational delays. For those issues that are truly above Grade C and require mandatory escalation, the BPO's secondary function is to provide perfect documentation, ensuring the case is meticulously detailed with all troubleshooting steps taken before being passed to the HQ engineers to guarantee a seamless transition and minimal overall delay.

RESULTS & FEEDBACK

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

Given that your BPO team is authorized to escalate any issue above Grade C, their key deliverable is to function as a highly effective front-line resolution center for all routine and moderate technical problems within their scope. The BPO's overall survey score of 92.4 indicates strong general performance, yet the specific feedback from GSC 1Utama and Kinepolis Nancy highlights a critical area for improvement: the clarity and followability of technical guidance. Therefore, the primary targets must focus on achieving a high First Contact Resolution (FCR) rate for all issues classified as Grade C and below, alongside maintaining a low Mean Time To Restore (MTTR) within that scope to prevent operational delays. 

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

From a Project Management perspective, the BPO center demonstrated competence in adhering to schedules, successfully delivering both project-related items and the required system manuals to clients on time. However, their execution in Operational Support and Quality Assurance is inconsistent and requires immediate remediation. While the BPO met timely deliverables, their response to technical needs exhibited critical errors. Specifically, some agents provided inaccurate resolutions, such as requesting TeamViewer credentials for Linux operating systems that do not support the software. Furthermore, the quality of resolution provided via the WhatsApp channel was deficient, with agents failing to include sufficient supporting images and comprehensive resolution steps. Our company requires the BPO to establish protocols to ensure that all WhatsApp interactions provide accurate, real-time resolution with complete, high-quality visual and textual guidance.

What was your primary form of communication with SuperStaff?

• In-Person Meeting
• Email or Messaging App

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

The most impressive and unique aspect of this BPO was their rapid and effective knowledge assimilation, particularly concerning our specialized systems. Despite a notably limited training period, their agents quickly grasp the complexities of our technology, demonstrating a strong aptitude for self-learning and system comprehension. This capability translated directly into improving performance: the accuracy of the resolutions provided by the BPO team has steadily increased. Furthermore, in response to detailed feedback provided by our team, their overall client survey score improved significantly, climbing from 88 to 92.4, which confirms their commitment to quality improvement and responsiveness.

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

An area for improvement lies in the agents' system diagram comprehension and real-world application of training. The core challenge is the discrepancy between the theoretical training materials (slides) and the actual physical system diagrams utilized in theaters. This gap means some agents struggle to correctly identify the exact device and system components when viewing images provided by the client, hindering accurate troubleshooting. SuperStaff should have done differently by dedicating time to reviewing and reconciling training materials with real-world site documentation or varied configuration examples to ensure agents can accurately map technical concepts to the client's live environment.

BACKGROUND

Please describe your company and position.

I am the Director of Dispatch of Dropoff, Inc.

Describe what your company does in a single sentence.

We are a tech-oriented, same-day, final mile logistics service.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SuperStaff to accomplish?

• Cost savings while maintaining or exceeding quality of performance

SOLUTION

How did you find SuperStaff?

• Online Search
• Other

Why did you select SuperStaff over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from SuperStaff were assigned to this project?

6-10 Employees

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

Our agents from SuperStaff form the core of our overnight dispatch team. They are responsible for inbound and outbound customer service calls as well as order assignment/creation, driver/delivery monitoring, driver communication, and other related logistical tasks. 

RESULTS & FEEDBACK

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

We have improved performance in our overnight dispatch team since switching to SuperStaff: faster response times to customers and drivers, higher on-time percentages for our deliveries, and fewer attendance problems. SuperStaff management is alert, responsive, and transparent.

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

Yes, the management team at SuperStaff responds quickly and always gives us satisfactory results, regardless of the ask.

What was your primary form of communication with SuperStaff?

Email or Messaging App

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

The strict professionalism from top to bottom. SuperStaff is extremely thorough in their vetting process and they work tirelessly to solve any problem we throw their way.

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

I have no significant negative feedback regarding our time so far working with SuperStaff.

BACKGROUND

Please describe your company and position.

I am the Operations Manager of CJ 4DPLEX

Describe what your company does in a single sentence.

4DX & ScreenX movie contents creation and distribution

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SuperStaff to accomplish?

24 hours call service

SOLUTION

How did you find SuperStaff?

Online Search

Why did you select SuperStaff over others?

• High ratings
• Good value for cost
• Company values aligned

How many teammates from SuperStaff were assigned to this project?

6-10 Employees

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

Issue received from Call, Whatsapp, e-mail

RESULTS & FEEDBACK

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

haven't missed messages from customers and they have been trying to respond right away. It's a big success.

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

Team leader and agents have responded to customer's messages right away and tried to study by themselves to get better at what they didn't know well during idle time.

What was your primary form of communication with SuperStaff?

• Virtual Meeting
• Email or Messaging App

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

They are professional at running Call center with experienced agents, hired staff in a short period fo time. They also did their best to meet the timeline. I really appreciate that.

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

From what I heard by Jiwon, there are a few issues reported by customers and I understand that there is a lot of idle time. I hope that CJ 4DPLEX and Superstaff need to consider what can be done to use the idle time efficiently.

BACKGROUND

Please describe your company and position.

I am the Technical Product Analyst

Describe what your company does in a single sentence.

A leading technology platform that eliminates manual work for auditors, diligence and private equity professionals by automating financial transaction verification.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SuperStaff to accomplish?

• Help us handle extra workload/capacity during busy season`

SOLUTION

How did you find SuperStaff?

Online Search

Why did you select SuperStaff over others?

Good value for cost

How many teammates from SuperStaff were assigned to this project?

2-5 Employees

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

Work with customers' accounting data to import it into our systems for processing.

RESULTS & FEEDBACK

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

We are able to handle our increased workload without increasing the wait times for our customers.

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

Yes, everyone from Superstaff delivers items on time and with quality work. Communication amongst everyone is very good.

What was your primary form of communication with SuperStaff?

Email or Messaging App

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

We're impressed with SuperStaff's attentiveness to our needs and frequent check-ins to make sure everything is meeting our expectations.

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

No

BACKGROUND

Please describe your company and position.

 I am the Operations Manager of a logistics & supply chain company 

Describe what your company does in a single sentence.

We're a same-day courier and logistics company that provides reliable, on-demand delivery services for businesses across the United States.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SuperStaff to accomplish?

• We hired SuperStaff to provide reliable back-office support so we could streamline operations and focus our in-house team on growth initiatives.

SOLUTION

How did you find SuperStaff?

Online Search

Why did you select SuperStaff over others?

• High ratings
• Pricing fit our budget

How many teammates from SuperStaff were assigned to this project?

6-10 Employees

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

SuperStaff supported us by providing customer service and back-office assistance to strengthen our logistics operations. Their team was responsible for:

• Handling client inquiries through phone, email, and chat to ensure prompt and professional responses.
• Assisting customers with real-time delivery updates and resolving scheduling concerns.
• Managing data entry, account updates, and reporting to keep our operations accurate and efficient.
• Providing an additional layer of support for high-priority or sensitive customer concerns.

They also delivered regular performance updates and collaborated closely with our in-house staff to maintain smooth communication and service quality.

RESULTS & FEEDBACK

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

Working with SuperStaff helped us improve several key areas of our operations. Customer response times got faster by about 30%, and we were able to extend support coverage without adding strain to our in-house team. Order tracking accuracy and issue resolution also improved, leading to fewer customer complaints and better overall client satisfaction. On top of that, having clear reports from their team made it easier for us to monitor progress and make quick decisions.

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

SuperStaff was easy to work with and kept things organized. They consistently delivered on time and were proactive in giving us updates. Whenever we had requests or adjustments, they responded quickly and made sure our concerns were addressed without hassle.

What was your primary form of communication with SuperStaff?

• In-Person Meeting
• Email or Messaging App

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

What I liked most about SuperStaff is how hands-on they were. They really made the effort to understand our needs and treated our business like it was their own.

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

Honestly, we didn’t encounter any major issues. Everything went smoothly and we were satisfied with the support they provided.

BACKGROUND

Please describe your company and position.

 I am the CEO of a healthcare company 

Describe what your company does in a single sentence.

A healthcare solutions provider specializing in pharmacy management and patient support services that improve access to affordable medications.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SuperStaff to accomplish?

• Streamline our customer support operations so patients and partners receive timely responses.

SOLUTION

How did you find SuperStaff?

Online Search

Why did you select SuperStaff over others?

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

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

SuperStaff provided a dedicated team of professionals to support us in both frontline customer service and back-office operations. Their role extended beyond answering patient inquiries; they became an integral part of our workflow, ensuring accuracy, compliance, and efficiency.

Key Deliverables:

• Customer Support Services: Handling inbound calls, emails, and chat from patients, ensuring accurate and empathetic communication regarding prescriptions, refills, and pharmacy-related inquiries.
• Back-Office Support: Processing prescription data, managing insurance verification, and maintaining patient records with strict adherence to compliance standards.
• Multilingual Assistance: Offering bilingual support (English and Spanish), which expanded our ability to serve a broader patient base.
• Workforce Flexibility: Providing scalable staffing solutions to meet seasonal demand spikes without disrupting service quality.
• Reporting & Quality Assurance: Delivering weekly performance reports, call quality monitoring, and continuous process improvement recommendations.

RESULTS & FEEDBACK

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

• Customer Satisfaction: Our patient satisfaction scores improved by 25% after SuperStaff took over customer support.
• Efficiency: Average response and resolution times were reduced by 40%, leading to quicker service for patients.
• Cost Savings: We cut operational expenses by approximately 30% compared to managing an in-house support team.
• Scalability: During seasonal demand spikes, SuperStaff seamlessly scaled our support team without service disruptions.
• Accuracy & Compliance: Error rates in prescription data processing dropped by over 20%, ensuring safer and more reliable outcomes for patients.

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

SuperStaff’s project management has been excellent from day one. They set clear expectations, established a smooth onboarding process, and consistently delivered tasks on time. Their account managers kept us updated through regular check-ins and detailed reports, so we always had visibility into performance.

What impressed us most was their responsiveness — whenever we had urgent requests or needed to adjust workflows, their team adapted quickly without compromising quality. They use a combination of project management tools and direct communication channels, which made collaboration seamless despite being offshore.

What was your primary form of communication with SuperStaff?

Virtual Meeting

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

What really stands out about SuperStaff is their ability to combine professionalism with a people-first approach. They didn’t just provide warm bodies to fill roles — they took time to understand our industry, compliance requirements, and patient care standards. Their bilingual support and cultural alignment helped us better serve a diverse patient base, which is not something every outsourcing partner can deliver.

We also appreciated their flexibility. Whether it was scaling the team quickly during peak demand or adapting to last-minute process changes, they always found a way to make it work without disrupting quality. That level of commitment made them feel less like a vendor and more like an extension of our own staff.

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

There were very few issues, but like any growing partnership, there’s always room to refine. At the beginning, we experienced a short adjustment period while aligning workflows and ensuring compliance with healthcare regulations. SuperStaff addressed this quickly, but building in more industry-specific training from the start would have shortened the learning curve even further.

That said, they were always receptive to feedback and proactive in implementing improvements, which made the process smooth overall.

BACKGROUND

Please describe your company and position.

I am the Managing Director of a flooring solutions company.

Describe what your company does in a single sentence.

The region's leading supplier of flooring to multifamily & commercial owners, managers, and developers.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SuperStaff to accomplish?

• This allows us to provide customer service support for day-to-day inquiries and assistance.

SOLUTION

How did you find SuperStaff?

Other

Why did you select SuperStaff over others?

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

How many teammates from SuperStaff were assigned to this project?

2-5 Employees

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

As the region’s leading supplier of flooring solutions to multifamily and commercial owners, managers, and developers, this company plays a critical role in delivering high-quality products on time. With a large customer base and frequent inquiries about orders, deliveries, and product details, customer service is essential to maintaining smooth operations and client satisfaction. By outsourcing customer service, the company gains a dedicated team to handle day-to-day inquiries, resolve issues quickly, and provide consistent communication to clients. This ensures faster response times, improved customer experiences, and allows their in-house team to focus on core business priorities such as sales, project management, and expanding their market presence.

RESULTS & FEEDBACK

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

The project delivered several measurable outcomes that clearly demonstrate progress and success. Response times to customer inquiries improved, customer satisfaction scores increased, and operational costs were reduced through outsourcing support. Additionally, we achieved higher efficiency in handling day-to-day tasks, with service coverage expanded and the client’s in-house team was able to redirect more time toward core business initiatives. These results not only enhanced customer experience but also created sustainable cost savings and scalability for future growth.

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

Their project management was highly structured and responsive. Deliverables were consistently provided on time, with clear communication at each stage of the process. They showed flexibility in addressing our specific needs, quickly adapting to changes and providing solutions whenever challenges arose. Overall, their proactive approach and reliability made the collaboration smooth and efficient.

What was your primary form of communication with SuperStaff?

• Virtual Meeting
• Email or Messaging App

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

What stood out most about this company is their strong commitment to both quality and customer relationships. As the region’s leading flooring supplier for multifamily and commercial projects, they not only deliver high-quality products but also ensure reliability in meeting large-scale demands. Their ability to balance operational excellence with a customer-first approach makes them unique, and it’s clear that their reputation is built on trust, consistency, and responsiveness.

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

Overall, the partnership with SuperStaff has been very positive. If there is an area for improvement, it would be to continue enhancing reporting and analytics so we can gain even deeper insights into customer trends and performance metrics. Having more proactive recommendations based on these insights could further strengthen decision-making and long-term strategy. That said, SuperStaff has been responsive to feedback and consistently open to adjusting processes to better align with our needs.

BACKGROUND

Please describe your company and position.

 I am the CEO of a logistics & supply chain company 

Describe what your company does in a single sentence.

We provide all of your logistical needs through single point of communication. We provide everything from transportation, brokerage and even warehousing reducing the cost and improving efficiency with your inbound/outbound inventory.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SuperStaff to accomplish?

• Improving customer service quality

SOLUTION

How did you find SuperStaff?

Online Search

Why did you select SuperStaff over others?

High ratings

How many teammates from SuperStaff were assigned to this project?

2-5 Employees

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

We engaged SuperStaff to support our logistics operations through a mix of customer service, administrative coordination, and back-office functions.

RESULTS & FEEDBACK

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

Faster Response Times: Client inquiries were handled on average 30% faster, improving customer satisfaction.
Operational Efficiency: Documentation and administrative tasks were processed with a 25% reduction in turnaround time, reducing bottlenecks in shipping and brokerage.
Cost Savings: By outsourcing customer service and admin support, we achieved an estimated 20% reduction in overhead costs compared to hiring locally.

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

SuperStaff’s project management was highly organized and dependable. They established clear communication channels from the start, provided regular updates, and set realistic expectations for timelines.

What was your primary form of communication with SuperStaff?

Virtual Meeting

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

What impressed us most about SuperStaff was their ability to combine professionalism with a people-first approach. Unlike other outsourcing partners we’ve worked with, they didn’t just fill seats, they focus on finding the right talent, integrating smoothly with our processes, and building a team that felt like an extension of our own.

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

At this time, we don’t see any areas where SuperStaff needs improvement. The team has been responsive, professional, and consistent in meeting our needs, and the partnership has been smooth throughout.

BACKGROUND

Please describe your company and position.

I am the CEO of a healthcare company

Describe what your company does in a single sentence.

We are a mid-sized healthcare provider specializing in telemedicine solutions and patient care management across the United States. Our primary focus is delivering high-quality, accessible healthcare services through innovative digital platforms.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SuperStaff to accomplish?

• We engaged SuperStaff to enhance our patient outreach capabilities, improve appointment scheduling efficiency, and streamline our customer support processes through dedicated virtual assistants.

SOLUTION

How did you find SuperStaff?

Online Search

Why did you select SuperStaff over others?

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

How many teammates from SuperStaff were assigned to this project?

6-10 Employees

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

• Managing inbound and outbound patient communication.
• Streamlining appointment scheduling processes.
• Conducting patient follow-ups for post-consultation care.
• Providing administrative support for insurance verification and billing queries.
• Delivering detailed performance reports and insights for continuous improvement.

RESULTS & FEEDBACK

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

We experienced a 40% improvement in patient response times, a 30% increase in successful appointment scheduling, and a noticeable enhancement in overall patient satisfaction.

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

Their project management was excellent. Deliverables were consistently met ahead of deadlines, and they were highly responsive to our evolving requirements.

What was your primary form of communication with SuperStaff?

Virtual Meeting

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

Their deep understanding of healthcare protocols and their commitment to maintaining compliance standards while delivering exceptional service were particularly impressive.

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

While their services were outstanding, expanding their availability to cover weekends would be a welcome improvement.