Triniter BPO

BACKGROUND

Introduce your business and what you do there.

I’m the former director of business development for a health and benefits agency.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Triniter BPO?

We needed help with customer support.

SOLUTION

What was the scope of their involvement?

There were two projects going on. One was for customer support and the other was in the PPO. They provide inbound customer support for technical queries and people who want to sign up on our health and benefits system. They also do normal customer support.

What is the team composition?

There’s a maximum of 25 people with a main point of contact.

How did you come to work with Triniter BPO?

We looked at 3-4 different providers and chose Trinitar BPO. They were better than their competitors.

How much have you invested with them?

$25,000.

What is the status of this engagement?

We started working together in January 2016 and the work is ongoing.

RESULTS & FEEDBACK

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

They were excellent. We’ve been renewing the agreement every year. They really showed excellence in how they handled customer support. The back-office projects were very efficient and good quality. We’re very satisfied with them.

How did Triniter BPO perform from a project management standpoint?

Project management is very good. It was very easy to work with them. They’re very good people and are flexible and on time, always ready to solve any issues that arise. We have weekly reviews and other high-level talks once a month. They are always reachable on calls and email and are very professional.

What did you find most impressive about them?

Everything is very good with them. We’re very happy with their service.

Are there any areas they could improve?

There’s nothing I’d have them improve.

Do you have any advice for potential customers?

They’re one of the best options to use. They have really good people and are professional. Their expertise is one of the best in the market.

BACKGROUND

Please describe your company and your position there.

I am the business development manager at IT services company. We serve globally.

OPPORTUNITY / CHALLENGE

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

We are a IT servicing company. We are a small team who were doing all lead generation, pre sales, sales and post sales and had difficulties in managing time and getting more appointments. We outsourced the lead generation part to this vendor and they successfully did it with ease and saved lot of time for us we got efficient people to work for the lead generation process.

They sourced leads for our firm through linkedin, appolo and other websites and my small team did the calling part and our sales doubled the next month.

SOLUTION

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

We got reference from one of the partner company and initially signed only for a trial package thinking how the output will be. After seeing the determination in getting correct prospect and the amazing result we signed up for a quarterly package and we even got discount for moving for quarterly.

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

They sourced leads for our business through the sales navigator platform in linkedin, generated leads through apollo. When we did social marketing, they even answered the inbound queries which came through online and through calls. They were careful in sourcing the correct prospect and our sales team is really thankful for making their work easier.

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

I have worked with 2 VA's namely Vincent and Henry. Both were very punctual to work and they did update me on hourly basis and was keen to know in what other platform they can generate leads for us.Or

RESULTS & FEEDBACK

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

Our sales doubled next month and we were able to save lot of time and sales team concentrated on current clients as they do not need to bother about sourcing new clients.

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

The VA's are very punctual, logged in on time and logged out on time. They even stretched for us during times when the results are lesser. We were getting hourly reports from VA's, weekly reports from the manager and monthly review meeting held with Director to know how the process going on and do we need any change in VA. Th VA without any delay came to Zoom whenever we needed and went extra mile to source leads for us.

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

The VA's were punctual in attending training and zoom meetings for reviews. They completed training within hours and grasped the business model and started delivering the next day.

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

I had no complaints. If I have to mention something regarding improvement means, I had change in VA because of the VA which I worked earlier went for medical leave. So we trained the second VA again. Other than that everything is fine.

BACKGROUND

Please describe your company and your position there.

One of the India's Top university. IT Head

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Triniter BPO?

For customer services and call centre

What were your goals for this project?

100% delivery to customers

SOLUTION

How did you select Triniter BPO?

Service background

Describe the project in detail.

Need to setup call centre services to end users

What was the team composition?

1 Program Manager and 5 Support executives

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Very cost-effective and 100% customer satisfaction

How effective was the workflow between your team and theirs?

Easy communication with their team and their team clearly understand our requirements

What did you find most impressive about this company?

Triniter BPO team was a pleasure to work with! They was extremely communicative throughout the study, on time with delivery of all milestones and provided us with invaluable insights. We would definitely hire and work with them again! Thanks Triniter!

Are there any areas for improvement?

None