Valoris Center

BACKGROUND

Please describe your company and position.

I am the Director of Customer Experience & Care of a financial services company

Describe what your company does in a single sentence.

We are global market leader for employee engagement solution offering a wide range of digital solutions and products to enhance employee well-being and engagement with operations within 29 markets.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Valoris Center to accomplish?

• Providing a outstanding and excellent day2day service
• Providing outstanding customer satisfaction
• Helping us to increase the clients likelihood to recomment

SOLUTION

How did you find Valoris Center?

• Referral
• Experiences from other colleagues

Why did you select Valoris Center over others?

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

How many teammates from Valoris Center were assigned to this project?

6-10 Employees

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

Valoris teams covers for us customer care services, including phone support and ticketing for our clients. Their services cover card activations, support for resolving technical payment issues, and assisting merchants who wish to join the program to accept payments through out cards. Additionally, during peak times, such as holidays, Valoris agents provide valuable support for end-users encountering issues with gift voucher usage.

RESULTS & FEEDBACK

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

Valoris team consistently meets key metrics: SLA performance is over target, with a 95% achievement on phone support and 99% on email. Their First Contact Resolution (FCR) rate exceeds 86%, and customer satisfaction (CSAT) is reaching up to 92%. Additionally, we are pleased to see that less than 3% of customers abandon their calls, which reflects the efficiency and quality of the service provided.

As service delivery is a key driver for NPS Valoris helped us to BOOST NPS in 2024. Thx team, your support was appreciated.

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

Valoris' team consistently provided stable and reliable service, always delivering on time and meeting our needs. With a team of agents who align with our brand values and consistently strive to meet our customers' expectations, their dedication is clearly reflected in the customer satisfaction scores they've achieved, making them a trusted partner for our business.

In addition, as outlined before, Valoris helped us with the great work they were doing to boost our NPS score. Much appreciated.

What was your primary form of communication with Valoris Center?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

What impressed us most about Valoris was their ability to maintain high service standards under various circumstances. Our company underwent a significant rebranding process and faced technical system challenges, yet the Valoris team consistently demonstrated resilience, professionalism, and kept their strong commitment to delivering exceptional service. 

Valoris is a company which baked customer centricity into their DNA. Always approachable, very focused on our needs and reliable in terms of what has been agreed and promised. Communication on eye level, pragmatic solutions when needed. I for sure would rework with Valoris again.

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

More active offering of your digital solutions, more consulatancy efforts not just handling our B2C service. Try to advice where possible.

BACKGROUND

Please describe your company and position.

I am the Customer Support Manager of an optics company.

Describe what your company does in a single sentence.

We are a company in the optics industry, known for providing innovative products and solutions in optical equipment, with a primary focus on meeting customer needs through a wide range of high-quality products

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Valoris Center to accomplish?

• We hired Valoris Center to set appointments for consultations in our stores.

SOLUTION

How did you find Valoris Center?

Referral

Why did you select Valoris Center over others?

• Close to my geographic location
• Pricing fit our budget
• Good value for cost

How many teammates from Valoris Center were assigned to this project?

2-5 Employees

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

  We partnered with Valoris Center to reach out to potential customers from our database who had agreed to receive further communication. They effectively set up appointments for free optical consultations and promoted various campaigns. Additionally, they handle follow-up calls for customers who missed their appointments.
Before outsourcing, we were only sending messages, which proved less effective. 

RESULTS & FEEDBACK

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

  The project currently has a success rate of up to 20%, demonstrating strong engagement and effectiveness in reaching our goals.

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

  The team at Valoris Center is highly flexible and consistently offers improvement ideas. They deliver on time and respond promptly to our needs, providing a professional service.

What was your primary form of communication with Valoris Center?

Virtual Meeting

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

Valoris Center stands out for their flexibility and strong people skills. They consistently maintain a professional and customer-focused approach.

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

No.

BACKGROUND

Please describe your company and position.

I am the Head of Customer Support of Aircash d.o.o.

Describe what your company does in a single sentence.

Aircash* is a regulated & licensed EU electronic money institution and the first Croatian fintech platform. Aircash’s innovative solution includes a digital Aircash mobile wallet which offers instant deposits, withdrawals, payments and money transfers, a one-click prepaid card via the Aircash app and A-bon, a printed e-voucher for easy and secure online purchases using a 16-digit PIN code.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Valoris Center to accomplish?

• Outbound service/sales campaign

SOLUTION

How did you find Valoris Center?

Online Search

Why did you select Valoris Center over others?

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

How many teammates from Valoris Center were assigned to this project?

6-10 Employees

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

We hired Valoris Center to manage our welcome calls, as the primary objective of this service was to reach out to our new clients. We aimed to encourage both new and existing customers, who previously installed out app, to order the physical Aircash card. Valoris supported us by highlighting the benefits of the card and enhancing the overall customer experience with our services. This collaboration ensured that we could efficiently connect with clients while maintaining a high standard of service.

RESULTS & FEEDBACK

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

The contact rate was up to 80%. 
The succes rate was up to 80% on new customers and up to 60% on existing customers. 

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

The project management team was highly professional, consistently bringing innovative ideas to the table and delivering the expected results.

What was your primary form of communication with Valoris Center?

• Virtual Meeting
• Email or Messaging App

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

We greatly appreciated their proactive approach and commitment to results. At the same time, the interactions with our customers were handled in a professional manner, and we successfully achieved the contact rate that was important for us. Positive feedback from the market/clients.

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

No, we are looking forward for potential new campaigns/cooperation

BACKGROUND

Please describe your company and position.

I am the Customer Services & Support Manager of KYOCERA Document Solutions Russia LLC

Describe what your company does in a single sentence.

We supply Printers, MFPs, Services & Solutions.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Valoris Center to accomplish?

• 1st Line Support Agent;
• Call Center Services
• Technical Support Agent

SOLUTION

How did you find Valoris Center?

Online Search

Why did you select Valoris Center over others?

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

What was the size of Valoris Center’s team?

We have a team of dedicated agents, coordinated by a team leader.

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

We outsourced the Level 1 Tech Support line to Valoris Center, meaning they assist our B2B customers in setting up printing hardware by phone and email. Valoris team does also offer a support for troubleshooting inquiries.

RESULTS & FEEDBACK

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

• In addition to standard Call Centre KPIs (First Call resolution, Calls per Incident, etc.) ) we run a "Voice of customers" survey. The survey is a must to find out what our Customers think about our products/solutions/services and to find out a general quality of these services.

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

We calibrate every two weeks where we discuss our achibements (based on KPIs & Customer Satisfaction Survey ). We also solve the punctual issue that appears. We check the instructions Valoris Center agents will offer to our customers. Our POC from Valors frequently gets in touch with our team regarding specific topics such as warranties, new drivers, etc.

What was your primary form of communication with Valoris Center?

• Virtual Meeting
• Email or Messaging App

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

Valoris has always been a flexible partner, adapting to our needs, especially when we encountered peaks or distinctive demands regarding our service. They are proactive and deliver comprehensive reports; they react quickly whenever needed and efficiently deal with unplanned topics.

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

The biggest problem is a high personnel turnover, which is a subject to think about more carefully.

BACKGROUND

Please describe your company and your position there.

I'm the Project Lead Customer Relationship Management for an automobile producer

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Valoris Center?

"Valoris agents call potential customers who fill in the contact form on our website. The main challenge is making the call in 15 minutes since the customers submitted the form. The speed of reaching the leads is how we differentiate from the competitors.

Moreover, all our dealers use the CRM application provided and customized by Valoris for our reporting needs. "

SOLUTION

How did you select this vendor?

We selected Valoris because they can offer a professional outbound service and a secured CRM solution. They also have good references, knowhow and are flexible.

Describe the scope of their work in detail.

Potential customers fill in and submit the contact form on our website, and Valoris agents call them to confirm the data. Customers get in touch with one of our dealers afterward.

What was the team composition?

Customers interact by phone with a team of agents coordinated by a Team Leader. A Service Delivery Manager supervises the project.

RESULTS & FEEDBACK

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

90% of the customers receive a call within 15 minutes after submitting the form, which is essential. Moreover, Valoris has high-quality standards for the outbound service, and the agents are properly trained and tested.

By outsourcing this service, our sales team can now focus on closing deals without spending their time on initial qualification discussions.

How effective was the workflow between your team and theirs?

We get in touch every time we need to calibrate and have quarterly meetings to ensure good cooperation.

What did you find most impressive about this company?

We appreciate that Valoris adapted to our industry particularities and managed to dive into the specifics; they are also flexible and result oriented.

Is there any area for improvement or anything that could have been done differently?

There are some limitations due to the systems we are using, but Valoris goes above and beyond to overcome them.

BACKGROUND

Please describe your company and your position there.

I'm the Customer Experience Manager for an automobile importer and distribution company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Valoris Center?

Our partnership with Valoris regards a satisfaction survey addressed to customers who buy a new car and customers who bring their current car in service for maintenance and/or repair, in one of our dealers network premises around the country. Valoris is also handling a lead management service for us by calling potential customers after they filled a request form on our website.

SOLUTION

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

As an experienced CX Manager, I was acquainted with Valoris and had good references about them.

Describe the project in detail and walk through their service package.

With the satisfaction survey, conducted by phone, Valoris collects insights from customers regarding their experience with our dealers during the new car purchase process or feedback regarding their experience while visiting a repair center. The incoming and outcoming data is integrated via API into a CRM platform, customized by Valoris Center for us.

How many resources from the vendor's team worked with you, and what were their positions?

We have a dedicated team of six agents, guided by a Service Delivery Manager and coordinated by a Team-Leader.

RESULTS & FEEDBACK

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

By deploying this customer survey with Valoris, we collect a lot of valuable feedback which we then analyze and use to improve our services and ultimately increase customer satisfaction, recommendation and loyalty. Valoris Center is an excellent and reliable partner to work with in achieving these objectives. Moreover, the lead evaluation service provided by Valoris significantly increases the quality of the leads we submit to our dealers to be converted in sales.

How effective was the workflow between your team and theirs?

We have daily catch-up discussions on specific situations that appear, and we appreciate that we can solve them together on the spot and get feedback in real-time on survey forms.

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

Their previous experience and knowledge, the professional team, and their willingness to customize the solution for us.

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

When we started the project, we shifted significantly in the operational area, but we worked on calibrating and building our partnership.

BACKGROUND

Please describe your company and your position there.

I'm the Executive Director leading international company offering car financing services.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Valoris Center, and what were your goals??

We hired Valoris Center to handle our customer service operations (general information on banking services, billing information, copies of documents, forms, complaints, customized information regarding loans, collection, requests for update information, information, and awareness campaigns).

SOLUTION

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

We appreciated the professional approach that Valoris had from the first discussions, and we considered it a reliable and trustworthy partner for our business.

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

Valoris Center Team covers our phone, e-mail, and chat interactions, and handles both B2B and B2C customers. The main reasons our clients reach out to Valoris are: Loans and accounts closing, Credit support information, Payment confirmation, Balance check and Payment check.

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

Our main point of contact is a Service Delivery Manager who leads a team of operators. There is also a team leader assigned for our project.

RESULTS & FEEDBACK

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

The service level is over 85%, the handling rate is above 95% and FCR is over 85%. We also get a customer satisfaction score of more than 90%.

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

We have formal monthly meetings as well as spontaneous calls whenever is necessary. We consider communication a strong point in our partnership. They always react fast and have a solid IT team, which for us is an advantage in an everchanging environment.

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

Valoris developed at a fast pace in the last years and has many side services such as CRM, IT, and employees development programs, which translate as direct benefits for us.

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

My recommendation is that Valoris should maintain the focus on the human resources challenges in order to insure the continous quality of the services.

BACKGROUND

Please describe your company and your position there.

Ownership Sales and Services Manager in a consumer products company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Valoris Center, and what were your goals??

We initially hired Valoris Center for consumers support and back-office services. Meanwhile we added the e-commerce area to those areas already covered. They now offer consumer support with a multichannel approach: call and chat.

SOLUTION

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

We decided to work with Valoris due to their offer, which had a price-performance ratio in line with our expectations.

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

Valoris team covers the following areas of interest for our consumers: general information, product information, warranty, service, and promotional campaigns.

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

The team working for us is coordinated by a project manager, team leader, and consumers support agents.

RESULTS & FEEDBACK

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

Despite the addition of new services and activities, the Valoris team managed to cover all these additional tasks.

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

Our teams collaborate on a daily basis and we meet monthly to calibrate, check the KPI progress, and decide what are the best solutions to enhance customer satisfaction.

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

Taking into consideration our fluctuating volumes and the difficulty to predict the forecast. We appreciate Valoris Center's flexibility and capacity to adapt, and and we acknowledge their involvement in the project.

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

Increasing the ability of agents to pay more attention to details and to provide immediate answers or support to any type of request from our consumers

BACKGROUND

Please describe your company and your position there.

I'm the Customer Operations Manager for the top leasing company in Romania.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Valoris Center, and what were your goals??

We hired Valoris Center for the following:

• Inbound services (general information on banking services, billing information, copies of documents, forms complaints, customized information regarding loans, request for update information)
• Outbound services (Information and awareness campaigns, Collection)
• Back Office (Document processing; Recording customer interactions in CRM

SOLUTION

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

We decided to work with Valoris based on their flexibility, skills and commercial offer.

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

"Valoris team is responsible with providing continuous support for our customers, through the whole journey (from the moment when they sign the leasing contract untill the contract termination).

Top reasons for interactions are: contract developments, power of attorney (for damage, for leaving the country), insurrance, account statements (balance clarification), damage information. The team is also responsible for conducting a series of outbound campaigns: reccurent campaigns and one time campaigns"

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

The Project Manager is our POC and the team that is handling the activities is coordinated by a team leader.

RESULTS & FEEDBACK

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

The answering rate is over 95%, SLA 90% in less than 30 seconds with a first contact resolution of more then 95%. The average time of a call is 3.5 minutes and the QA score is over 88%.

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

We receive daily reports from Valoris and we have monthly tcalibration meetings. Whenever needed, they were open to accommodate new tasks and requirements.

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

They are proactive and find solutions for any given situation.

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

n/a

BACKGROUND

Please describe your company and your position there.

I'm coordinating the real time operations for an on demand delivery app.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Valoris Center, and what were your goals??

We hired Valoris Center to cover our customer service on three channels: mail, call & chat plus our real time operations department. We needed a reliable call center that can

SOLUTION

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

One of the main reasons to choose Valoris was their capacity to provide a scalable customer support solution and cost-effective, at the same time.

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

Valoris currently offers support for three stakeholders: consumers, delivery staff (couriers), and restaurants. They cover three channels, call, email, and chat. They also cover back-office tasks and handle partners' onboarding walkthroughs.

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

Our dedicated team is coordinated by a me, has 3 team leaders and staff of approx 30 agents.

RESULTS & FEEDBACK

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

Valoris manages to deliver each month an exceeding SLA score. Customer satisfaction is also achieved, and they reach a 90% success rate for partners' onboarding.

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

The ongoing communication between us and Valoris team proved to be the solution for a quality business calibration. They are open to suggestions, they understand our industry dynamics and adapt to its requirements.

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

Valoris is a flexible business partner, meaning they can adapt and react to challenges. They proved this from the start, by handling a quick and effective ramp-up. Moreover, in the first year of business, they scaled up the team up to three times and improved customer satisfaction scores, in the same time.

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

We can always find areas that need better performance and we rely on Valoris to be proactive.