Valoris Center

BACKGROUND

Please describe your company and position.

 I am the Customer Care Manager of a retail company 

Describe what your company does in a single sentence.

retail company - supermarket chain part of the international group. The retailer operates a vast network of more than 1000 stores

OPPORTUNITY / CHALLENGE

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

• Contact Center - customer support: infoline, handling complaints
• Ecommerce support: order management

SOLUTION

How did you find Valoris Center?

Online Search

Why did you select Valoris Center over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• 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 Center provides a comprehensive range of call center services, covering both inbound and outbound customer support. They efficiently manage customer inquiries and issue resolution via calls and email, consistently ensuring timely and effective responses that increase the overall customer experience. In addition, they deliver extended support for our eCommerce platform, assisting both customers and internal teams in real time with order management and related processes.
This has improved operational efficiency and ensured continuous service availability beyond standard business hours. Overall, they are a reliable and flexible partner, contributing to the performance and scalability of our customer support operations.

RESULTS & FEEDBACK

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

Handling rate needs to be above 85%/90% depending on the line of business. Also, it is very important for us to have 100% contact rate with all the customers who are trying to reach to us, this is why we also follow 100% contact rate, callbacks included. For emails, it is important to have a first resolution within 2 hours and a final solution within 12/24 hours, depending on the LOB.

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

As a retailer, we face constant daily challenges and changes. It is essential for us to rely on a partner who can quickly adapt and provide effective solutions for new projects and campaigns. Over the years, we have run numerous marketing campaigns and navigated changes in platforms, reporting requirements, and regulatory compliance. Many of these initiatives were complex, and we are pleased to have a partner who consistently works to develop suitable and sustainable solutions for both parties. This has been a key factor in our long-term collaboration.

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?

The most impressive aspects of the company are their strong ability to find effective solutions and their level of adaptability. They demonstrate resilience, flexibility, and a proactive approach in addressing our needs. Equally important is their reliability:we can always count on them to be available and responsive whenever our business requires support.

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

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BACKGROUND

Please describe your company and position.

I am the QUALITY MANAGER of BRT SPA

Describe what your company does in a single sentence.

Freight transport

OPPORTUNITY / CHALLENGE

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

• Customer experience
• CSAT
• Quality

SOLUTION

How did you find Valoris Center?

Referral

Why did you select Valoris Center over others?

• Great culture fit
• Good value for cost

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

15

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

Customer support and resolution of main issues/requests

RESULTS & FEEDBACK

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

Average conversation time. CSAT

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

Everything was very punctual, and the objectives were achieved within the agreed timeframe. Excellent team.

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?

I am impressed by the reaction time to our needs and the understanding of the customer

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

not at the moment

BACKGROUND

Please describe your company and position.

I am the head of CRM of PENNY Romania

Describe what your company does in a single sentence.

Retail

OPPORTUNITY / CHALLENGE

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

• customer support
• call center
• solving customer problems

SOLUTION

How did you find Valoris Center?

market research

Why did you select Valoris Center over others?

• High ratings
• Good value for cost
• 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.

the main goal is to make sure all our customers complains and feedback are received and dispached to the right persons or dept involved to provide a good and proper solution for the customer

RESULTS & FEEDBACK

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

response rate and SLA delivery rate

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

They are very proactive, supportive, and also open to new approaches and also new tasks or projects

What was your primary form of communication with Valoris Center?

Virtual Meeting

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

flexibility and easiness in understanding our business needs

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

pay more attention on the distribution list and how tickets are dispached

BACKGROUND

Please describe your company and position.

I am the Customer Relationship Specialist of Boehringer Ingelheim Romania

Describe what your company does in a single sentence.

We are one of the world's leading research-driven pharmaceutical companies with 130 years of experience.

OPPORTUNITY / CHALLENGE

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

• We hired Valoris Center for inbound customer service.
• We needed answering assistance for drugstore representatives, doctors, and patients, regarding a discount card for medical prescription drugs.

SOLUTION

How did you find Valoris Center?

Referral

Why did you select Valoris Center over others?

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

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.

Drugstores usually request account reset information and report faulty transactions. Moreover, when granting discounts, they may make mistakes in reporting (regarding quantities, etc.). Valoris's agents escalate these cases to us. Doctors order cards for patients, and Valoris agents take information from them and escalate it to us. Patients request general information, data about card validity, or call support when the card does not work in pharmacies, etc.

RESULTS & FEEDBACK

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

Answering rate >90%

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

We receive from Valoris automatic weekly reports and a monthly report with the activities they performed. Moreover, they send each week a report, with 10% of the previous week's calls to listen to. They adapted their working style to our company's needs when it was necessary.

What was your primary form of communication with Valoris Center?

Virtual Meeting

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

We appreciate the extra mile Valoris is taking to assist the patients using our card. For our unique program, built to support our patients, Valoris developed a tailored CRM solution that respects the rigors of the pharmaceutical industry. At the same time, they still manage to be flexible and adaptable to our needs, making our mission easier.

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

Learning is the most important key to development! Valoris tried to allocate the best persons to our project, and in most of the cases, they did a great job!

BACKGROUND

Please describe your company and position.

I am the Development Manager

Describe what your company does in a single sentence.

We sell computer parts

OPPORTUNITY / CHALLENGE

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

• Call center

SOLUTION

How did you find Valoris Center?

Online Search

Why did you select Valoris Center over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget

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 get help from Valoris with warranry repairs

RESULTS & FEEDBACK

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

Better response time

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

They did. Everything was good

What was your primary form of communication with Valoris Center?

Email or Messaging App

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

We're impressed with their availability and affordability.

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

No