vlbpo cx

BACKGROUND

Please describe your company and position.

I am the Customer Support Lead of Hiyacar

Describe what your company does in a single sentence.

Technology enable car-sharing 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire vlbpo cx to accomplish?

• Customer Support Outsourcing

SOLUTION

How did you find vlbpo cx?

Referral

Why did you select vlbpo cx over others?

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

How many teammates from vlbpo cx were assigned to this project?

6-10 Employees

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

The team provided customer support to Hiyacar members via phone support, chat support and email 

RESULTS & FEEDBACK

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

Member retention, CSAT scores, AHT improvement, KPI's and performance review 

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

The support team assigned was highly organized and went above and beyond to make our members' experience memorable; there was a great relationship with the internal team and we did not felt we were working with a BPO as the team fit so great, and nothing was too much for them. Anytime we needed any adjustments the team at VLBPO was prompt in assisting us and help us adjust our needs. 

The solutions provided by the VLBPO are outstanding and we recommend them to anyone who needs a dedicated and professional experts outsourcing. 

Thank you for your services we hope to work again in the future!

What was your primary form of communication with vlbpo cx?

• Virtual Meeting
• Email or Messaging App

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

The team was professional and delivered outstanding support.

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

None.

BACKGROUND

Please describe your company and position.

I am the Medical Technology Executive of HealthCareCAN - SoinsSantéCAN

Describe what your company does in a single sentence.

HealthCareCAN is the national voice of healthcare organizations and hospitals across Canada. We foster informed and continuous, results-oriented discovery and innovation across the continuum of healthcare.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire vlbpo cx to accomplish?

• Book qualified meetings
• Improve responsiveness and project management

SOLUTION

How did you find vlbpo cx?

• Online Search
• Clutch Site

Why did you select vlbpo cx over others?

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

How many teammates from vlbpo cx were assigned to this project?

6-10 Employees

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

We engaged VLBPO CX, based in San Francisco, to strengthen our pipeline and improve operational efficiency. Their scope of work included: Customer Service Outsourcing (45%) – Managing customer inquiries and ensuring timely, professional communication. Call Center Services (35%) – Handling outbound outreach and inbound calls to secure appointments with prospects. Back Office Outsourcing (10%) – Supporting administrative and operational tasks to reduce internal workload.

RESULTS & FEEDBACK

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

Meetings booked: Significant increase in qualified meetings. 
On-time delivery: All tasks completed within agreed timelines. 
Responsiveness: Fast adaptation to operational needs. 
Pipeline growth: Noticeable improvement in lead generation. 
Operational efficiency: Reduced internal workload through outsourcing support.

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

VLBPO CX demonstrated excellent project management. They delivered items on time, responded quickly to our needs, and maintained clear communication throughout. Their flexibility and structured approach ensured our goals were consistently met.

What was your primary form of communication with vlbpo cx?

• Virtual Meeting
• Email or Messaging App

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

What stood out most was their responsiveness and ability to deliver items on time without compromising quality. Their balanced service mix  combining customer service, call center, back-office, and sales outsourcing  made them a unique and dependable partner.

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

None. 

BACKGROUND

Please describe your company and position.

I am the Associate Manager of Canadian Tire Corporation

Describe what your company does in a single sentence.

Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With world-class owned brands and exciting market-leading merchandising strategies, we are continually innovating with purpose: to be there for Canadians from coast-to-coast. We are a group of companies that includes a retail segment, a financial services division and CT REIT.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire vlbpo cx to accomplish?

• We needed a partner to help us book more qualified meetings and improve responsiveness in customer interactions.

SOLUTION

How did you find vlbpo cx?

• Online Search
• Clutch Site

Why did you select vlbpo cx over others?

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

How many teammates from vlbpo cx were assigned to this project?

2-5 Employees

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

VLBPO CX managed customer service outsourcing, call center operations, back-office support, and sales outsourcing for our eCommerce division. Their deliverables included booking qualified meetings, delivering tasks on time, responding quickly to our needs, and streamlining operations. Thanks to their efforts, our pipeline grew significantly, and our scheduling process became more efficient.

RESULTS & FEEDBACK

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

VLBPO CX delivered measurable outcomes that demonstrated clear progress. They booked a steady stream of qualified meetings, completed tasks on time, and responded quickly to our needs. Their support led to pipeline growth and improved operational efficiency, making them a dependable partner for our eCommerce operations.

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

VLBPO CX demonstrated excellent project management throughout our engagement. They delivered all items on time, responded quickly to our needs, and maintained clear communication. Their flexibility and responsiveness made collaboration seamless, and their structured approach ensured that our goals were consistently met.

What was your primary form of communication with vlbpo cx?

• Virtual Meeting
• Email or Messaging App

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

What impressed us most about VLBPO CX was their responsiveness and ability to deliver items on time without compromising quality. Their communication was clear and consistent, and they managed multiple service lines seamlessly  from customer service outsourcing to call center support and sales outreach. The tangible impact on our pipeline made them a unique and dependable partner.

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

VLBPO CX exceeded expectations in responsiveness and timely delivery

BACKGROUND

Please describe your company and position.

I am the Managing Director of FRA 365 GmbH

Describe what your company does in a single sentence.

Only those capable of responding quickly, simply, and reliably in the logistics sector can succeed in the market. Cost-effective thinking and action are particularly important in this regard. Furthermore, exceptional flexibility and mobility must be ensured to provide customers with the best possible quality. At Frankfurt 365 GmbH, your requirements are our top priority.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire vlbpo cx to accomplish?

• We hired VLBPO CX to improve our customer support operations, reduce response times, and provide reliable 24/7 assistance for our customers. We also wanted an experienced team to handle inbound inquiries, shipment updates, appointment scheduling, and administrative tasks so our internal staff could focus on logistics planning and business growth. Another key objective was to maintain a high level of customer satisfaction while scaling our support operations without significantly increasing overhead.

SOLUTION

How did you find vlbpo cx?

Online Search

Why did you select vlbpo cx over others?

• Pricing fit our budget
• Good value for cost

How many teammates from vlbpo cx were assigned to this project?

1 Employee

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

VLBPO CX provided a dedicated customer support team to manage our day-to-day customer service operations across multiple channels, including phone, email, and live chat. Their responsibilities included handling shipment inquiries, tracking and delivery updates, appointment scheduling, issue resolution, and general customer assistance. They also supported several back-office functions, such as processing service requests, updating customer records, and preparing routine operational reports. As part of the engagement, they recruited and trained agents to align with our brand, integrated with our existing systems, established performance metrics, and maintained regular communication through account reviews. The key deliverables included a fully operational support team, consistent service-level performance, faster response and resolution times, accurate back-office processing, and detailed reporting that helped us monitor customer satisfaction and overall operational efficiency.

RESULTS & FEEDBACK

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

Since partnering with VLBPO CX, we've seen several measurable improvements across our customer support operations. Average response times decreased by over 40%, first-contact resolution rates improved, and customer satisfaction scores consistently remained above 95%. Their support also allowed us to handle a higher volume of customer inquiries without increasing our internal headcount, reducing operational costs while maintaining service quality. Overall, the partnership improved efficiency, strengthened the customer experience, and gave our internal team more time to focus on core transportation operations and business growth.

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

VLBPO CX demonstrated strong project management throughout the engagement. They consistently delivered on schedule, whether it was onboarding new agents, implementing process updates, or providing regular performance reports. Communication was clear and proactive, with a dedicated point of contact who kept us informed and addressed any concerns promptly. They were highly responsive to our changing operational needs, especially during periods of increased shipment volumes. When we needed additional support or process adjustments, they adapted quickly without disrupting service quality. Their organized approach, transparency, and commitment to meeting service-level expectations made them a dependable extension of our operations team.

What was your primary form of communication with vlbpo cx?

Virtual Meeting

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

What impressed us most about VLBPO CX was their ability to combine the flexibility of a growing outsourcing partner with the professionalism and operational discipline of a much larger organization. Their team took the time to understand our transportation business, our customers, and our processes instead of relying on a one-size-fits-all approach. They were proactive in suggesting workflow improvements, maintained consistently high service quality, and scaled their support as our needs evolved. That level of commitment and partnership made them feel like an extension of our own team rather than an external vendor.

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

Overall, we were very satisfied with the partnership. If there is one area for improvement, it would be expanding their reporting dashboard with more customizable, real-time analytics so we could access deeper operational insights without requesting custom reports. That said, whenever we needed additional information or adjustments, their team was responsive and quick to accommodate our requests, so it never impacted the overall success of the project.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of Credit Suite Inc., a financial services company. We provide software and services to help businesses and their clients build business credit, access loans, and secure financing without personal credit checks or guarantees.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire vlbpo cx to accomplish for Credit Suite Inc.?

We needed help with outreach to our email list via phone to schedule appointments with our finance experts.

SOLUTION

What was the scope of vlbpo cx's involvement?

vlbpo cx schedules appointments with our sales team and occasionally sells for us by helping our clients purchase our $69 subscription.

What is the team composition?

We work with 2–5 teammates from vlbpo cx.

How did you come to work with vlbpo cx?

We found them through a referral. We chose them over other options because they were a great culture fit, offered good value for the cost, and had aligned company values.

What is the status of this engagement?

We started working with them in August 2025, and the engagement is ongoing.

RESULTS & FEEDBACK

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

vlbpo cx's work is very successful. They average 500+ appointments per month.

How did vlbpo cx perform from a project management standpoint?

vlbpo cx's project management is perfect. We communicate via virtual meetings, email, and messaging apps.

What did you find most impressive about them?

vlbpo cx's communication and ability to pivot when necessary are impressive.

Are there any areas they could improve?

There's nothing they can improve on.