Acquire BPO

OPPORTUNITY / CHALLENGE

Why does your company use Business Process Outsourcing services? Did you use to handle these needs in-house?

I use these services to make it as simplistic as possible. I did use to handle these needs in-house.

What is the volume of inbound calls your company was handling per day?

I was handling 50% of all calls daily.

What were your company’s goals for the partnership with this service provider?

Our goal was to make our message clear, concise and collective.​​​​​​​

SOLUTION

What does this service provider provide for you on a normal basis?

They provide fast one-on-one calls as efficiently and quickly as possible.

Could you describe this service provider's pricing structure and how they bill you?

They offered me a package deal, by the minute, charging about one cent per minute per caller.

How did you find and select this service provider?

I found them through careful online research.​​​​​​​

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

This service meets deadlines proficiently because of its simple structure.

How much time and money do you estimate that this service provider saves you each month?

They save me about 1000 minutes and $1000 per month.

Based on your experience, what takeaways can you share about working with this service provider?

Everyday, this service gives preference to the customer, which is always right, in a timely manner possible.

What do you think are the strengths of this service provider?

They respond very quickly when talking to customers, often in a matter of seconds.

Where do you think this service provider can improve?

They can improve the wait times and maybe make more customer service representatives available.

OPPORTUNITY / CHALLENGE

Why does your firm need outbound services? Did you use to handle these needs in-house?

We receive about 1,000 incoming calls per day so we need someone to handle this volume.

How many outbound calls did your company handle every day?

It's about 50 % of total calls so it's vital that we handle this correctly.

What challenge were you trying to address with the service provider?

We want to be more efficient with our phone calls.

SOLUTION

What was the scope of the service provider's involvement?

It was all telemarketing and phone work.

Could you describe the service provider's pricing structure and how they billed you?

We pay them for a monthly package.

How did you come to work with this service provider?

I found them on online research.

How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?

They are very quick and efficient.

How much time and money does this service provider save you each month?

They save us about $1,500 per month.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

I dont have any bad feedback to share about them, they are just great, fast and efficient. I would recommend them always.

What are the service provider's strengths?

Their fast response is strong.

What areas can the service provider improve?

They could offer cheaper prices.

How long has your company been working with this service provider?

We started in March 2010 and it's ongoing.

How much money do you spend annually with this service provider?

We spend $50,000 to $199,999 annually.

OPPORTUNITY / CHALLENGE

Why does your firm need outbound services? Did you use to handle these needs in-house?

It is a way to improve the responses of our customers and clean up drowned data. It can improve and speed up our responses.

How many outbound calls did your company handle every day?

We take approximately 500 calls daily and the volume is a little difficult to process without this new system.

What challenge were you trying to address with the service provider?

The goal was to improve the speed of responses of the customer to the company and vice versa. Also, we want to reduce costs of our daily operations and measure the call volume better.

SOLUTION

What was the scope of the service provider's involvement?

They work with our data and also perform telemarketing duties.

Could you describe the service provider's pricing structure and how they billed you?

We generally pay with a pre-determined package until we run out of hours from the external team.

How did you come to work with this service provider?

A friend told me that they had a great system with this firm. They were able to improve data collection and other processes.

How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?

They do a good job when we try to open our business to new areas.

How much time and money does this service provider save you each month?

We are able to focus on market expansion because they are taking away unnecessary work and can work faster.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

We have not worked with any other providers so I cannot comment. They save us a lot of time.

What are the service provider's strengths?

They are saving operating costs from internal employees. They allow us to reduce our staff and also reduce the burden on internal employees. They are competent and don’t require a lot of supervision.

What areas can the service provider improve?

They can always improve everything.

How long has your company been working with this service provider?

It is ongoing.

How much money do you spend annually with this service provider?

We spend $50,000 to $199,999 per year.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you use to handle these needs in-house?

To be more in-touch with our customers.

How many inbound calls did your company handle every day?

Around 110 calls or so.

What challenge were you trying to address with the service provider?

We wanted to achieve excellent service through improving our customer service processes.

SOLUTION

What was the scope of the service provider's involvement?

Customer phone support.

Could you describe the pricing structure and how they billed you?

The structure was so that we were billed annually.

How did you come to work with this service provider?

We found them online.

How would you assess the service provider for answering calls, customer service, and communication?

They are very responsible and serious in the work they do.

How much time and money does this service provider save you each month?

Around $150,000 each month.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

Everything has been fully functional.

What are the service provider's strengths?

Their responsibility, patience, honesty, and humility.

What areas can the service provider improve?

An increase in the number of their staff.

How long has your company been working with this service provider?

We started using their services in 2010 and continue to do so.

How much money do you spend annually with this service provider?

Our annual investment lies between $200,000 to $999,999.