Ansafone Contact Centers

BACKGROUND

Introduce your business and what you do there.

I was functioning as a project manager for a federal subcontractor that was working on an emergency response contract for FEMA (Federal Emergency Management Agency).

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ansafone Contact Centers?

As part of that contract, we were supporting mostly telecom operations, including a call center. We brought on Ansafone Contact Centers to help us operate that call center.

SOLUTION

What was the scope of their involvement?

Ansafone Contact Centers was able to help us answer calls as part of a hurricane relief effort in Puerto Rico, Florida, and Texas. They provided facility hardware, software, and actual personnel as well to help us fulfill the obligations of our contract with the government.

What is the team composition?

They provided us with around 50–100 customer service representatives for the project.

How did you come to work with Ansafone Contact Centers?

When we were looking for a partner, we were hoping to find somebody that had a pretty broad national capability in the US, both with the Spanish and English speaking population, and Ansafone Contact Centers was one of the only companies that both fulfilled that criteria and was really responsive to our requests.

How much have you invested with them?

I’m not sure how much we spent exactly, but it was certainly over $1,000,000.

What is the status of this engagement?

We worked together from November 2017–April 2018.

RESULTS & FEEDBACK

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

Their representatives are very skilled at what they do, so we were very pleased with the quality of the service they provided to us. Their agents were always able to accommodate our requests, despite dealing with a rapidly changing environment.

How did Ansafone Contact Centers perform from a project management standpoint?

They manage their own internal personnel, but they were always available to us. We established a really good relationship with one of their vice presidents from the start. We were able to establish a daily call with status updates that we needed, and that helped the project stay on track. Because of that, we were able to scale up with them much more quickly than we could have otherwise.

What did you find most impressive about them?

They really cover all of the basis in terms of being easy to work with on our end, being very flexible about the changing needs that we were dealing with in terms of locations and the amount of information that we had, and being able to manage a really high watermark of call volume. It’s rare to get that combination in one company.

Are there any areas they could improve?

I don’t really have any major complaints. I think in the future we could work more to define needs and expectations earlier on, but I didn’t see that as being any sort of large impediment to getting the contract done.

Do you have any advice for potential customers?

Just make sure to define exactly what both parties need and will supply so that communication is as clear as possible.