Big Outsource

BACKGROUND

Please describe your company and position.

I am the Practice Administrator of the business.

Describe what your company does in a single sentence.

Our business allows patients to have a health consultation with an Australian registered, fully qualified and experienced Doctor via video call, anywhere in Australia.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

To find a reliable and cost-effective solution to handle our business’s support needs

SOLUTION

How did you find Big Outsource?

Online Search

Why did you select Big Outsource over others?

• High ratings
• Pricing fit our budget

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

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

To provide reliable support team coverage for our business, 18 hours a day, 365 days a year.

RESULTS & FEEDBACK

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

Our partnership with Big Outsource has influenced our business positively in several ways. Firstly, it has contributed to our growth by enabling us to scale our operations and handle a higher volume of calls and customer enquiries. Secondly, it has improved our efficiency by relieving us of the burden of managing the employment of our support team internally. 

This allowed us to focus on core business functions and allocate resources more effectively. Additionally, the cost savings achieved through outsourcing have significantly impacted our profitability.

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

Their responsive leadership team have been instrumental in our success. Big Outsource has always been quick to deliver when we have a had increased staffing requirements to to growth. The level of communication has been exceptional. Big Outsource's team is proactive in keeping us informed about any changes, updates, or issues relating to their team. We experience open lines of communication, which has allowed us to address any concerns or provide feedback promptly.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

There were notable instances where the Big Outsource team went above and beyond our expectations. For example, during a period where a team member was ill and unable to work, they quickly adjusted the shift roster to accommodate this, ensuring there was no disruption in the service provided to our customers.

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

Based on our experience, we would highly recommend Big Outsource's services to other organisations in similar situations. Their cost-effective solutions, excellent customer service, and responsive leadership team have been instrumental in our success. They've proven to be reliable partners who understand our needs and consistently deliver results.

BACKGROUND

Please describe your company and position.

I am the Head Of Technical Services at Laleh Petrochemical Company of Laleh Petrochemical Company

Describe what your company does in a single sentence.

Laleh Petrochemical Company is a leading industry player known for its innovative solutions and sustainable practices in the petrochemical sector.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

To get a customer Service Outsource

SOLUTION

How did you find Big Outsource?

Clutch Site

Why did you select Big Outsource over others?

• High ratings
• Great culture fit
• Company values aligned

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

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

We hired Big Outsource to enhance our customer service operations and improve customer satisfaction levels. Our specific goals were to streamline our customer support processes, reduce response times, and ensure consistent and high-quality interactions with our customers.

RESULTS & FEEDBACK

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

Since partnering with Big Outsource, we have experienced significant improvements in our customer service operations. Some of the measurable outcomes that demonstrate progress and success include: 

1. Reduced average response times by 40%, resulting in faster issue resolution and increased customer satisfaction. 
2. Improved customer satisfaction ratings by 20%, indicating that our customers are happier with the level of service they receive. 
3. Achieved a 30% decrease in customer complaints due to the professional and efficient handling of inquiries and issues. 
4. Increased customer retention by 15% as a result of the improved customer support experience. 
5. Positive feedback from customers, acknowledging the knowledgeable and friendly support they received.

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

Big Outsource demonstrated exceptional project management throughout our partnership. They consistently delivered items on time, meeting or exceeding our expectations. Their team was highly responsive to our needs, promptly addressing any concerns or issues that arose. Their proactive approach to communication and collaboration ensured that our customer service operations ran smoothly and efficiently.

What was your primary form of communication with Big Outsource?

Email or Messaging App

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

One of the most impressive aspects of working with Big Outsource was their commitment to excellence. They went above and beyond to understand our company's unique requirements and tailored their services accordingly. Their attention to detail and ability to deliver outstanding customer support truly set them apart. Additionally, their dedication to continuous improvement and their willingness to adapt to changing customer needs were highly commendable

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

our experience working with Big Outsource was highly satisfying, and we would highly recommend their customer service outsourcing services to other businesses seeking to improve their customer support operations.

BACKGROUND

Please describe your company and position.

I am an executive at EIW

Describe what your company does in a single sentence.

EdTech company 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• Increase our customer service footprint
• Make it seamless
• Make sure outside group was a super fit culturally

SOLUTION

How did you find Big Outsource?

Online Search

Why did you select Big Outsource over others?

• High ratings
• Great culture fit
• Company values aligned

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

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

Customer service support of our internal customer service team

RESULTS & FEEDBACK

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

BigOutsource has been a tremendous partner. They are extremely communicative, responsive, their culture is in great alignment with ours, and their staff who work directly with our team supporting our customers are extremely professional, super kind, and feel like a direct extension of our internal team because everyone gets on so well.

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

Yes, BigOutsource has delivered and they are responsive.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

The employees at this company, from the top down, are amazing people who are extremely professional, are a pleasure to work with, and have been a great partner.

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

N/A

BACKGROUND

Please describe your company and position.

I am the COO of Qonto

Describe what your company does in a single sentence.

We are the leading European business finance solution.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• Additionally, we required assistance with newsletter formatting and content proofreading prior to distribution.
• To stay up with new business, we required assistance with calendar scheduling and client inbox management.

SOLUTION

How did you find Big Outsource?

Referral

Why did you select Big Outsource over others?

• Good value for cost
• Referred to me

How many teammates from Big Outsource were assigned to this project?

1 Employee

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

A specialised virtual assistant from Big Outsource assisted us with basic CRM input, managed two of our clients' inboxes, handled calendar invites, proofread content, and kept our project boards up to date.

RESULTS & FEEDBACK

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

We were able to onboard two more clients during this time because of the decrease in administrative workload, and our response time to client enquiries improved by more than 40%.

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

incredibly proactive and quick to respond.  Our VA consistently adhered to our SOPs, met deadlines, and promptly adjusted to comments.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

the degree of expertise and the ease with which they fit into our processes.

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

Not much, but some things would have gone more quickly if our time zones had overlapped more.

BACKGROUND

Please describe your company and position.

I am the Founder of Wilson Brook Consulting.

Describe what your company does in a single sentence.

We’re a recruitment firm that recruits from C-suite to management level across several industry sectors within the uk and outside uk.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• I needed help turning my podcast episodes into written content so I could publish consistently without doubling my workload

SOLUTION

How did you find Big Outsource?

Clutch Site

Why did you select Big Outsource over others?

Their reviews demonstrated specialized content support skills, not just generic VA work

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

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

Big Outsource provided two team members who supported me weekly. One handled transcription and blog drafting based on my podcast episodes, while the other took care of formatting and publishing through my CMS. They also managed basic editorial clean-up and repurposed content for newsletter use.

RESULTS & FEEDBACK

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

I went from publishing two blogs a month to four without burnout. On top of that, my email list grew by 22% from having more consistent content to share.

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

Very smooth process. Tasks were delivered early most weeks, and any edits I requested were handled quickly — often within the same day.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

They took time to understand the tone I use with my audience and made sure every piece still sounded like it came from me.

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

The only hiccup was during the first two weeks as we aligned on formatting — but after that, it was autopilot.

BACKGROUND

Please describe your company and position.

I am the Director of Sales Operations at Innovative Business Solutions, LLC of Innovative Business Solutions, LLC

Describe what your company does in a single sentence.

We connect IT vendors with resellers and service providers by distributing products, offering sales and technical support, and enabling cloud and managed services.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• I hired Big Outsource to help with customer support chat during off-hours.
• They also handled some order follow-ups and basic store maintenance tasks.

SOLUTION

How did you find Big Outsource?

Online Search

Why did you select Big Outsource over others?

Their pricing fit my budget and they had experience working with ecommerce platforms.

How many teammates from Big Outsource were assigned to this project?

1 Employee

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

I worked with Big Outsource to set up a part-time support assistant who monitored Shopify live chat and responded to simple customer inquiries. They also updated product inventory and flagged any potential issues in customer feedback.

RESULTS & FEEDBACK

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

Customer queries were resolved within minutes instead of hours, leading to better satisfaction and repeat customers. Big Outsource made that possible, and it felt like having a dependable teammate I didn’t need to manage.

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

They were very responsive and adapted quickly to changes in my store’s workflows. Weekly reports were submitted on time.

What was your primary form of communication with Big Outsource?

Email or Messaging App

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

They truly understand ecommerce workflows and didn’t need much hand-holding.

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

Would have liked slightly more proactive suggestions, but they met all deliverables.

BACKGROUND

Please describe your company and position.

I am the Local Operations Manager

Describe what your company does in a single sentence.

We managed communications services, including SD-WAN and UCaaS, and high-capacity bandwidth and transport services to businesses across the U.S.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• We hired Big Outsource to manage the increasing volume of customer inquiries and to ensure a consistent, high-quality customer support experience across our range of software products. We aimed to reduce response times, maintain a high level of customer satisfaction, and streamline our communication processes.

SOLUTION

How did you find Big Outsource?

• Online Search
• Clutch Site

Why did you select Big Outsource over others?

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

How many teammates from Big Outsource were assigned to this project?

30

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

Big Outsource took over the complete management of our customer support channels, including email, chat, and phone support. The key deliverables included: Setting up a dedicated customer support team trained on our software suite. Implementing a round-the-clock support system to cater to global clients. Analyzing monthly data to identify trends and areas of improvement. Regularly updating our FAQ and knowledge base in response to recurring queries. Quarterly reviews to measure performance and set future objectives.

RESULTS & FEEDBACK

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

After collaborating with Big Outsource: Our average response time decreased ensuring quicker resolutions for our clients. Customer satisfaction ratings improved reflecting a more efficient and effective support system. There is reduction in recurring questions, thanks to the updated knowledge base and FAQ.

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

Big Outsource showcased exceptional project management skills. They consistently met all deliverables on schedule and often exceeded our expectations. Their team was proactive, ensuring that potential issues were flagged and addressed promptly. They were receptive to feedback, making it easy to collaborate and adapt to changing requirements.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

What stood out about Big Outsource was their commitment to understanding our products in-depth. This wasn't just a 'plug-and-play' operation for them; they took the time to integrate their team with ours, learning the nuances of our software to provide genuinely insightful support to our clients. Their dedication to customer satisfaction was evident in every interaction.

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

No

BACKGROUND

Please describe your company and position.

I am the Retail Operations Manager at Glossier, Inc. of Glossier, Inc.

Describe what your company does in a single sentence.

We are on a mission to give voice through beauty. We do this by building products, growing our community, and making decisions in inclusive, customer-devoted, curious, courageous, and discerning ways

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• We engaged Big Outsource with the aim of streamlining our back office operations and enhancing our customer support services for our cosmetic, beauty, and skincare company. Our primary goals were to improve efficiency, reduce operational costs, and elevate the overall customer experience.

SOLUTION

How did you find Big Outsource?

Clutch Site

Why did you select Big Outsource over others?

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

How many teammates from Big Outsource were assigned to this project?

2-5 Employees

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

Big Outsource provided comprehensive back-office outsourcing services, including order processing, inventory management, and data entry. They also managed our customer support, handling inquiries, resolving issues, and providing a seamless experience for our customers.

RESULTS & FEEDBACK

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

The collaboration with Big Outsource yielded remarkable results: 

• Operational Efficiency: Our order processing time decreased by 25%, leading to faster deliveries and increased customer satisfaction. 
• Cost Savings: By outsourcing our back office tasks, we reduced operational costs by 30%, allowing us to allocate resources to other growth initiatives. 
• Customer Satisfaction: Customer feedback improved significantly, with a 20% increase in positive reviews and a 15% reduction in customer complaints. 
• Scalability: Big Outsource's support allowed us to scale our operations seamlessly during peak seasons, without compromising on service quality.

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

Big Outsource demonstrates excellent project management skills throughout the engagement. They consistently delivered tasks and projects on time, ensuring smooth operations for our business. Their responsiveness to our needs was remarkable. Any concerns or adjustments were addressed promptly, and their willingness to adapt to our evolving requirements was greatly appreciated.

What was your primary form of communication with Big Outsource?

• Virtual Meeting
• Email or Messaging App

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

What impressed us the most about Big Outsource was their dedication to understanding the nuances of our industry. They didn't treat us as just another client; instead, they immersed themselves in our cosmetic, beauty, and skincare business, which allowed them to provide tailored solutions that resonated with our brand identity. Their commitment to delivering a personalized experience made them stand out.

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

No are of improvement

BACKGROUND

Please describe your company and position.

I am the Operations Manager at Frank and Oak

Describe what your company does in a single sentence.

We provide sustainable fashion using innovative fabrics from nature to make products that are thoughtfully designed to help people live better, enjoy more, and feel good in everything they wear.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• We engaged Big Outsource with the primary goal of optimizing our back-office operations to streamline our apparel and fashion company's workflow. Our specific objectives included improving order processing efficiency, enhancing inventory management, and reducing operational costs while maintaining the highest quality standards.

SOLUTION

How did you find Big Outsource?

Online Search

Why did you select Big Outsource over others?

• Great culture fit
• Company values aligned

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

The scope of work undertaken by Big Outsource was comprehensive and well-structured. They handled a range of tasks, including order processing, inventory management, data entry, and customer support. 

Key deliverables included: 

• Efficient Order Processing: Big Outsource established a seamless order processing system, ensuring orders were accurately recorded, processed, and tracked. This significantly reduced order processing times. 
• Inventory Management: They implemented an advanced inventory management system that helped us optimize stock levels, minimize stockouts, and enhance overall supply chain efficiency. 
• Data Entry and Accuracy: Big Outsource meticulously handled data entry tasks, maintaining data accuracy across our systems and databases. 
• Customer Support: They provided exceptional customer support, addressing inquiries promptly and professionally, which greatly enhanced customer satisfaction.

RESULTS & FEEDBACK

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

Thanks to Big Outsource's diligent efforts, we witnessed remarkable progress and success: 

• Order Processing Time: Order processing time was reduced leading to quicker order fulfillment and happier customers. 
• Inventory Efficiency: Stockouts decreased and our inventory turnover ratio improved, resulting in optimized stock management. 
• Cost Savings: Our operational costs reduced due to improved resource allocation and reduced errors.

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

Big Outsource demonstrated exceptional project management skills. They consistently delivered tasks and projects on time, meeting our deadlines effectively. Their responsiveness to our needs was outstanding. They maintained open lines of communication, promptly addressing any concerns or adjustments required, ensuring a smooth collaboration throughout the project's duration.

What was your primary form of communication with Big Outsource?

Virtual Meeting

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

What sets Big Outsource apart is their dedication to understanding our industry's specific needs. Their tailored approach to our apparel and fashion business showcased a deep understanding of our challenges and opportunities. This industry-specific insight, coupled with their technological expertise, made them an invaluable partner in our journey to operational excellence.

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

No area, everything is to our satisfaction.

BACKGROUND

Please describe your company and position.

I am the Operations Analyst of a telecommunications company

Describe what your company does in a single sentence.

Our company provides leading-edge telecommunications services to businesses and consumers across the US Territory.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Big Outsource to accomplish?

• We engaged Big Outsource to manage our growing customer service and technical support needs, with a specific aim to increase customer satisfaction and response times.

SOLUTION

How did you find Big Outsource?

Referral

Why did you select Big Outsource over others?

• Close to my geographic location
• Pricing fit our budget
• Referred to me
• Company values aligned

How many teammates from Big Outsource were assigned to this project?

Other

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

Handling all aspects of customer service, from resolving complaints to addressing queries. For technical support, it involved troubleshooting network issues, assisting with device setup, and resolving other product-related issues. Key deliverables included improved customer satisfaction scores, reduced response times, and enhanced customer loyalty.

RESULTS & FEEDBACK

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

Call answer rate increased, call wait times decreased, higher TNPS rating and customer service satisfaction

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

Big Outsource demonstrated effective project management. They consistently met our targets and deadlines, responded proactively to our needs, and adapted their approach based on our feedback.

What was your primary form of communication with Big Outsource?

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

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

What impresses us most about Big Outsource is their team’s in-depth understanding of our products and services; they're committed to delivering high-quality customer service. Their seamless integration with our team is truly unique.

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

Our collaboration with Big Outsource has been seamless so far. They are proactive in recommending ways to improve current processes.