Big Outsource

BACKGROUND

Please describe your company and position.

I am the Attorney of a legal company

Describe what your company does in a single sentence.

Plaintiff's personal injury law office

OPPORTUNITY / CHALLENGE

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

• Catch up on backlog
• Provide faster service for clients
• Make onboarding faster

SOLUTION

How did you find Big Outsource?

• Online Search

Why did you select Big Outsource over others?

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

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

6-10 Employees

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

• Gather medical records and bills.
• Draft settlement demand letters.
• Assist personal injury clients at various stages.
• Answer the phone.
• Gather police reports.
• Draft legal documents.
• Provide customer service.

RESULTS & FEEDBACK

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

We were no longer behind in the number of settlement demands that needed to be sent.

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

Project management was very nice, responsive, and professional. They delivered on time, every 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?

I am impressed at the number of qualified applicants they are able to find in such a short time frame.

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

Not all hires are as good as others, but that is expected anywhere. It would be amazing if they could screen out people that do not share our same work ethic.

BACKGROUND

Please describe your company and position.

I am the Customer Service Representative at Frontier Communications of Frontier Communications

Describe what your company does in a single sentence.

We are Network Service provider

OPPORTUNITY / CHALLENGE

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

• When we decided to partner with Big Outsourcing, our primary goal was to enhance our customer service operations and improve customer satisfaction. As a network provider company, delivering excellent customer service is crucial to retain our existing customers and attract new ones. We wanted a reliable outsourcing provider that could handle our customer inquiries, technical support, and complaints efficiently and professionally.

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?

6-10 Employees

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

The scope of work for Big Outsourcing was comprehensive and well-defined. They were responsible for managing all aspects of our customer service operations. Key deliverables included:

• Inbound Call Center Support: Big Outsourcing managed our customer support hotline, handling various inquiries, billing questions, technical issues, and service requests. 
• Email and Chat Support: They provided prompt and knowledgeable responses to customer queries through email and live chat channels. 
• Complaint Management: Resolving customer complaints was a critical aspect, and Big Outsourcing demonstrated their expertise in addressing and resolving issues to the customers' satisfaction.
• 24/7 Availability: They ensured seamless customer service round the clock, contributing to an improved customer experience.
• Performance Metrics: Big Outsourcing tracked and reported key performance metrics, allowing us to monitor their performance and make data-driven decisions.

RESULTS & FEEDBACK

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

Working with Big Outsourcing was a resounding success for our customer service department. We witnessed the following measurable outcomes:

1. Increased Customer Satisfaction Scores: Customer satisfaction scores significantly improved after the partnership with Big Outsourcing. Customers reported higher levels of satisfaction with the quality and efficiency of the support they received. 
2. Reduced Response Times: The average response time for handling customer inquiries and complaints decreased notably. Big Outsourcing's team was quick to address customer issues, leading to more satisfied customers. 
3. Higher First-Contact Resolution Rates: The outsourcing team displayed a deep understanding of our services, which resulted in a higher percentage of first-contact issue resolution. This efficiency positively impacted customer loyalty.

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

Big Outsourcing demonstrated exemplary project management throughout our collaboration. They consistently delivered items on time and adhered to agreed-upon deadlines. Their responsiveness to our needs was commendable. Whenever we required urgent changes or additional support during peak periods, they promptly allocated resources to ensure uninterrupted service.

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?

We were impressed with Big Outsource's the level of dedication and professionalism throughout the engagement. They seamlessly integrated with our company culture and worked as an extension of our in-house team. Their customer service representatives exhibited a deep knowledge of our products and services, which instilled confidence in our customers. Moreover, their ability to adapt to changes swiftly and provide exceptional service 24/7 set them apart from other outsourcing providers.

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

Their exceptional customer service solutions, dedication to meeting objectives, and impressive results have significantly contributed to our success. They are doing good, I will advice them to keep the good work up.