Call Masters BPO

BACKGROUND

Please describe your company and your position there.

I'm the Co-founder of Sloth Farm. Sloth Farm is an online marketplace. We sell different kinds of products through our website.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Call Masters BPO, and what were your goals??

We were receiving a lot of queries on our live chat through our website from customers who were having questions about our products. We always wanted someone who can convert the leads into sales. Call Masters BPO made sure to provide what we were looking for and they drove results on more than what was required and expected.

SOLUTION

How did you select this vendor and what were the deciding factors?

We had conducted robust research and shortlisted about 4 or 5 companies. We talked with them and in the end, we felt that they are the ones who have expertise in the work. They were very professional on the call. They understood in depth what we were looking for, and ask about the requirements.

Describe the project in detail and walk through their service package, including any calling tools used.

At that time we launched our couple of eCommerce stores and after some time we started receiving a lot of questions about our products that's why we needed a team to answer those questions about the product in order to maximize the business. So I hired them so they can deal with customers directly who were in need of some help and they provided exceptional service which resulted in a big boost in our sales. They have used different calling tools including RingCentral, Helpscout, and Open phone.

Who did you work with and what was the feedback process like?

We work with a team of two people from Call Masters BPO in addition to the CX reps themselves. There's our account manager, who's based in the US, and then there are a couple of people on the outsourced side who speak with the rep directly and manage his operations. They’ve had some personnel changes over the course of our partnership. The account manager who spoke directly with us changed a couple of months ago, and the managers on the outsourced end have also changed a couple of times.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

It's really great to have weekend and early morning coverage, which we wouldn't have if we didn't work with Call Masters BPO. Additionally, although our volumes are currently lower, knowing that we have someone monitoring our emails allows us to work on other projects or things that might come up throughout the day. Also, if someone on our in-house team is on vacation or out of the office, it's great to know that we have the option to bring an additional CX rep on for the day, so it doesn't impact response times.

Describe their project management style, including communication tools and timeliness.

We hold Zoom calls twice a month that includes me, the director of customer success, and the two account managers in the international office who have direct communication with the CX rep. These allow us to discuss any issues that have arisen over the past couple of weeks, any new updates that they should know about, or improvements that need to be made. After the meeting, the director of customer success also sends out notes from the meeting so that we're all on the same page.

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

If there is a problem, they will try their best to fix it right away. They'll also keep me updated on any improvements that need to be made, and the progress that's happening, so I know they're constantly working on fixing problems.

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

We didn’t notice anything on our end.

BACKGROUND

Introduce your business and what you do there.

I’m an executive for ETR Ventures, an e-commerce service and e-commerce product provider. We also have a couple of stores for different products. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Call Masters BPO?

We have a few different stores, so we get a lot of emails from existing or presale customers. At one point, we had a lot of inquiries about tracking, return requests, and issues with suppliers. We hired Call Masters BPO to act as our company's customer service representatives.

SOLUTION

What was the scope of their involvement?

The team from Call Masters BPO handled all emails, social media comments, chats, and managed customer requests. They also contacted suppliers and catered to workflows. We put the agents from Call Masters BPO through three days of training and shadowed them for about a month before letting them do everything on their own. We used them for customer service and back-office operations. 

What is the team composition?

We worked with 5–7 agents and spoke with the owner at the beginning of the process. 

How did you come to work with Call Masters BPO?

We found them through a Google search and reached out to them. 

How much have you invested with them?

We invested between $10,000–$12,000. 

What is the status of this engagement?

We worked together between January 2021–July 2022. We had to do maintenance on our website, so we paused the partnership, but we plan on hiring them again.

RESULTS & FEEDBACK

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

We had positive customer feedback, and our dispute rates were very low. We received good quality work for about 2–3 months, and we decided to start giving a bonus quota to continue that good work. 

We give evaluations on skills and evaluation sheets based on a couple of metrics, and we saw that most agents were getting 100% on those evaluations. If there were any disputes with customers, things were handled in a timely manner, and Call Masters BPO provided customers with authentic concern when things went wrong.  

How did Call Masters BPO perform from a project management standpoint?

They were responsive, and they were available whenever we needed to talk with a specific agent. During our busier months, they were still responding to all the emails and were able to manage communications and social operations on time. We communicated primarily over Slack, email, and Zoom. 

What did you find most impressive about them?

They were results-driven and had great communication. Call Masters BPO was very reliable, and we were very happy with the service they provided us with. Overall, it was a great experience working with them. 

Are there any areas they could improve?

We don’t have any complaints about their work and thought they did a great job.  

Do you have any advice for potential customers?

Work with them. They’ll provide you with results and meet all your deadlines.