Call2Customers

BACKGROUND

Introduce your business and what you do there.

I’m the sales and marketing coordinator at R&D Associates.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Call2Customers?

We needed help with our telemarketing efforts for our local market, so we hired Call2Customers.

SOLUTION

What was the scope of their involvement?

Call2Customers provides telemarketing services. They call prospective clients and set them up for an appointment with one of our salespersons.

What is the team composition?

We started with three telemarketers, but we only have one now, as we’ve been working at a slow pace. After a few months, we may hire more resources again. 

We have one point of contact from Call2Customers.

How did you come to work with Call2Customers?

I found them through searching on Google for call service providers near us. 

How much have you invested with them?

So far, we have spent $7,000.

What is the status of this engagement?

We started working together in September 2020 and it’s ongoing.

RESULTS & FEEDBACK

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

Since working with Call2Customers, we obtained six new clients. 

How did Call2Customers perform from a project management standpoint?

Their project management is excellent. We communicate with their team leader who takes care of daily tasks and feedback. They’re very transparent. The owner has even come on the call if required. We connect through email, phone, and WhatsApp.

What did you find most impressive about them?

Call2Customers provides good service, and they hit their KPIs and timelines. They accommodate our reporting requirements as well. We don’t encounter communication issues since they’re always available.

Are there any areas they could improve?

I can’t think of anything for them to improve. They’re good. 

Do you have any advice for potential customers?

We definitely recommend Call2Customers to anyone who needs telemarketing services. 

BACKGROUND

Introduce your business and what you do there.

I’m the general manager at a freight forwarding company. We are a cargo import and export business based in Kuwait.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Call2Customers?

We needed B2B telemarketing services.

SOLUTION

What was the scope of their involvement?

Call2Customers delivers outsourced call center services. My company provides software, and Call2Customers recruits the staff. We have established a VPN between our two companies.

What is the team composition?

I wanted to see what the trials and problems were that we faced, overcome it with one person, and then increase the size of the team from there.

How did you come to work with Call2Customers?

I researched many call centers and chose Call2Customers. They responded quickly, and I liked being able to talk directly to the owner.

How much have you invested with them?

At first, we paid $600 per agent each month.

What is the status of this engagement?

We started working together in March 2019, and the work is ongoing.

RESULTS & FEEDBACK

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

In dealing with them as a company, I give them an eight out of ten, but my general rating would be a three.

How did Call2Customers perform from a project management standpoint?

Call2Customers handles a lot of work, and they are very cooperative. I manage the entire engagement. Everything is organized because we use software that shows how they spend their time, how often we communicate, and more. I listen to the recorded calls to check for quality control, and I provide feedback. They lack this type of QC infrastructure.

What did you find most impressive about them?

They’re attentive. The owner is reachable and listens to everything. I give him the requirements, and he makes sure it gets done.  

Are there any areas they could improve?

Call2Customers didn't have a script, so their agents weren't touching on crucial points in the calls. I asked them to develop a script using a checklist I provided, but they didn’t. I had to contact other people to create the script.

Call2Customers doesn't know how to move forward with a project. I have to pursue research and give them requirements, but they should do that. When they face a problem, they should tell me; I shouldn’t have to tell them. I’d like them to make suggestions on how to get the best results.

Do you have any advice for potential customers?

If we say something to them, they’ll listen and try to do it. They have no ideas or expertise of their own.

BACKGROUND

Introduce your business and what you do there. 

I'm the owner of HHC Consulting Inc.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Call2Customers? 

I needed an outsource service that wasn’t too expensive. I wanted 4–5 employees to help promote my company through telemarketing.

SOLUTION

What was the scope of their involvement? 

Call2Customers started by making phone calls to businesses to tell them about our consultants and the services we provide. I did have to provide them some training, insight about my business, and how things work. They added their own learnings based on their experience. They also developed the phone script themselves and sent it to me for review. They use a dialer to generate contacts. Now they’re doing additional work on my website.

What is the team composition? 

Their team consists of 4 telemarketers and one team leader. 

How did you come to work with Call2Customers? 

I found them on Google. They were the most cost-efficient option. The best part was they answered my call right away, even with the time difference between here and India. Many of the other companies I called didn’t answer their phones. That made me feel that Call2Customers was the one who wanted my business. I was pleased with our conversation so I decided to move forward.

How much have you invested with them? 

I spend around $3,000 per month. 

What is the status of this engagement? 

Work began in June 2018 and the engagement is ongoing.

RESULTS & FEEDBACK

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

They have a system where they generate leads and then send them to me. That's how we analyze success. For the first 2–3 months, I was concerned because I would follow up on their leads and not get a response. We started listening to the recordings of their conversations to ensure that and doing other QA activities. After the first few months, we're getting around 7–8 people interested from every 10 leads they generate. That’s a notable number. They're doing amazing. 

How did Call2Customers perform from a project management standpoint? 

Their team is pretty good. Initially, we had to make some adjustments, in part because it was our first time doing a project like this. We had to figure out problem-solving techniques for how to increase our numbers. It really helped when we started listening to the recordings. We were able to hear how they were talking to potential clients and make small changes. Call2Customers grasps changes easily, which is good. Our team leader listens to us very carefully and translates our instructions back to the team. 

What did you find most impressive about them? 

Call2Customers has a solid knowledge of the American market. They understand my requirements and how to approach marketing teams over here. They’ve even made good suggestions on how I can grow my business. It shows that they care about their work enough to do additional research. 

Are there any areas they could improve? 

No, I don't think so at this moment. I'm pretty satisfied. After the first three months, they implemented the things that needed to change. The only other small concern is that sometimes the holidays in India conflict with regular work days in the US. They’re trying to figure out a way to accommodate my schedule.

Do you have any advice for potential customers? 

Take advantage of their willingness to do business development research. That's been a big help. Anybody can make phone calls and follow a script. Call2Customers can use their knowledge of your business to talk to customers.

BACKGROUND

Introduce your business and what you do there.

I work as the deputy general manager of production operations at CoolBoots Media Private, a company located in India.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Call2Customers?

We hired Call2Customers to provide customer care services for our clients.

SOLUTION

What was the scope of their involvement?

Initially, we provided Call2Customers with our requirements, which basically were making about 300–400 calls per day, for which we required 5–10 agents to do the work. Then, we had a five-day training program for the agents, during which we had demo calls with them. After that, it took us about a week to set up the entire process, provide them with a product download, and create the scripts. After the onboarding process, we had a couple of sessions with Call2Customers to finetune the scripts.

What is the status of the engagement?

Our main point of contact was the team lead, and he worked with five agents.

How did you come to work with Call2Customers?

We were looking for call centers based in North India because our client base is from there. We came across 13 different call centers, and we decided to work with Call2Customers.

How much have you invested with them?

We spent close to 1.5 million INR (approximately ($18,000 USD) on the project.

What is the status of the engagement?

We kicked off the partnership in December 2021, and the project ended in September 2022.

RESULTS & FEEDBACK

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

Throughout our engagement, Call2Customers implemented the feedback we gave them immediately. Thanks to this, the results were great.

How did Call2Customers perform from a project management standpoint?

Call2Customers’ entire team performed well. Initially, they offered to work in-house, but we opted to work remotely. Throughout our engagement, we shared our database with them daily, and they provided us with reports. We also had weekly meetings where they provided us with project insights. We mainly communicated via email, phone, Zoom, and Google Meet.

What did you find most impressive about them?

Call2Customers demonstrated excellent project management skills.

Are there any areas they could improve?

The tool that Call2Customers uses could be upgraded to accommodate their client’s particular needs.

Any advice for potential customers?

Prepare a script and outline the key parameters so that you don’t lose time initially.