What was the scope of their involvement?
We’ve worked with Callbox for three separate initiatives—an initial agreement and then two more that ran concurrently. It was not difficult to introduce Callbox to our company. After the first instance, we had a better idea of what we needed to provide their team so that we can onboard them properly.
For each initiative, we provide Callbox with some target qualifications and some guidelines regarding the make-up of our audience. We worked together to develop a comprehensive list of companies that currently operate within and outside of our footprint. We’ve worked through extensive scripting processes so that we provide our team of callers with the appropriate responses to customer objections or challenges.
What is the team composition?
We work with less than a half-dozen people per campaign, and the team is different each time. We were initially assigned a talented project manager, but he, unfortunately, left the company. We are now splitting project management responsibilities between two people, which has been somewhat difficult to coordinate.
How did you come to work with Callbox?
In our research, we looked at a couple of different methods to outbound calling, and it seemed like Callbox featured a hybrid skill set that combined the best industry practices. Their price point was extremely competitive, and we learned that they had worked in our industry before. That experience was attractive to us because it meant that we wouldn’t have to start from Point A.
What is the status of this engagement?
Our engagement began in September 2018 and remains ongoing.
Through three separate initiatives, Callbox has delivered promising results—the product of a relatively seamless onboarding process and a well-executed methodology. Although the team has experienced some turnover in the project management role, Callbox has proven to be a reliable partner.