Callenta

BACKGROUND

Please describe your company and position.

I am the Head of Customer Experience of NovaTel Communications

Describe what your company does in a single sentence.

"We are a US-based telecom provider offering residential and business communication services."

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Callenta to accomplish?

• Provide 24/7 inbound call support for residential and business clients
• Handle voicemail and ensure timely callbacks
• Escalate technical issues via ticketing system

SOLUTION

How did you find Callenta?

• Online Search
• Referral

Why did you select Callenta over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from Callenta were assigned to this project?

6-10 Employees

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

Callenta provided full-service inbound call handling for NovaTel, a growing telecom provider in the US. Their agents managed incoming calls, scheduled callbacks, processed voicemails, and escalated L1 tickets to our tech support team. Support was available in English, Russian, and Turkish, covering both residential and business clients. Their flexible work hours and CRM integration skills were crucial during our expansion phase.

RESULTS & FEEDBACK

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

The project delivered excellent results:

Customer Satisfaction Score (CSAT): 92%
Average response time improved by 40%
Overall cost savings of 30% compared to internal operations
These outcomes helped us improve client retention and reduce churn.

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

Callenta’s project management was top-notch. They consistently met deadlines, communicated proactively, and adapted quickly to our feedback. Their team used our CRM efficiently, updated tickets in real time, and followed escalation protocols. We felt fully supported and informed at every stage.

What was your primary form of communication with Callenta?

• Virtual Meeting
• Email or Messaging App

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

Callenta impressed us with their multilingual support capabilities and responsiveness. The ability to switch seamlessly between English, Russian, and Turkish was a game changer. Their agents were not only professional but also empathetic and patient, which made a real difference for our diverse customer base.

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

Overall, we were highly satisfied with Callenta’s work. If anything, adding even more automation into the ticketing process would be a great next step. But for our needs, they delivered exactly what we were looking for.