Callsite Solutions

BACKGROUND

Introduce your business and what you do there.

I'm the general manager of a hospital in El Salvador in Central America. We’re a level one center providing health services. We currently have some of the greatest technology you can get for medical healthcare in El Salvador.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Callsite Solutions?

We were having trouble keeping up with the call requests for COVID-19 testing.

SOLUTION

What was the scope of their involvement?

Callsite Solutions provided call center services. Initially, they suggested possible solutions to our problems and different technologies to connect our Avaya PBX directly to their service so we could reroute all the calls directly to them. They ensured our account was custom-made. All in all, they offered outbound call services for sales, lead generation, and marketing solutions to promote specific services we provide here in the hospital. Additionally, they gave us a wide variety of customer care-related solutions.

What is the team composition?

The CEO was our point of contact. He was in charge of the whole project.

How did you come to work with Callsite Solutions?

We posted our services and telephone number on Facebook, and they contacted us because they saw our advertisement. Since COVID-19 testing was in high demand then, they knew we couldn’t keep up with the number of incoming calls.

How much have you invested with them?

We spent roughly $70,000–$80,000.

What is the status of this engagement?

We started the engagement around June 2020. The project lasted for about one year and was completed in April 2021. The partnership ended, but we’re planning on engaging them for marketing services.

RESULTS & FEEDBACK

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

Our call drop rate dropped. Before Callsite Solutions, we were only able to have about 15 people on the call queue at the same time. The rest of the calls were dropped because we couldn’t keep up with the demand. They kept a low queue, and we were able to follow up so we wouldn’t lose any customers. Also, the QA was good; we listened to a few call recordings from some agents and could connect to any agent and listen in on the call.

How did Callsite solutions perform from a project management standpoint?

They were very helpful. They gave us ideas and worked directly with the IT department to come up with solutions. For project management, we gave them access to a virtual machine using VMware. We also used Avaya PBX remotely so they could log in directly to our Avaya. They were connected using a VPN.

What did you find most impressive about them?

Their connectivity and speed were outstanding. The fiber optics and the connection were within El Salvador. It took less than one millisecond.

Are there any areas they could improve?

Some things got delayed on their end. We started working with five agents. Then, we requested 15 more agents when the demand increased, but it took about 15 days to get them.

Any advice for potential customers?

Just tell them what you need and be straightforward from the beginning; they’ll make it happen for you.