Climbia BPO

BACKGROUND

Please describe your company and your position there.

I am the Marketing Director of Grow, digital agency in Tirana, Albania.

OPPORTUNITY / CHALLENGE

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

We were doing Google Ads in New York and New Jersey for 2 of our GMB locations and we were getting lots of calls, but our level of English was not at the right level to impress some of the potential clients, and the number of calls was a lot to handle from our team.

SOLUTION

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

We searched on Google for the best companies, but we couldn't find them there so we started asking friends who work for other companies to refer us to a good one. After some calls with Climbia and some other companies, we were convinced to start with Climbia. We loved how they had less staff than the others but they had to go through lots of steps to be accepted to work there.

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

They provided customer support service from 10 AM to 6 PM, we provided most of the script, details, and info but they were quick to understand how the Google Ads work, how they trigger and the whole rest. I think they used Ring Central at that time.

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

We had our dedicated support manager that we were having meetings weekly, the team was located in Durres, Albania. The feedback was really above the expectations.

RESULTS & FEEDBACK

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

We had the same amount of clients, so not a big difference in that. But I knew they handled our new clients competently and their English was better than ours. But the number was the same, since it depended on our Google Ads budget. Sometimes they had more load when we increasesd the budget for some of the campaings.

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

We meet in person only 3 times, most of the meetings were online. We liked the communication and the style of his work.

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

As I said, the process of getting approved to work there was really hard, and they did not accept people without experience. So the team was something different from what we saw in other companies.

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

I wish they had more staff about different services so they could cover more.