Consult RPO

BACKGROUND

Please describe your company and position.

 I am the VP of a business services company 

Describe what your company does in a single sentence.

We are a BPO provider

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Consult RPO to accomplish?

• Hire contact agents

SOLUTION

How did you find Consult RPO?

Online Search

Why did you select Consult RPO over others?

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

How many teammates from Consult RPO were assigned to this project?

2-5 Employees

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

We engaged 'Consult' to enhance our operational efficiency, streamline our processes, and implement cutting-edge technological solutions. The scope of work was comprehensive, focusing on three main areas: 

• Process Optimization: Consult conducted a thorough analysis of our existing workflows and identified bottlenecks. They re-engineered key processes, integrating lean methodologies to eliminate waste and increase efficiency. 
• Technology Implementation: Recognizing the need for digital transformation, Consult introduced advanced software solutions for customer relationship management (CRM) and enterprise resource planning (ERP). This integration streamlined our data management and improved client interaction capabilities. 
• Training and Development: To ensure our team was well-equipped to handle new systems and processes, Consult provided extensive training programs. These sessions focused on enhancing technical skills and adopting best practices in customer service.

RESULTS & FEEDBACK

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

• Improved Operational Efficiency: There was a 25% improvement in operational efficiency, evidenced by faster turnaround times and a reduction in error rates in core services. 
• Enhanced Customer Satisfaction: The implementation of advanced CRM tools led to a 30% increase in customer satisfaction scores, indicating better client interactions and issue resolution. 
• Employee Skill Enhancement: Post-training programs, there was a 20% rise in employee satisfaction scores, reflecting higher engagement and improved skillsets among employees. 
• Cost Reduction: The project resulted in a 15% reduction in operational costs, which contributed directly to the company's profitability. 
• Scalability and Flexibility: The new systems and processes introduced by 'Consult' enhanced the scalability and adaptability of operations, enabling the BPO to swiftly respond to market changes and client demands.

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

• Adherence to Deadlines: 'Consult' was meticulous in adhering to the set timelines. Each phase of the project, from process analysis to the implementation of technological solutions and training programs, was completed as per the scheduled deadlines. 
• Proactive Communication: Regular updates and progress reports were provided. This proactive communication helped in preemptively addressing any potential delays. 
• Responsiveness to Needs 
• Tailored Solutions: 'Consult' demonstrated a deep understanding of our unique needs and challenges. They tailored their solutions accordingly, ensuring that they aligned well with our specific business objectives. 
• Flexibility: They were highly responsive to feedback and made adjustments to the project scope and strategy as required. This flexibility was crucial in addressing evolving requirements and unforeseen challenges. 
• Client Involvement: 'Consult' maintained a collaborative approach, involving our team in key decisions. This inclusive strategy not only made the solutions more effective but also facilitated smoother implementation and higher acceptance among our employees.

What was your primary form of communication with Consult RPO?

Virtual Meeting

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

We were impressed with Consult RPO's custom solutions, holistic approach, proactive communication, and transparency.

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

Nothing really.