ContactWorks

BACKGROUND

Please describe your company and position.

I am the COO and Chair of Troomi Wireless

Describe what your company does in a single sentence.

Troomi provides kids with a safe smartphone environment to thrive, explore and grow commensurate with their maturity.

OPPORTUNITY / CHALLENGE

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

• Provide Tier 1 Support
• Develop Support Documentation and Processes

SOLUTION

How did you find ContactWorks?

Referral

Why did you select ContactWorks over others?

High ratings, Pricing first our budget, Great culture fit, Good value for cost, Referred to me, Company values aligned

What was the size of ContactWorks’s team?

6-10 Employees

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

Contact Center Infrastructure

• Facility, equipment, and computers
• PCI certification
• COPPA compliance or certification as available
• HIPAA compliance
• Technical support for the operation
• Acquire and manage agent team

Program Administration

• Dedicated Manager who handles Client Services
• Quality Control
• Weekly status calls
• Monthly Operations Review

Reporting

• Weekly reports will include at a minimum; customer concern by agreed upon topics/issues, call mail-chat transcript drill downs, time to first customer response, 1st customer response to customer concern/issue resolution, resolutions, issue per channel contact type, customer satisfaction, escalations. The format and content will be developed and enhanced over the initial 90 days of support.
• Monthly Operations Reviews

RESULTS & FEEDBACK

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

• Agreed upon KPI's
• SLA Agreement
• Master Service Level Agreement
• Agreed upon KPI's
• SLA Agreement
• Master Service Level Agreement

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

ContactWorks is very responsive to our needs and attentive to our brand and customers' demands.

What was your primary form of communication with ContactWorks?

Virtual Meeting, Email or Messaging App

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

From the top down, they were intimately engaged in what we needed to be successful with Tier 1 support.

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

Their recommendation of support software was not the best. We have worked around it, but it has caused some unnecessary issues.

BACKGROUND

Please describe your company and position.

I am the Operations Coordinator of Audi on demand

Describe what your company does in a single sentence.

Audi on demand is a premium car rental service.

OPPORTUNITY / CHALLENGE

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

• Consistent, high-quality call center support
• Ad hoc business process management

SOLUTION

How did you find ContactWorks?

Referral

Why did you select ContactWorks over others?

• High ratings
• Close to my geographic location
• Great culture fit
• Good value for cost
• Company values aligned

What was the size of ContactWorks’s team?

2-5 Employees

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

ContactWorks has provided our call center and customer support services for many years. We renew on a yearly basis. Some of the key services they have provided:

• Receive and respond to calls, chats, and emails from customers, with an average first response time that is twice as fast any anyone else in our industry is providing
• Provide white-glove customer support for adjusting and making reservations for customers
• Manage ad hoc workflows and help us implement business practices very quickly, which allows us to test and configure rental product offerings before our dev team builds out automations into our booking flow

RESULTS & FEEDBACK

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

• Fast response times
• Good CSAT score (typically 80% or higher)

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

ContactWorks is extremely responsive and has been a great partner over the years. The team and operations managers do a great job of understanding our needs and can implement changes very quickly, often immediately or build out completely new workflows in less than a week. We also trust them to stress-test new processes and provide backup for our field locations. The team is agile, knowledgeable, and set high standards for themselves.

What was your primary form of communication with ContactWorks?

• Virtual Meeting
• Email or Messaging App

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

The team members we work with at ContactWorks have real buy-in to our company. They care about outcomes and treat our business as their business. Based on my interactions with all levels of the company, from new hires working the phones to upper leadership that plan strategy, everyone is super nice and invested in our success. They embody the idea of "your win is our win."

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

I have never had a correction for them that wasn't implemented immediately. We don't have repeat problems with ContactWorks.

BACKGROUND

OPPORTUNITY / CHALLENGE

• Wanted a call center - 12 hours a day
• knowlege staff to direct customers to appropiate support sites

SOLUTION

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

RESULTS & FEEDBACK

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

BACKGROUND

Please describe your company and position.

I am an executive at an it services company

Describe what your company does in a single sentence.

We provide IT services including hardware, deployment and support specializing in mobile computing and 5G networks.

OPPORTUNITY / CHALLENGE

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

• Technical Support
• Help Desk
• Customer Experience Enhancement

SOLUTION

How did you find ContactWorks?

• Referral

Why did you select ContactWorks over others?

• High ratings
• Good value for cost

How many teammates from ContactWorks were assigned to this project?

2-5 Employees

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

Provides technical support and help desk as well as customer reporting

RESULTS & FEEDBACK

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

Call center response times, first call resolution, and achieving customer CSAT scores

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

Attentive, competent and thorough. Able to participate in leading on key areas related to their services.

What was your primary form of communication with ContactWorks?

• In-Person Meeting
• Virtual Meeting

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

Their leadership and industry experience are impressive

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

No

BACKGROUND

Please describe your company and your position there.

I'm the support manager for our L1 Support team. We provide wireless network and support solutions.

OPPORTUNITY / CHALLENGE

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

We offer 24 hour phone and email support. ContactWorks has been a huge strategic partner in providing our internal team members good work life balance, increased participation in work related activities and superior support to our customers.

SOLUTION

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

We've had a long standing relationship with ContactWorks. They've been great at meeting our support needs. A strong partnership has resolved to helping us meet our mission statement for connecting people for success!

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

Service package includes available support manager for adjustments to support coverage or coordinated training. Options from pay per call to dedicated agents. 24/7 queue assessment and quarterly review

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

We have a rotation talent pool of 4 support agents who anchor our weekend and late night coverage. I worked directly with George who is completely focused on finding the right solution for our team

RESULTS & FEEDBACK

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

Our online presence on trustpilot and our internal csat has maintained a 90% satisfaction rating. Our internal turn over has been extremely low since working with ContactWorks.

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

Communication and timeliness was at our leisure and adjusted to our seasonality. Weekly check-ins and quarterly refresher trainings.

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

We've been impressed with their flexibility and partnership. 

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

I hope they take on more clients and broaden their portfolio.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

The volume of calls and email ordering was getting a bit much to handle for one person. I selected to use inbound services because it was much easier to receive, process, and fulfill orders.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

80%.

What challenge were you trying to address with the service provider?

We wanted to improve upselling, ensuring that we make a good chance at getting every sale.

SOLUTION

What was the scope of the service provider's involvement?

They help with inbound calls and ordering processing.

Could you describe the pricing structure and how they billed you?

We pay agent payroll per hour. It's a short-term, but we're thinking about switching to a fixed overhead.

How did you come to work with this service provider?

We found them through personal research.

How would you assess the service provider for answering calls, customer service, and communication?

They are very competent. We have no issues.

How much time, in hours, does this service provider save you each month?

N/A.

How much money does this service provider save you each month?

$1,500.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

The whole experience with them has saved me time and money. The customer response has been nothing short of excellent.

What are the service provider's strengths?

Their strenghts are their reliability and affordability.

How can the service provider improve?

I have no complaints so far.

How long has your company been working with this service provider?

June 2016 - Ongoing.

How much money do you spend annually with this service provider?

$5,000 to $9,999.