Empire Global Solutions

BACKGROUND

Please describe your company and your position there.

I am the VP and we are a home warranty company. We provide an extended warranty for our customer's residential appliances and systems.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Empire Global Solutions?

Our company hired Empire Global Solutions to supply us with a larger group of customer service representatives. These representatives are responsible for answering calls from our customers and resolving their issues.

SOLUTION

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

We considered this company because they could provide the amount of representatives we required at a reasonable rate. They are also committed to making sure that their representatives are knowledgeable about our policy and are able to communicate that to our customers in a professional manner.

Describe the project in detail and walk through their service package.

This team is responsible for fulfilling responsibilities in many different departments within our company. The main responsibility is customer service. The reps are responsible for answering the calls and resolving all customers' needs. We also have them working behind scenes in non-customer-facing departments, such as Dispatch, where they are responsible for assigning in-network vendors to our customer's claims.

How many resources from the vendor's team worked with you, and what were their positions?

Our main point of contact is their VP. However, there is a team of 6 others ( which consist of managers and supervisors) who organize the day-to-day tasks.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

Having EGS has been a tremendous help for our company. It has allowed us to have our Customer service inbound calls handled in a timely fashion and has prevented a lot of customer complaints (in regards to being understaffed).

How effective was the workflow between your team and theirs?

We communicate daily and work on correcting any issues on a daily basis. We request feedback and EGS delivers information on how we can make it a better experience for our customers.

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

They offer extra training for their reps to ensure that our customers are satisfied. They hold themselves accountable for any errors and are quick to correct or prevent them.

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

No, I am very pleased with their service.