English Call Centre

BACKGROUND

Please describe your company and position.

I am the Co-Founder of Mad Over Marketing (M.O.M)

Describe what your company does in a single sentence.

Mad Over Marketing (M.O.M) is an advertising services company specializing in creative marketing strategies and solutions to help brands connect with their target audience.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire English Call Centre to accomplish?

• We engaged English Call Centre to streamline our communication with clients by delivering top-notch English call center services. Our main objectives were to strengthen our presence in English-speaking markets, enhance customer interactions, and ensure all inquiries about our advertising services were addressed efficiently. Their role was vital in helping us provide outstanding service while upholding our brand's professionalism.

SOLUTION

How did you find English Call Centre?

Referral

Why did you select English Call Centre over others?

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

How many teammates from English Call Centre were assigned to this project?

2-5 Employees

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

English Call Centre managed both inbound and outbound client communications, focusing on delivering exceptional customer service for our advertising business. Their responsibilities included addressing client inquiries, managing service-related requests, and maintaining seamless communication with our English-speaking clients. They also provided detailed interaction reports, monitored call quality, and ensured consistent adherence to our brand guidelines. Key deliverables included prompt resolution of customer queries, accurate reporting of client feedback, and maintaining a high standard of professionalism in all interactions. Their adaptable and flexible solutions aligned perfectly with our growth objectives.

RESULTS & FEEDBACK

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

The project led to noticeable improvements in client satisfaction, evidenced by the positive feedback we received regarding the professionalism and responsiveness of the call center team. There was a significant increase in the efficiency of handling client inquiries, resulting in faster resolution times and smoother communication. Additionally, the enhanced interaction quality contributed to stronger client relationships, while their reporting provided valuable insights that supported our decision-making and growth strategies in English-speaking markets

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

English Call Centre demonstrated excellent project management throughout the collaboration. They consistently delivered all tasks on time, ensuring that our operational timelines were met without delays. Their team was highly responsive to our needs, adapting quickly to any changes or additional requirements. Communication was seamless, with regular updates and proactive solutions to potential challenges. Their structured approach and commitment to meeting our objectives made the entire process smooth and efficient.

What was your primary form of communication with English Call Centre?

• Virtual Meeting
• Email or Messaging App

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

What stood out most about English Call Centre was their ability to adapt their services to our specific needs while maintaining a high level of professionalism. Their team’s understanding of our industry and their seamless integration into our operations were particularly impressive. Additionally, their commitment to delivering results quickly and effectively, paired with their personalized approach to client communication, made them a truly unique and valuable partner for our business.

Are there any areas for improvement or something English Call Centre could have done differently?

Our experience with English Call Centre was outstanding, and there were no areas for improvement. Their service was seamless, and they consistently exceeded our expectations in every aspect. From the quality of their call handling to their responsiveness and professionalism, everything was handled with the utmost care and efficiency, making them an invaluable partner to our business.

BACKGROUND

Please describe your company and position.

I am the CEO and Executive Producer of Frantic Films

Describe what your company does in a single sentence.

Frantic Films is a company specializing in radio and television broadcasting, producing and delivering engaging content to audiences.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire English Call Centre to accomplish?

• We hired English Call Centre to enhance our customer interaction processes by providing professional inbound and outbound call center services. Our primary objectives were to improve audience engagement, handle viewer inquiries efficiently, and ensure seamless communication for feedback and support related to our radio and television broadcasts. Their role was crucial in helping us maintain a high standard of customer service, which directly supported our goal of building stronger relationships with our audience.

SOLUTION

How did you find English Call Centre?

• Online Search
• Clutch Site

Why did you select English Call Centre over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from English Call Centre were assigned to this project?

2-5 Employees

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

English Call Centre was hired to manage inbound and outbound communication for Frantic Films, focusing on audience engagement and customer support for our radio and television broadcasts. Their responsibilities included handling viewer inquiries, managing feedback, addressing technical support questions, and ensuring smooth communication for contest or event-related queries. They were also tasked with maintaining professional communication standards, representing our brand effectively, and providing detailed reports on call volumes and customer interactions. The key deliverables included prompt response times, high-quality service, and the ability to adapt to the dynamic needs of a media-based business.

RESULTS & FEEDBACK

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

The measurable outcomes from the project included a significant reduction in response times for viewer inquiries, improved customer satisfaction based on direct feedback, and an increase in the number of queries efficiently resolved within the first contact. Additionally, the call center's ability to manage high call volumes during peak broadcast periods without compromising service quality demonstrated the success of the project. Regular performance reports also highlighted consistent improvement in handling complex requests and a noticeable enhancement in audience engagement, with more viewers interacting through the provided channels.

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

English Call Centre’s project management was highly efficient and responsive. They consistently delivered on time, ensuring that all milestones were met according to the agreed schedule. Their team was proactive in anticipating our needs, and whenever any adjustments were required, they responded quickly and effectively. Communication was clear and timely, and they kept us informed about progress, challenges, and any changes. Their flexibility in adapting to our evolving requirements, particularly during high-demand periods, was instrumental in ensuring a smooth operation. Overall, their project management approach helped us maintain a seamless experience throughout the partnership.

What was your primary form of communication with English Call Centre?

• Virtual Meeting
• Email or Messaging App

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

What I found most impressive about English Call Centre was their deep understanding of our industry and their ability to tailor their services to meet the specific needs of a broadcasting environment. Their team didn’t just handle calls—they became an extension of our brand, ensuring that every interaction reflected our commitment to quality and professionalism. English Call Centre's level of personalization and attention to detail they provided set them apart. Especially in managing complex queries with ease. Their adaptability to our dynamic requirements and seamless integration into our operations was truly unique and invaluable.

Are there any areas for improvement or something English Call Centre could have done differently?

While our experience with English Call Centre was largely positive, one area for improvement could be the expansion of their reporting capabilities. Although the reports they provided were helpful, more detailed insights into call patterns and viewer behavior would have allowed us to make more informed strategic decisions. Additionally, a more proactive approach in suggesting enhancements to our customer engagement processes could have further optimized the service. However, these are minor points, and overall, their performance exceeded expectations.