What evidence can you share that demonstrates the impact of the engagement?
We rate the quality of our support with feedback from about 10,000 people per month. When we sent out a customer satisfaction survey, they've improved every quarter on their customer satisfaction rating. Response times have also improved; I think it's attributed to their strong management team in Manila. We save money and our quality has gone up. They also don't have high turnover and keep their employees happy, which keeps us happy.
How did Enshored perform from a project management standpoint?
Initially, all I asked them to do is respond to customer email inquiries. They've fully taken it upon themselves to suggest projects to do, to do product testing, write support articles or even videos. I can't complain. We're on Slack every day, so we're in constant communication. We have a weekly meeting with them too, and about once every six months I go to Manila to say hello and to do training.
What did you find most impressive about them?
I think their longevity is amazing. I've worked with call centers before, and all of a sudden, your team turns-over every three months; then you need to train everyone again and the quality goes down. At Enshored, they treat their employees well. They recently had a big Halloween party, everyone was dressed up and having fun, and they had performance awards. It’s clear people want to work with Enshored, which makes life easier for me.
Are there any areas they could improve?
No, I don't think so. They're a growing company and have gotten 6-7 times bigger since I began working together and there have been rocky things at the start, but they've pounded out the kinks in the process. They made improvements along the way and I'm pretty happy with them.
Do you have any advice for potential customers?
My advice is to stay in daily contact with them. Partly because they like it too, and they want to learn. Daily management and not just meetings are important. Going to visit them is also important, you'd be impressed with the team and the people they hire.