Genesis Support Solution LTD

BACKGROUND

Please describe your company and your position there.

I'm the President of Callux Integrated Solutions Limited. We outsource and provide Call center services.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Genesis Support Solution LTD, and what were your goals??

We receive calls throughout the day from our clients addressing their customers' issues. Genesis Support Solution Limited was hired to help us take calls and email support. Our goal was to improve our client's operations.

SOLUTION

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

We searched for a list of vendors, Genesis Support Solution Limited submit their project which showed their team was hardworking and dedicated.

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

The client provide us with a calling tool that the team would answer and resolves the customer's billing issue, as well as account issue. Once the issue resolve they'll try to upsell to the customers.

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

We worked with Lasana, who she's a friendly and intelligent person. She takes correction well and tries to find ways to improve her team's work.

RESULTS & FEEDBACK

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

Our clients were pleased with our work and the skills that we portrayed on the calls to help get them sales and customers.

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

They'll send a daily report, with performance, as well as how their agents are trending. They have less handling time and quality markdown. They're easily reachable.

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

The team was hardworking and dedicated. They always took the time to find ways to improve their work.

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

The issues are not center-wide but with agents' personal attitudes. the management team is great.

BACKGROUND

Please describe your company and your position there.

I'm the CEO of my company, I manage input and output of details and services.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Genesis Support Solution LTD, and what were your goals??

We hired this amazing company to fulfil our post opens with call centre agents.

SOLUTION

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

We made contact due to various searches through all social media platforms and found this company to be legit and right to do the job.

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

Genesis provides us with these agents to answer inbound and send outbound calls to our customers. They were required to log specific details also to further suit all our customers.

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

I've worked with Lasana the CEO. She was very professional in her work and carried out all I required for Genesis Support Solution LTD.

RESULTS & FEEDBACK

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

Genesis Customer service is more than 100% great with their service, and I'm elated to hire them to fulfil my project request.

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

We contact using emails, WhatsApp, zoom and also voice call.

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

I'll say the leadership a stern movement to fulfil their task. They're impressive.

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

Not that I can think of now. For my company they provide everything without any errors.

BACKGROUND

Please describe your company and your position there.

WVS is a call center located in Kingston,Jamaica and we cater to cal centers services globally. I am the managing director.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Genesis Support Solution LTD, and what were your goals??

We had contracted Genesis to handle our customer support/help desk line. Our goal was to maintain a and increase metric and increase our company sales and revenew.

SOLUTION

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

We decide on moving forward with Genesis after we had a 30 minutes meeting with the CEO and they were able to commit to our standard plus their price were affordable, their team are coachable and they are hard working.

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

They provide a 24/7 call center service. We used Zoiper to take Al our incoming calls and used time clock t track all agents. We also used Answer800 to log all our customers information.

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

We work directly with Lasana, and all our calls are recorded. We have monthly meeting with all agents and one member from the management team.

RESULTS & FEEDBACK

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

Working with Genesis Support Solution LTD was really good. They made things easier for us as we could not operate 24 house. We will be singing other contracts in which we will contract Genesis to do.

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

Their communication is great as their management team is always available. Management style is appreciable as they adopt to changes easly .

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

Their communication, team and how they do business.

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

My only complaint is some of their agents spend time trying to help customers outside of they job discription and that would end in too much time on the phone however,the are a great call center with phinominal team that we will be working with again.