What evidence can you share that demonstrates the impact of the engagement?
As part of our QA process, our ticketing system automatically generates reports on the quality of the service provided by their agents. We also track of various key performance indicators (KPI) including the number of calls handled, number of calls lost, and call duration. They proved themselves to be the best solution for us. They had the technology for handling and receiving our volume of calls. Unlike our previous vendor, we wouldn’t be disconnected from the ticket side. We could easily track the quality of the calls by retrieving tickets and listening to recordings.
In terms of the quality of the collaboration, we appreciated their QA manager and CEO’s efforts in providing and training resources on short notice. We’re currently in a transition period after some people left the project, and we’re building a new team with Grupo Noa International to have more consistency. In general, they’ve worked quickly to find quality call agents who meet all of our service standards.
How did Grupo Noa International perform from a project management standpoint?
Because I lead a number of teams in addition to this call center, I’m not directly involved in the engagement on a daily basis. We do have a team leader that coordinates with their account manager to enforce our quality control workflow, conducting biweekly follow-up reviews with call agents. If agents fail to meet our standards, we will retrain them or remove them from the call queue.
During the weekend, they manage the support flow independently and only contact us if they encounter problems. Their CEO is always willing to contact us and address any issues that arise. Their availability, flexibility, and general transparency are their most valuable qualities.
What did you find most impressive about them?
We appreciate the level of personalization they provide to client companies; we’ve felt that they cared about us since the beginning of the project. While the quality of their call agents depended on the person, Grupo Noa International endeavored to supply the right people. They’ve collaborated closely with us, kept an open mind, and strove to understand and deliver on our goals.
Are there any areas they could improve?
The issues we’ve had so far stemmed from individuals, not from the company dynamic. We’ve had some challenges at the agent or team-leader level, but they were all human problems. Noa Grupo International hasn’t had a problem understanding our requirements and desires. I contacted them yesterday to express my concerns, and they’re aware of the situation.
Having said that, while we appreciate their CEO’s efforts to personalize the relationship with client companies, the team may depend too much on his decisions and input. Their team could benefit from being more proactive and making independent decisions.
Do you have any advice for future clients of theirs?
Customers should trust the CEO; he is definitely the face of the company.