Knot Networks LLC

BACKGROUND

Please describe your company and position.

I am the Team Leader of a consulting company

Describe what your company does in a single sentence.

Sitel seeks to improve and evolve to meet customer needs. The company does this through chatbots and interactive voice responses. The company also deploys analytical systems and AI-enabled data.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Knot Networks LLC to accomplish?

• Grow our business.

SOLUTION

How did you find Knot Networks LLC?

Online Search

Why did you select Knot Networks LLC over others?

Pricing fit our budget

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

This project aims to offer a toll-free number service that allows customers to contact the client without charges, improving accessibility and customer service. 

Scope Description: 

• Analyze the client's communication needs and call volume. 
• Select a suitable toll-free number service provider. 
• Acquire a unique toll-free number aligned with the client's brand. 
• Configure call routing options, such as IVR and voicemail integration. 
• Integrate the service with the client's existing systems if necessary. 
• Conduct thorough testing to ensure smooth functionality. 
• Provide staff training and comprehensive documentation. 
• Offer ongoing support and technical assistance. 

Key Deliverables: 

• Acquire a dedicated toll-free number. 
• Configure call routing options and integration. 
• Ensure smooth functionality through testing. 
• Provide staff training and detailed documentation. 
• Offer ongoing support and technical assistance.

RESULTS & FEEDBACK

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

• Increased customer engagement: A noticeable rise in the number of calls received through the toll-free number indicates improved customer interaction and accessibility. 
• Enhanced customer satisfaction: Positive feedback and higher customer satisfaction ratings were obtained through surveys or feedback analysis, showcasing an improved customer experience with the toll-free number service. 
• Decreased call abandonment rate: Fewer instances of callers abandoning their calls before reaching a customer service representative, indicating improved call management and customer support. 
• Improved call routing efficiency: Reduced time taken to route calls to the appropriate departments or agents, demonstrating more efficient call handling and effective customer service.

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

Excellent service and great attention to detail on time

What was your primary form of communication with Knot Networks LLC?

Virtual Meeting

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

Knot Networks is an impressive and unique company for several reasons. They excel in innovation, offering cutting-edge technology and solutions. Their commitment to customer satisfaction is exceptional, tailoring their offerings to meet our individual needs. They foster a collaborative culture that promotes creativity and inclusivity. Additionally, they prioritize sustainability and ethical business practices. Overall, Knot Networks stands out as an exceptional organization in their industry.

Are there any areas for improvement or something Knot Networks LLC could have done differently?

currently not everything is good