Protel BPO

BACKGROUND

Please describe your company and position.

I am the Managing Director of Ferrovial Construction Canada Inc.

Describe what your company does in a single sentence.

We design-build, public-private partnerships, civil engineering, infrastructure, Design-build Contractor, and highways

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Protel BPO to accomplish?

• Call Center Services

SOLUTION

How did you find Protel BPO?

Online Search

Why did you select Protel BPO over others?

• Pricing fit our budget
• Good value for cost

How many teammates from Protel BPO were assigned to this project?

2-5 Employees

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

Protel BPO was contracted to manage customer service inquiries, professionally and effectively handle a high volume of calls, exhibit in-depth industry knowledge, quickly adjust to changing requirements, and integrate call center operations with our internal systems. Effective phone handling, first-rate customer service, prompt assistance in times of need, and constant data security were among the primary deliverables.

RESULTS & FEEDBACK

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

A notable improvement in the first call resolution rate, a drop in the average call handling time, a decrease in customer complaints, and a rise in customer satisfaction ratings. 

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

The project management team worked effectively to fulfill deadlines, deliver goods on time, and make sure the project moved forward as planned. They responded quickly to any questions or concerns that surfaced throughout the project, demonstrating their responsiveness to our demands. Updates on the status of deliverables and our ability to offer input were made possible by the establishment of clear communication lines. 

What was your primary form of communication with Protel BPO?

Virtual Meeting

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

Their ability to regularly deliver products on schedule and react to our requests quickly was impressive. They used an extremely successful approach to project management and kept open lines of communication that promoted productive teamwork and problem-solving. It was a special attribute that made a big difference in our project's success.

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

Our company objectives have been greatly aided by our collaboration with ProtelBPO.