RemoteReps

BACKGROUND

Please describe your company and your position there.

I am the owner of a firm that helps private healthcare practitioners improve their financial literacy and managerial decision-making skills.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire CC Capital Group?

We needed help with B2B appointment setting and sales calls.

What were your goals for this project?

Our goal was to acquire new clients in a cost-effective and efficient manner.

SOLUTION

How did you select this vendor?

I selected CC Capital Group based on a conversation I had with them before the project started. They showed a deep knowledge of our campaign.

Describe the project in detail.

CC Capital Group made B2B sales calls and set up appointments with natural healthcare practitioners who wanted to increase their profits. They also provided advice and strategy that worked beautifully.

What was the team composition?

We worked with one account manager and three different departments: client success, QC, and operations.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

CC Capital Group generated enough appointments to increase our bottom line significantly. Within one week, we had a 250% increase in booked calls. The number of appointments booked fluctuated, but that’s normal considering the availability of doctors. We keep strict metrics on all costs and advertising campaign details, and CC Capital Group has remained the most profitable and easy-to-use campaign we've run to date.

How effective was the workflow between your team and theirs?

It was seamless. We couldn't have asked for better communication or professionalism.

What did you find most impressive about this company?

We were impressed with the quality of the candidates they consistently produced. They take their results seriously.

Are there any areas for improvement?

No, we were completely satisfied with their work. They over-delivered throughout our collaboration.

BACKGROUND

Introduce your business and what you do there. 

I'm the director of the sales team for an organization that provides mental health coordination to the K–12 community in southern California.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with CC Capital Group? 

Our biggest challenge is the cost of salespeople and the efficiency of training them.

SOLUTION

What was the scope of their involvement? 

CC Capital Group provides us with an outsourced cold-calling sales team. They’re responsible for initially training the team members on how to make a sales call. Then the callers are handed off to me, at which point I train them on our process of reaching out to school districts in more detail. They make calls and set up appointments for me to go in and close the deal with the various school districts. 

What is the team composition?

We work with one project lead and 12 callers.

How did you come to work with CC Capital Group? 

They were recommended by a friend. I talked to Chad (CEO, CC Capital Group) to get an idea of what they could offer. They're reasonably priced, so I thought I'd take a chance on them. 

How much have you invested with them?

We spend roughly $10,000 a month.

What is the status of this engagement?

Work began around October 2018, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

They've been effective at hitting all the numbers that I asked for. They have to get a certain number of client calls that convert to appointments every week. CC Capital Group reports back to us on the numbers so we can see how productive they are. It’s very easy for me to set metrics, and their reporting tools are really awesome.

How did CC Capital Group perform from a project management standpoint? 

Their team is fantastic across the board. CC Capital Group is extremely helpful so everything is smooth and easy. Our main point of contact is great if I ever have any problems. He is responsive and quick to help. We mostly use phone calls and email.

What did you find most impressive about them? 

I've been really satisfied with CC Capital Group’s entire personnel. Everyone they’ve given us has great phone skills. They’re also easy to work with, which is important. A virtual team can be challenging when they’re not in the office with me. It’s so easy to communicate with them and train them. 

Are there any areas they could improve? 

No, there haven't been any issues. Both the team members and the leadership at CC Capital Group take feedback quite well. 

Do you have any advice for potential customers? 

Be clear and direct about what you need their team to do, and CC Capital Group will be happy to oblige. I definitely encourage people to give them a shot.

BACKGROUND

Introduce your business and what you do there.

I’m a sales consultant at a consulting and B2B sales company. We help sell technical products directly to businesses.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with CC Capital Group?

We needed cold callers to follow up on the e-mail sales campaigns that we were running for two of our clients.

SOLUTION

What was the scope of their involvement?

CC Capital Group asked us to supply some materials and information, including scripts. We had a series of phone calls with them, such as to interview cold callers and go over the scope of the project.

What is the team composition?

We worked with CC Capital Group’s CEO, who did our sales pitch and then set up our introductory call with two other team members. I believe those two were our project managers, but it wasn’t very clear.

How did you come to work with CC Capital Group?

I actually can’t answer that question, because my business partner researched vendors and found CC Capital Group. However, I believe we chose them based on their price and month-to-month contract. Other vendors wanted a 3–6-month commitment, but we weren’t ready for that.

What is the status of this engagement?

We began working together in February 2019, and then we canceled the engagement in April.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Our partnership didn’t work out, and I think the fact that we canceled the project after just two months highlights this.

How did CC Capital Group perform from a project management standpoint?

Setting up the project was a little bit of a mess. They rewrote our scripts in a way that didn’t fit what we were looking for, which created a back-and-forth process. My team then had to rewrite the scripts that we provided in the first place. The onboarding process was unprofessional and problematic; CC Capital Group did not give notice that we were interviewing cold callers, so we were not prepared when we were suddenly on a call with five candidates.

I primarily handled project management. We put the cold callers in our Slack channel and had regular calls with them; they essentially became remote employees. CC Capital Group scheduled monthly calls with us, but I already had all of the information that they provided in these calls because I was in direct contact with the cold callers.  

CC Capital Group told us that they could provide research on some of the leads we were having them reach out to. The tools that they said they had ended up being Google and LinkedIn, which we felt was ingenuine because anyone can use the Internet to look things up, including myself. In the context of B2B, we do not see Google as a tool; we expected more capable research tools, like databases or systems.

If you had to pick one thing that CC Capital Group did particularly well, what would that be?

CC Capital Group found good remote talent with solid calling and voice skills. The cold callers were malleable and picked up our pitch very quickly.

In what specific areas can they improve?

We made it clear that we do B2B selling, and CC Capital Group insisted that they were capable in this area. However, we didn’t get the sense that they understood our ultimate goal, and we eventually discovered that they’d never run a B2B campaign; I think they’ve only run B2C campaigns. The tactics they generally used, such as setting meetings with consumers, were incongruous with B2B sales. CC Capital Group became frustrated that they weren’t getting results. They put pressure on us to implement their tactics, even though I repeatedly told them that they weren't grasping what we wanted to do.

CC Capital Group should implement a more transparent sales process and manage expectations better. They said they had experience in our industry when in reality they didn’t. If they’d been honest, we probably still would’ve taken a chance on them, but it was disappointing to find out that they hadn’t worked in the industry when they said they had. Also, if you say you have tools, the expectation is not Google or LinkedIn.

The onboarding process should be more explicit.  CC Capital Group needs to distinguish what each call is about, what the customer needs to bring to each call, etc. For instance, they should’ve prepared us for the interview call with the cold callers.

What advice do you have for clients with similar needs to yours?

I honestly wouldn’t recommend them to anybody in my field. I’ve found better services for B2B sales. I don’t know B2C sales well enough to recommend CC Capital Group for that.

Company Responses

The vendor responded on May 14, 2019.

The feedback does not reflect the engagement accurately. The client ended the partnership on good terms and not because metrics were unsatisfactory. As the review notes, our team allocated quality agents that performed well.

The client was unable to close the deals that the agents and representatives recruited had initiated. What’s more, individuals on the client’s team had different directions for each engagement.

The productivity decline was purely due to a lack of direction by the client's team. That is why they ended their relationship with us on good terms—knowing that they needed to fix things internally before having us generate more opportunities for them. The client spoke positively about our services in emails and conversations with other companies. They would not have done that if they were not satisfied with our performance.