six eleven global services

BACKGROUND

Please describe your company and your position there.

I'm the senior manager customer service - Call Center. We offer innovative and intelligent cameras to our customers

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire six eleven global services and solutions, and what were your goals??

To support American and Canadian customers by providing them a high quality anglophone service for their inbound and outbound call and chat interactions

SOLUTION

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

We have selected them for their references, good reviews, professionalism and their good quality/price ratio and flexibility

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

Handle our inbound/outbound calls and chat from our American and Canadian customers in English from 8:00 am to 9:00 pm every day, 7 days /7

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

I work and my manager team and QA Team

RESULTS & FEEDBACK

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

We have received good comments and reviews on the service that have offered our customers

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

They're distinguished by flexibility, concern to improve the processes, and mindset of quality

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

If they develop their social media skills it would help me to give them some of that business

BACKGROUND

Please describe your company and your position there.

I am the CEO of our Virtual Assistant and Marketing Organization. We provide staffing to businesses to support their daily tasks and some marketing aspects as well.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire six eleven global services and solutions?

To Staff for our insurance clients. Currently mostly outbound and inbound calling. In the process of rolling out some enhanced VA services.

SOLUTION

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

My Partner has a very strong ongoing professional relationship with 611.

How many resources from the vendor's team worked with you, and what were their positions?

Currently 7 VA’s a Team Lead and an Operations Manager. This will be expanding on a recurring basis.

RESULTS & FEEDBACK

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

We are very happy with the success we have experienced during our initial and current roll outs. We have received high praise from our clients. They also demonstrate a strong desire to retain and refer our services.

How effective was the workflow between your team and theirs?

Excellent

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

We like their integrity, professionalism, and eagerness to learn and grow.

BACKGROUND

Please describe your company and your position there.

I'm the Director of an IT & Marketing BPO - we service clients in the Real Estate / Private Equity Space.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire six eleven global services and solutions?

SixEleven allowed us to hire remote staff quickly and at scale - with proper systems, security and management in place.

SOLUTION

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

Referral

Describe the project in detail and walk through their service package.

Our team helps drive our clients' IT, Software, and Marketing back office systems and output.

How many resources from the vendor's team worked with you, and what were their positions?

Over 100 staff and managers, along with an Operations Manager.

RESULTS & FEEDBACK

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

Having the staff based in a sophisticated office, with security and protocols in place, allowed us to scale faster and save time on many operational tasks.

How effective was the workflow between your team and theirs?

We have regular zoom and google meet calls.

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

The infrastructure, security, and office capabilities provide a great working environment for our remote employees.

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

None.

BACKGROUND

Introduce your business and what you do there.

I’m an HR head for View Qwest, a telecommunications and IT services company based in Singapore.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with six eleven global services and solutions?

We hired six eleven in 2013 to help us expand our team. Our team was quite small at the time, so they helped us expand our operations.

SOLUTION

What was the scope of their involvement?

Firstly, six eleven helped us set up an area where their team could work, which included a whole workstation with desks and office spaces. Moreover, they provided us with the entire connectivity system to ensure that their resources could answer calls and had everything they needed to do their work.

Secondly, six eleven assisted us in getting the actual resources we needed. For this, we sent them a job description, and they sent us different CVs to help us find the right people. Since then, they’ve been augmenting our staff with personnel that focuses on providing technical support to our clients.

What was the team composition?

We currently work with 38 resources from six eleven, but we’ve worked with up to 41.

How did you come to work with six eleven global services and solutions?

From the first time we met, it was very easy to get in touch with six eleven. They were a great choice for us communication-wise because they provide support in English but also speak the same language as our clients. Thus, working with them would be very easy.

How much have you invested in them?

We pay six eleven about $48,000 per month.

What is the status of this engagement?

We started working together around 2013, and it’s an ongoing collaboration.

RESULTS & FEEDBACK

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

six eleven’s services are very good, and they’ve provided us with great talent. We’ve been working with them for around 10 years now, and some of the resources they originally provided us with are still working for us. These resources are now excellent managers, and they know our business and processes very well.

How did six eleven global services and solutions perform from a project management standpoint?

Working with six eleven is very easy. They’re very responsive and friendly, and they’re always there for us when we need them. Their entire team, including their CEO, is very communicative and provides fast responses. We have a call with the CEO every three months to talk about QA and process improvements. I even flew once to Davao, where they’re located, to meet them in person.

What did you find most impressive about them?

Their commitment to the project is outstanding – they’re always there when we need them.

Are there any areas they could improve?

When the COVID-19 pandemic hit, we completely digitized our business, and we’re now one of the top companies in that regard locally. It would be great if six eleven could also digitalize their processes. For example, they could implement an online attendance system for their employees.

Do you have any advice for potential customers?

Listen to their advice — they can help you customize everything to meet your needs.

BACKGROUND

Please describe your company and your position there.

VP at Outsource-Consultants,LLC , OUTSOURCE CONSULTANTS is a call center referral and advisory firm that matches up leading companies with the perfect fit outsource call center, cloud call center software, and BPO outsourcing solutions. We assess our client's needs and then save them significant time by matching them with the best outsource call centers in the world to help them drive peak performance, reduce costs and achieve high ROI, at no cost!

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire six eleven global services and solutions, and what were your goals??

Several clients were placed here for , inbound customer services , order processing, verification, level 1 technical support , collection services.

SOLUTION

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

Several site visits have proven to support the professional nature and preparation support given to the provision of high quality agents .

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

The services have single or dual monitor provision with 3 redundancy dedicated isp providers. Fully covered Building system USP and Diesel Generator with zero down time.

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

The CEO was involved every step of the process and provides a open axcess to his managers for any support required.

RESULTS & FEEDBACK

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

Of the clients partnered with them, all have experienced growth and stability.

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

Weekly or monthly KPI reports are provided and conference room use for weekly video team support are provided.

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

The company provides a family team relationship with their 3800 plus agents.

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

There were no lacking issues experienced

BACKGROUND

Introduce your business and what you do there.

I’m the COO of an online provider of yoga instructions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with six eleven global services and solutions?

We had a really extensive and problematic internal support team, so we were looking for a more cost-effective solution without sacrificing quality. Therefore, we hired six eleven.

SOLUTION

What was the scope of their involvement?

Initially, six eleven assigned a project lead who helped me create the support team. After meeting with them and explaining my needs, they recruited and trained members for said team, and they also made the arrangements necessary for them to start servicing our customers.

After that, six eleven assessed what we already did internally and customized it for what would work best for the call center team in the Philippines. These changes allowed us to work optimally, considering the cultural differences.

In addition to that, six eleven developed documentation and increased the number of scripts to provide more accurate responses to our customers, and they’ve helped me with QA. These QA services help them ensure that their agents work efficiently, productively, and with minimal errors.

What is the team composition?

Currently, we work with five agents and a project lead from six eleven. We originally started with three agents, but we’ve added more as our business has grown.

How did you come to work with six eleven global services and solutions?

I worked with six eleven at another company, so I already had a working relationship. Thus, when my need arose, it was very easy for me to ask them for support and get them up to speed. Originally, I found them through a referral.

How much have you invested with them?

We’ve spent $60,000–$70,000 thus far.

What is the status of this engagement?

We started working together in March 2022, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Working with six eleven allowed us to get up to speed as quickly as possible. Since then, our customer satisfaction (CSAT) score has averaged around 90. We have other metrics we can’t share because we have a non-disclosure agreement in place.

How did six eleven global services and solutions perform from a project management standpoint?

We have an open line of communication with six eleven via Slack and Zoom. Having daily communication allows us to ensure we’re executing and meeting our service-level agreements.

What did you find most impressive about them?

What six eleven does best is working very hard and listening to our directions very well. We’re very clear and concise with our instructions. Still, we really appreciate how hard they work to meet our needs.

Are there any areas they could improve?

six eleven has the opportunity to think more independently. Although it is a cultural thing, we hope they can get to a point where they can manage themselves. We’re not quite there yet, but they’re doing very well in that regard.

Do you have any advice for potential customers?

six eleven can manage instructions well, so the clearer the training and onboarding information is, the better the kick-off and the results will be.

BACKGROUND

Please describe your company and position.

I am the Director of Customer Solutions/ 

Describe what your company does in a single sentence.

We're a beauty technology company that focuses on designs for lighting solutions and content creation.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire six eleven global services to accomplish?

• One hour response ticket response

SOLUTION

How did you find six eleven global services?

Online Search

Why did you select six eleven global services over others?

• Pricing first our budget
• Great culture fit
• Good value for cost
• Company values aligned

What was the size of six eleven global services’s team?

6-10 Employees

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

Answering tickets and handling entire Customer Service operation for us during US hours

RESULTS & FEEDBACK

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

• One hour response time
• CSR

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

611 is very responsive and respond with urgency in any task they perform. Highly recommend.

What was your primary form of communication with six eleven global services?

• Virtual Meeting
• Email
• Messaging App

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

I'm impressed with their ability to stand out in an industry that usually blends in with one another.

Are there any areas for improvement or something six eleven global services could have done differently?

None.