Skymax Contact Center Inc.

BACKGROUND

Introduce your business and what you do there.

I am the manager of the carrier division for a company called Dollar Phone. We are a telecommunications company, and we service the calling card industry and wholesale voice, meaning we sell to vendors. 

We sell voice services to larger and smaller phone companies, and we also have other retail products that we sell to our calling card distributors.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Skymax Contact Center?

Like many other companies, we had customer service in-house which was very expensive and hard to manage. We moved to a call center, but we were unhappy with their services, so we turned to Skymax Contact Center. 

SOLUTION

What was the scope of their involvement?

The services that we are getting from Skymax are spread out in a few different categories. We have customer service with them which are inbound calls. Customers call in either to top up their accounts and replenish their funds or they call in with any quality complaints. 

Additionally, our sales team gives Skymax a list of prospects to reach out to, and they do the first impression, close the sales on their own, and manage the accounts for us.

We also use them for back-office services. We have our data entry over there, billing reconciliation, and other administrative work. 

How did you come to work with Skymax Contact Center?

I was introduced to them through a colleague who was friends with the original owner of Skymax. They were a favorite choice because of the honesty that we feel in the relationship.

What is the status of this engagement?

We have been working with them for over 10 years. We started with one service and then expanded from there.

RESULTS & FEEDBACK

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

We are extremely happy with the service we’re getting from Skymax. Their word is their word, and they are extremely honest people. The entire team is like a part of our company, and they communicate well with us. In a nutshell, we are really happy with their service.

We’ve found that with our customer base, the fact that they’re nearshore makes it much easier for our customers and them to relate to each other and even for us internally. Training is very simple, and we are on the same page.

We are very happy. It is cost-effective and a great service.

How did Skymax Contact Center perform from a project management standpoint?

We were typically in contact through email and we have found their communication to be effective. When needed, they can come down to our office for training.

What did you find most impressive about them?

Their pricing is very fair. They consistently vet their employees, which is great.

Are there any areas they could improve?

Nothing comes to mind. We are very happy.

Do you have any advice for potential customers?

As long as you are clear about what you want and you prepare the proper training, then you will be successful.