Staffwiz LLC

BACKGROUND

Please describe your company and position.

I am the Customer Service Lead of Laced

Describe what your company does in a single sentence.

Resell Trainers

OPPORTUNITY / CHALLENGE

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

• Hire remote customer service agents

SOLUTION

How did you find Staffwiz LLC?

Referral

Why did you select Staffwiz LLC over others?

Referred to me

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

We reached out to Staffwiz to hire 4 outsourced customer service agents to help with our email support channel. 

RESULTS & FEEDBACK

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

Since onboarding four new customer service agents, we have experienced remarkable success. These dedicated individuals have excelled in their roles, Michelle and Jerick have been a fantastic help with the process.

Our agents utilize Zendesk, and since their addition, our performance metrics have significantly improved:

First reply time reduced by 63.91%
First resolution time reduced by 71.99%
Full resolution time reduced by 61.56%
Public comments increased by 21.48%
Tickets solved increased by 12.79%

These improvements underscore the positive impact of our new team members on our customer service operations.

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

Michelle and Jerick are not only easy to communicate with but also a pleasure to work with. The onboarding process was smooth and well-organized, allowing us to integrate our new customer service team within just two weeks of initial contact.

What was your primary form of communication with Staffwiz LLC?

• Virtual Meeting
• Email or Messaging App

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

Staffwiz has been fantastic. Their approach to hiring has been phenomenal, from our initial contact with Michelle to their 90-day check-in. The team is easy to work with and a pleasure to deal with, making the entire process seamless and enjoyable. 

Something that impressed us, has to be their detailed approach to hiring. 

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

No

BACKGROUND

Please describe your company and position.

I am the Director of Engineering of an education software company 

Describe what your company does in a single sentence.

Education software

OPPORTUNITY / CHALLENGE

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

• Hire talent to help us grow software engineering team

SOLUTION

How did you find Staffwiz LLC?

Referral

Why did you select Staffwiz LLC over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from Staffwiz LLC were assigned to this project?

2-5 Employees

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

• Helped find and acquire top talent
• Screened candidates and provided recorded interviews
• Assisted with onboarding and performance feedback

RESULTS & FEEDBACK

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

• Higher team velocity and completed pull requests
• Better support for bugs
• Offloaded project management to free up other employee time and resources
• Better implementation of Scrum and Agile process that leads to more effective sprint planning and execution

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

• Yes

What was your primary form of communication with Staffwiz LLC?

• Virtual Meeting
• Email or Messaging App

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

• Great communicators
• Provide great value for the price
• Staffwiz LLC is very helpful and a pleasure to work with.
• Flexible to the unique needs of our company

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

None at this time