Customer Support for Advertising & Marketing Firm
Featured Review- Call Center Services
- Confidential
- Feb. 2023 - Ongoing
- Quality
- 5.0
- Schedule
- 5.0
- Cost
- 4.0
- Willing to Refer
- 5.0
"They offer exceptional white-glove service that goes above and beyond what is asked of them."
- Advertising & marketing
- Cincinnati, Ohio
- 51-200 Employees
- Online Review
- Verified
SureCall provides ongoing bilingual 24/7 customer phone and email support for an advertising and marketing firm. They've created training decks and tracked customer support data.
Thanks to SureCall's efforts, customer service requests have been settled within 24-48 hours by phone, and 24-72 hours by email. The team meets deadlines and responds to the client by phone or email within 4–6 hours; they set up video meetings when needed. The partnership is smooth and effective.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Sourcing Lead of (a/an) Advertising & marketing
Describe what your company does in a single sentence.
Dynamic and effective marketing sourcing and campaign management solutions that push the envelope.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire SureCall to accomplish?
- Provide phone-based customer service for a Costco consumer rewards program
SOLUTION
How did you find SureCall?
Online Search
Why did you select SureCall over others?
- High ratings
- Pricing fits our budget
- Great culture fit
- Company values aligned
What was the size of SureCall’s team?
20
Describe the scope of work in detail. Please include a summary of key deliverables.
Program Description: P&G Costco’s Spend $100 Get $25
Program Description: P&G & Costco will execute a "Buy $100, get $25 Costco Digital Shop Card" rebate program. Consumer must purchase $100 in participating product after all discounts and before taxes to earn a $25 Costco Digital Shop Card. Purchases can be made over multiple transactions. Consumer goes to website, creates an account, and submits receipt(s) using the specific submission process per their submission type.
The program will have a mail in rebate form available for those who prefer mail over technology. Mail ins will be handled outside of TPG, however TPG will validate the mail in submissions as a digital submission. In warehouse receipts will be the only acceptable form of a mail in submission. A consumer can be rewarded with up to two (2) Costco Digital Shop Cards per member ID. The program will run the following dates outlined below:
Supplier Scope Period
- Purchase Period: February 27, 2023 12:01am PST – April 2, 2023 11:59pm PST
- Submission Period: February 27, 2023 12:01am PST – May 5, 2023 11:59pm PST
- Fulfillment Period: February 27, 2023 – August 11, 2023
- Customer Service IVR Period: February 25, 2023 – February 26, 2023 (start date the IVR messaging goes up to let members know the program will begin on 2/27/23).
- Customer Service Live Period: February 27, 2023 – August 11, 2023
- Microsite Launch: October 17, 2022 12:01am PST (active coming soon) October 24, 2022 12:01am PST
Live Site
- Microsite Changes: April 2, 2023 at 12:01AM PST purchase period ends, May 5, 2023 at 12:01AM PST submission period ends (submission functionality is turned off), August 11, 2023 at 12:01AM PST site change to 404 page not found
- Customer Service IVR Period: August 12, 2023 – August 31, 2023 (IVR messaging to let consumer know the program has ended and direct them to Costco Member Services). Site launching / Customer Service launching, and switches to website will be in Pacific Standard Time
- Anticipated Submissions: 86,180 Digital Submissions & 2,707 Mail in Submissions (*Some consumers will make the $100 purchase requirement over multiple purchases. Will account for more submissions than earned cards). This makes a total planned amount of 88,887 digital submissions.
- Anticipated Redemptions: 55,488 • Expected validation of in warehouse submissions + instacart is to be completed within 24-48 hours upon receipt of submission by the member.
- Expected validation of online submissions is 5 days (no sooner) from the date the receipt is submitted by the member. Upon the 5th day, online submissions will be completed within 24-48 hours. Highly Confidential Page 4 of 17 3/21/2023 o This will be to ensure we are defusing any possible fraud on specifically online submissions as we will be confirming online purchases through tracking numbers that are established once an order as shipped through API.
- Expected fulfillment delivery to consumer is up to 4 weeks from validation date for mail in submissions. Expected fulfillment delivery to consumer is up to 2 business days from validation date for digital in warehouse & Instacart submissions. Expected fulfillment delivery to consumer is up to 7 business day for online digital submissions.
- Costco will handle all fulfillment.
SureCall Scope:
Overview:
SureCall will procure and maintain the following:
- Phone number for customer service support (800 number)
- Email address for customer service support (in English & in French)
- All of the above items must be able to be procured at program conception for creative purposes.
Reporting Details:
- Vendor will provide customized reporting for the client on a 3x a week basis as outlined below:
- The report will be filled in by vendor with below data points. This is to be completed every Monday, Wednesday and Friday by 11am EST: Topics are subject to change prior to kick off of the program and a template will be aligned on.
- Timing of reporting: February 27, 2023 thru August 31st, 2023 (subject to change)
- Total number of reports to be provided: 69
- # CS Calls
- # CS Minutes
- Average # of calls a day
- Average call wait time in seconds
- # CS Escalations • # CS Emails
- # of CS emails sent
- Top 5 reasons for calls/emails to customer service (this would be provided on a weekly basis – each Monday)
- Customer Service vendor is responsible for tracking and reporting against reasonable adherence to above SLAs. Should reasonable adherence to SLA’s not be met, either P&G or our company may seek remedy in form of reduction of costs.
Additional SureCall Scope Details:
- Will provide a full staff dedicated bilingual (English and French) team for 24/7 phone and M-F working business hours email support from February 27th, 2022 – August 31, 2023 (exact dates subject to change prior to kick off)
- Reporting will be requested on a 3x a week basis – Monday, Wednesday, Friday by 11am EST.
- 24/7 Live Bilingual Phone Support:
- Consumer will hear an automated voice to select French or English prior to cs rep answering the phone. Will also ask that within that auto message anyone calling about the program from years prior (2018, 2019, 2020, or 2021) contact Costco Member Services for support.
- Resolution Time frames:
- Submission issue: Within 24 hours
- Receipt validation issue: Within 24 hours
- Exceptions that need P&G approval: Within 48 hours
- Status Questions: Within 72 hours
- End of program requirements will include an auto voicemail for the call center once the program has concluded directing members to Costco or P&G on August 12th, 2023 – August 31st, 2023 via IVR messaging.
- Customer Service Minute Volume: 43,470
- Customer Service Email Volume Sent: 5,922
- Monday thru Friday working business hours Email Support:
- Consumer receives automated response immediately upon sending an email in advising them that their email has been received and a customer service rep will reach out within 12 – 36 hours.
- Initial response within 12 – 36 hours Monday – Friday of consumer email receipt
- If issue can be resolved during initial response it will, otherwise resolution time frames below will occur.
- Resolution Time frames after initial response:
- Submission issue: Within 24 hours Monday – Friday
- Receipt validation: Within 24 hours Monday – Friday
- Exceptions that need P&G approval: Within 48 hours Monday – Friday
- Status Questions: Within 72 hours Monday – Friday
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
- Customer service requests via email were resolved within 24-72 hours depending on nature of request
- Customer service requests via phone were resolved within 24-48 hour depending on nature of request
Describe their project management. Did they deliver items on time? How did they respond to your needs?
SureCall delivered items such as training decks and reports on time. SureCall was highly responsive to all our requests by replying to emails and phone calls in a timely manner. Our questions were usually answered within 4-6 hours and any response that required additional research or information was answered in 24 hours or less.
They also initiated video conferencing when dealing with complex situations and were always on top of everything. we never had to worry if anything was falling through the cracks.
What was your primary form of communication with SureCall?
- Virtual Meeting
- Email or Messaging App
What did you find most impressive or unique about this company?
They offer exceptional white-glove service that goes above and beyond what is asked of them. They are highly responsive, proactive, collaborative, and efficient. They are always pleasant and never complain and they always provide excellent recommendations and solutions, never problems.
Are there any areas for improvement or something SureCall could have done differently?
None that I can think of.
RATINGS
-
Quality
5.0Service & Deliverables
-
Schedule
5.0On time / deadlines
-
Cost
4.0Value / within estimates
-
Willing to Refer
5.0NPS