What evidence can you share that demonstrates the impact of the engagement?
With them on our team, we had a strong advantage when it came to technology and process implementation. They were able to integrate calls from different sources, like phone, web, and email into one reporting platform. We didn’t find that with too many vendors.
They’re very clearly prepared and knowledgeable. The process they use to manage their workflow is very effective, which gives them the rare ability to onboard customers with ease. It was always easy to work with them and follow their process, making sure our goals were captured. While it did take some fine-tuning, it’s never been a difficult process. They know what needs to be done to obtain the right outcome.
How did SureCall perform from a project management standpoint?
They’re experienced, which was really helpful. Whenever we need something, the whole team rallies to make it happen. They’re able to be proactive in advising us on areas of improvement. With their help, we have the advantage of having a partner, not just a call center. In order to communicate, we use phone or email.
What did you find most impressive about them?
They’re knowledgeable, responsive, and open to new ideas. We have an annual check-in with their team and always find that they’re very productive in connecting with consumers. Of course, there were a few things we needed to fine-tune in our first year, but that happened quickly. Our team felt a strong sense of urgency and mobilization from them.
Are there any areas they could improve?
I can’t think of anything right now. Our first year as partners was a learning experience on both sides, as we were trying to get a grasp on what our business represented. If you ask me in another year, I might have constructive criticism. For now, however, I’m satisfied.
The call management services delivered over the years by the SureCall team have been nothing short of incredible, saving their client a significant amount of time and money in the long run. They are highly organized and professional, committing to high standards for both training and performance.