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Doing Good With Every Call!

5.0
2 reviews

SureCall is set apart by state-of-the-art technology, flexible architecture and streamlined programs. We are leaders in the industry and have received several awards and recognition for our service excellence.

 

We are much more that a contact center. Specialized multimedia assistance center that is not only a vendor but a business partner. We are also known for the robust and scalable options we provide to our partners. Often organizations rely on our expertise to address all the aspects of setting up a complete solution, because we have worked with thousands of applications, we are confident in knowing that we build solutions that work for our partner’s. We maintain the highest level of integrity, quality and ethics in business services, and have been utilized by every level of consumer from individual, to large corporations and government entities. SureCall works with a wide selection of partner products and platforms than can be integrated to create the most effective solutions for you, out partner.

 

We continues to support several projects like yours to help achieve a level of customer service that is consistent and professional. Our center is designed to deal with peak periods through remote agent connectivity enabling adjustments for unexpected call volume increase, and our switch software is running less than half of its capacity today enabling us to easily scale up for the growth of our partners. Our customized solutions run 24/7/365 days a year, with multilingual options available. Our world class facilities are set up to create a culture of learning and innovation. We have adopted a culture of “customer first” and pride ourselves on our ability to create, fix or find a solution that will work for our partners application requirements.

 

 

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$1,000+
 
< $25 / hr
 
50 - 249
 Founded
1982
Show all +
Calgary, Canada
headquarters
other locations
  • SureCall Contact Centers Ltd. 600 17th Street Suite 2800,
    Denver, CO 80202
    United States
    1.888.735.7166

Portfolio

Tourism Calgary

A brief interview on the experience with our Tourism & Hospitality partners! 

Welcome to SureCall

Purpose Driven BPO

Our CEO, Desiree Bombenon, speaks to the bigger purpose of SureCall!

SureCall Commercial

Take a look behind what SureCall does!

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GoodCall

GoodCall is our Corporate Social Responsibility program where we give back a percentage of our topline revenue at the end of the year back to our community.

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Certified B Corporation

Reviews

5.0
2 reviews
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Call Center Services for Pizza Corporation

“If you are looking to make a transition and you need help, this is the company you want to rely on.”

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
May 2013 - Ongoing
Project summary: 

SureCall worked closely with two development teams on two different occasions to develop an order management software and provided accompanying training and call reception services for a Canadian pizza chain.

The Reviewer
 
1001-10,000 Employees
 
Edmonton, Canada
Business Manager, Pizza Corporation
 
Verified
The Review
Feedback summary: 

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.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I am the business manager for the marketing and analytics branch of a pizza chain in the northern Alberta Region and several other territories.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SureCall?

SureCall handles all of the takeout and delivery orders that happen over the phone in our Edmonton area because of the dense population and complicated delivery routes, which they help us to manage.

SOLUTION

What was the scope of their involvement?

The SureCall team worked closely with us and a team of developers in Ohio when we first started to create our order management platform, but that company actually went bankrupt and we had to redevelop the UI and backend system.

From there, they trained our team to make use of that system and worked to make sure that we were fully aware of the different aspects of the software that we would need to make use of to be successful, and they have handled fielding all of our calls ever since.

What is the team composition?

Right now, I’m dealing mostly with Marcela (Client Services Manager) and she’s absolutely amazing. In the past, we’ve worked with Bryce and a bunch of his team on the development side because we were doing a lot of testing and rounds of feedback.

How did you come to work with SureCall?

We are an Edmonton based company, and that was extremely important to us. Even though you can find cheaper services in places with lower minimum wages, we really cared about keeping the jobs local, so we decided to go with them.

How much have you invested with them?

Our average spend is between $40,000–$50,000 a month, so over the years, we’ve probably spent around $3,700,000 in total.

What is the status of this engagement?

The project started in May 2013, and we’ve been working with them ever since.

RESULTS & FEEDBACK

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

We did a lot of quality control in the first few years of the relationship in order to make sure that we were training the agents correctly and that they had all the knowledge they needed, so we reviewed a lot of phone calls and ran a lot of statistics about their handling time and what the upsell dollar amount was.

Overall, SureCall has been extremely consistent on their training and the metrics that they hold their staff to, so the relationship has been very easy for us to manage and we really haven’t had to micromanage their business at all.

How did SureCall perform from a project management standpoint?

They have integrated very well into our business operations. We vetted a bunch of other companies before we moved on with SureCall, and the reality is that nobody could have handled what we needed to throw at them better.

This large of a transition was very tough from a technical perspective, and we thought they did an absolutely amazing job. That included everything from training the team to use the interface to providing feedback on how we can do things better and more efficiently. It really was an amazing relationship.

What did you find most impressive about them?

Confidence is everything. We have always been confident in their team’s ability to scale up and down and handle different user interfaces. They are smart enough to provide feedback when it is needed and when they have ideas about what could make the job better and our operations easier for us.

Are there any areas they could improve?

No, I don’t think they should be doing anything differently.

Do you have any advice for potential customers?

Our company has stress-tested SureCall so heavily that there is almost nothing that you can do that would be worse than something they’ve already handled. If you are looking to make a transition and you need help, this is the company you want to rely on.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Call Center Services for Food Processing Company

“Our team felt a strong sense of urgency and mobilization from them.”

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5.0

Quality: 
4.5
Schedule: 
4.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Confidential
 
Apr. 2018 - Ongoing
Project summary: 

SureCall provides call center services to a food processing company. They’re responsible for responding to customer questions and concerns while also providing callers with information on products.

The Reviewer
 
1001-10,000 Employees
 
Canada
Daniele Dufour
Senior Director, Sofina Foods Inc.
 
Verified
The Review
Feedback summary: 

Through the team’s unique, centralized reporting system, they’re able to easily able report accurate information from various communication channels. Their expertise, attentive approach, and transparency bolsters their ability to provide helpful suggestions and foster a strong connection.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

We’re a food processing company based in Ontario.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SureCall?

We needed help managing our relationship with consumers who call us about products.

SOLUTION

What was the scope of their involvement?

They’re our external call center, so they’re responsible for receiving calls from consumers with inquiries, complaints, and concerns. Their team can answer any questions relating to our products and help manage our responses by providing information on our behalf. 

What is the team composition?

Our main point of contact there is Christine (Director of Business Development, SureCall). There’s also someone new working on our account now.

How did you come to work with SureCall?

We did a search, spending time examining several vendors. Our team wanted a partner with a good reputation that had knowledge of our industry. There weren’t too many candidates that could handle our needs efficiently. After adding them to our shortlist, we were quite impressed with the meetings we had with them. So, we ended up hiring them.

What is the status of this engagement?

We started collaborating in April 2018 and are still working together.

RESULTS & FEEDBACK

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.

5.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
    They were very strong partners.
  • 5.0 NPS
    Willing to refer