Doing Good With Every Call!

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.

 

 

 
$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

Reviews

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Call Center Services for Food Processing Company

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

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