SureCall

BACKGROUND

Introduce your business and what you do there.

I’m a senior account executive at a marketing company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SureCall?

We were looking for a team to provide us with call center services. We wanted to save time and money for our customer service operations.

SOLUTION

What was the scope of their involvement?

SureCall provides us with call center services, including email and phone support. We’ve worked with them on program details to get their team up to speed on anything they need to know. We’ve also collaborated with them on overall program growth and ways to make things more efficient.

What is the team composition?

They have about 12–15 people working on our account, and I work directly with Ryan and Marchaund.

How did you come to work with SureCall?

We decided to work with them based on their capabilities, price, and other related factors.

What is the status of this engagement?

We started working together in January 2023, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Since working with SureCall, we’ve definitely saved a lot of time and improved our customer satisfaction. We’ve also heard great reviews about their helpful customer service.

How did SureCall perform from a project management standpoint?

Their project management is fantastic. They’re very good at staying organized, keeping us in the loop, and ensuring everything goes according to plan. We communicate via phone calls, email, and Microsoft Teams.

Are there any employees from the service provider's team that you would like to shout out to in this review?

Ryan and Marchaund have been fantastic to work with. They’re always there to answer any questions, provide helpful insights, and offer help and support.

What did you find most impressive about them?

Their team is great at working quickly to answer questions from our customers.

Are there any areas they could improve?

I don’t see any areas they can improve on — they’ve been doing a great job so far. They should just continue providing helpful insights and finding ways to improve efficiency and costs. 

Do you have any advice for future clients of theirs

Keep an open line of communication and collaborate with them. They really work well as a team team and are always ready to assist.

BACKGROUND

Please describe your company and position.

I am the President of Amazing Rides

Describe what your company does in a single sentence.

Sell highend exotic cars to discerning clients.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SureCall to accomplish?

• Handle all our inquiries via phone, email or web 24/7

SOLUTION

How did you find SureCall?

• Online Search
• Referral

Why did you select SureCall over others?

• High ratings
• Good value for cost
• Referred to me

How many teammates from SureCall were assigned to this project?

2-5 Employees

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

• Answer all calls to our toll free number at anytime of the day or night, 24/7/365. 
• Respond to email inquiries from posted advertising or other sources like Social Media or website. 
• Answer questions about listings, detailed information on each vehicle, history, condition and pricing. 
• Answer and process applications for financing when needed and recommend special insurers for specialty and high end cars.

RESULTS & FEEDBACK

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

They had a specialized team that met with us on Zoom and discussed all our custom requirements.  They asked all the right questions including things we hadn't thought about to add value and streamline the process.  Speed to respond was our key goal as well as multilingual and quality responses. 

Our clients can be spontaneous and we want to seize and opportunity before they are lost or change their minds.  They provide a complete and detailed workflow and we tweaked some items and they had us up and live in a matter of days.

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

They seemed to always deliver earlier than promised.  We would agree on a date and they were back to us consistently ahead of schedule.  This helped us to keep the momentum of the project and start our service fast.

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 asked all the right questions to learn about our business and what we wanted to achieve and then designed a great package at a very reasonable price.  

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

Nothing comes to mind, we were thoroughly impressed.

BACKGROUND

Introduce your business and what you do there.

I’m the COO of a contractor and supply chain risk management company. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SureCall?

We use SureCall’s services to call vendors who may want to sign up for our system. 

SOLUTION

What was the scope of their involvement?

We’ve created a script with SureCall, and their agents utilize it to call vendors who need to sign up for our system. Our team has also given them a list of vendors to call. 

What is the team composition?

Our team mainly works with a client manager, who runs everything from their operations team. 

How did you come to work with SureCall?

I used SureCall’s services at a different company and was familiar with them. We knew how flexible they were, and they were willing to work with us. On top of that, they were local in our city, which was a big selling point.

How much have you invested with them?

We’ve spent around $12,000–$15,000 CAD (approximately $8,000–$11,000 USD).

What is the status of this engagement?

The engagement started in September 2023, and it’s ongoing. 

RESULTS & FEEDBACK

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

SureCall has helped us exceed our revenue targets by 25% year-to-date. Overall, their work quality is great. 

How did SureCall perform from a project management standpoint?

Their project management is great. They’re great at being flexible and providing ongoing feedback on how things are going throughout the project. As a result, working with them has been easy. 

Whenever we have to escalate something, they’re responsive — we’ve dealt with everyone from their team from the director to their client manager, and everyone’s been great. When we have issues, they respond quickly and fix them immediately. We almost entirely use emails to communicate.

What did you find most impressive about them?

I’m impressed with their flexibility in terms of our fluctuating deadlines. They’re willing to work with us on such deadlines. 

Are there any areas they could improve?

No, there aren’t any. They’ve done a great job, and their communication is great. 

Do you have any advice for potential customers?

Be clear about what you want, and work closely with SureCall during the onboarding and implementation stages. This will set you up for success down the line.

BACKGROUND

Introduce your business and what you do there.

I’m the senior IT manager at a sports organization that works with amateur and minor hockey leagues. We sit atop a network of 13 member branches, each representing a province/territory across Canada. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SureCall?

We have a registration database that manages over 700,000 unique individual records for all minor amateur hockey, whether they be players, coaches, officials, or authorized volunteers. However, the database is approaching the end of its useful life. It’s 13 years old as of this year, and there are significant challenges to maintaining it—including support requests. We rely on SureCall to help us take on our large volume of support calls.

SOLUTION

What was the scope of their involvement? 

SureCall’s primary focus is to provide additional management and maintenance support for our helpdesk. It’s a bilingual service that has offered us additional bench strength and far more capacity as we’ve seen a significant influx of tickets over the last two years.

Their team is on the frontline, taking care of emails, hotline calls, and ticket submissions as they come in Monday through Friday. Based on their skill set, they triage between each ticket accordingly. They’ll resolve some issues outright if they know how, and they’ll escalate other complex issues upward when required. 

What is the team composition? 

We have a primary account lead who acts as the main liaison between ourselves and our team of 10–20 support staff agents.

Then there’s another individual who has seconded to us multiple times with more dedicated, specific support. She’s a bilingual resource who’s become very familiar with our platform and effectively acts as our own support staff member.

When she isn’t seconded, she serves as the team lead for our frontline agents on the call side. She’s responsible for overseeing overall queue management, training for new skills, getting the team up to speed on scripts to troubleshoot issues where appropriate.

How did you come to work with SureCall?

I inherited this team when I joined the organization, so our operations staff actually made the decision. My understanding is that we needed to outsource some of our call center support to address our tickets in a timely manner. SureCall had offices in Calgary, which was advantageous because we’re Calgary-based, too, so we went with them after doing our due diligence. 

How much have you invested with them?

We’re within the range of $75,000–$100,000 CAD (approximately $57,300–$76,400 USD) for the total cost. That includes a monthly agreement for a set number of hours as well as incremental fees for additional needs like seconded support, ad hoc requests, and current state process documentation.

What is the status of this engagement?

The full roll-out started in October 2019, and we’ve continued to expand on their scope and services throughout my tenure, here.

RESULTS & FEEDBACK

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

In general, we can say that our overall resolution time for tickets has decreased, and we have fewer active tickets in the queue. They allow us to resolve tickets much more effectively, which frees up our more skilled resources to take on complex/escalated issues.

How did SureCall perform from a project management standpoint?

All of SureCall’s activity is tracked in Freshservice, which we review internally and can act upon. They’ve operated within that framework, too. The team is responsive to our needs and has evolved given the challenges that we’ve faced during COVID-19. 

We’ve had so many moving targets and variables with respect to the messaging that we’ve communicated to our members, and they’ve been able to adjust on the fly. Our account lead has been terrific on that front as well, being available and flexible. Whenever we run into situations that require more immediate support, she provides help within a quick turnaround time and communicates expectations clearly.

What did you find most impressive about them?

The biggest factor has been their commitment to being our partner rather than just a service provider. They’re invested in this process and have shown great care in providing both quality work and continuous improvement. I truly believe that we’re an important account for them because they understand the gravity of working with a major body like ours. We’re a widely recognizable brand. The work that they do is a direct reflection on our organization, and they take that responsibility seriously.

Are there any areas they could improve?

We’ve had a lot of moving targets. The required responses have changed at different times, and we haven’t always seen the best output. Sometimes the advice provided isn’t the right one, which requires rework and escalation on our side. 

With that said, we’ve had an evolving set of circumstances over the last eight months, and SureCall has always taken our feedback very seriously. They’ve acted on them, and we’ve seen incremental improvements as we move forward.

Do you have any advice for potential customers?

We get the most out of the engagement when we’re upfront and candid with our support needs. Our account liaison tries to truly understand what our requirements are before presenting adequate solutions. 

It’s much more than just getting a simple, generic support package. Rather, they take the time to scope out the work, clearly establish objectives, and understand the desired outcomes, which are directly reflected in the solutions that they put forth. Then, they schedule periodic checkpoints to adjust to feedback.

BACKGROUND

Introduce your business and what you do there.

I’m a coordinator for a city government organization. I work on fleet management in the department of transportation.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SureCall?

Our program is small, but operates 24/7 and my work schedule is primarily Monday-Friday, 8–5. We needed someone to be able to talk on phones when my team isn’t available.

SOLUTION

What was the scope of their involvement?

SureCall is our go-to when we needed to address our urgent member needs. We’ve had members who aren’t able to access their account to reserve a vehicle, or who have gotten in an accident, or who have otherwise needed after-hours support. The team is available to walk them through procedures to solve any of their issues in a professional manner.

What is the team composition?

Marcella (Client Experience Representative) is my primary contact who I go to with any updates or changes in the program. I’m not sure the exact number of people she works with, but she always passes on the information I provide her. 

How did you come to work with SureCall?

A few years back, our software provider was bought by another company, so we needed to find a new vendor to provide our reservation system. That company referred SureCall to us. 

How much have you invested with them?

We spend about $140 a month with them. 

What is the status of this engagement?

We’ve been working together since October 2016.

RESULTS & FEEDBACK

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

Around 70% of my time is dedicated to working on this program. To have an actual live person talking on the phone to our members when I’m not available is invaluable. They’re extremely professional and reliable. You can’t beat the peace of mind they offer. 

How did SureCall perform from a project management standpoint?

Whenever we need to make changes, I’ll submit an email to Marcella with everything they need to know. She’ll email me back to make sure everything is correct, and we’ll move on from there. It’s very efficient. 

What did you find most impressive about them?

Every time I call SureCall, they get my name and phone number right away, just in case we get disconnected. I find that to be the most important, because I never have to explain what I need more than once. It’s super beneficial to me. 

Also, they always listen and check-in with me. They’re great at follow-ups, which is something I really appreciate.

Are there any areas they could improve?

I would like to be able to pay them in the United States rather than internationally. It’s a really minor thing, but if I have to think of something, that’s it.

Do you have any advice for potential customers?

SureCall is one of the most professional companies I know of. They’re very attentive, they have great follow up, and great communication skills. Their team representatives are always taking notes, so if you ever have any concerns, you’ll always know what happened on the phone call. Overall, SureCall is going to do the job you need them to do.

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.

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.

BACKGROUND

Please describe your company and position.

I am the Director MCC of a financial services company 

Describe what your company does in a single sentence.

Credit Union

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SureCall to accomplish?

Overflow Call Volume

SOLUTION

How did you find SureCall?

RFP

Why did you select SureCall over others?

• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from SureCall were assigned to this project?

6-10 Employees

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

Overflow Call volume Handling for Members.

RESULTS & FEEDBACK

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

Few KPIs were measured and shared during monthly Cadence such as ASA,AHT,Abandoned rate etc.

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

Yes, they service delivery met our expectations month over month.

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?

SureCall's flexibility and culture impressed us.

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

None at this time.

BACKGROUND

Please describe your company and position.

I am an Office admin. at Benchmark Mechanical Ltd

Describe what your company does in a single sentence.

Plumbing company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire SureCall to accomplish?

• Ensure 24 hour accessibility

SOLUTION

How did you find SureCall?

Online Search

Why did you select SureCall over others?

• Pricing fit our budget
• Good value for cost

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

Take emergency phone calls from our customers and relay them to our on call techincian in a timely manor

RESULTS & FEEDBACK

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

on going

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

we have not used them for a project but for their answering services

What was your primary form of communication with SureCall?

Email or Messaging App

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

They respond quickly and efficiently 

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

.