TelTalk

BACKGROUND

Please describe your company and position.

I am the Senior Software Engineer of Docks yard (Boston MA)

Describe what your company does in a single sentence.

Teltalk is a BPO service provider that specializes in delivering customer support, call center solutions, and back-office services to help businesses enhance operational efficiency and customer satisfaction.

OPPORTUNITY / CHALLENGE

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

• We hired Teltalk to improve our customer service response times, reduce operational costs, and ensure 24/7 support coverage to enhance overall customer satisfaction and retention.

SOLUTION

How did you find TelTalk?

Clutch Site

Why did you select TelTalk over others?

• Company values aligned
• Other

How many teammates from TelTalk were assigned to this project?

2-5 Employees

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

Full-scale customer service outsourcing to Teltalk, including live chat, email correspondence, and inbound and outbound call handling, was part of the scope of work. Teltalk was in charge of answering consumer questions, handling grievances, investigating service problems, and keeping satisfaction levels high. A committed support staff, a service-level agreement (SLA) with performance measurements, frequent reporting on KPIs like response time and customer satisfaction, and round-the-clock support availability to guarantee constant service delivery were among the main objectives.

RESULTS & FEEDBACK

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

Customer satisfaction scores increased by 30%, average response times decreased by 40%, and the number of unanswered support tickets significantly decreased as a result of the initiative. Our SLA goals were regularly met or surpassed by Teltalk, and their data made it easy for us to monitor our success through all support channels.

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

Throughout the engagement, Teltalk showed outstanding project management. They always communicated clearly, followed established schedules, and provided services on time. Their staff was very attentive to our requirements, promptly adjusting to modifications and delivering frequent updates, which facilitated efficient and seamless cooperation.

What was your primary form of communication with TelTalk?

Email or Messaging App

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

Teltalk's dedication to quality and capacity for rapid expansion without sacrificing service standards impressed me most. They stood out from other BPO providers thanks to their team's sincere commitment to comprehending our company's needs and proactive approach to problem-solving.

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

Even though we had a great experience overall, we can always do better. In order to lower the learning curve, early onboarding and training may have occasionally been more efficient. The transition would have gone even more smoothly with a little quicker integration with our internal tools.