Upcall

BACKGROUND

Please describe your company and your position there.

Founder & General Manager

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Upcall?

We wanted to increase our outbound productivity. Upcall was hired to contact 700 leads and book demos for our product

SOLUTION

How did you select this firm and what were the deciding factors?

We read great reviews. They were based in the US and the pricing fit our budget.

Describe the project in detail and walk through their service package.

We provided Upcall 700 leads to contact over the period of 1 month. each lead was going to receive 5 calls and the goal was to book a meeting with our AEs.

How many resources from the vendor's team worked with you, and what were their positions?

A manager and a team of BDRs

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

We are less than half way through the month and the team has booked 3 calls and 18 leads requested more information.

How effective was the workflow between your team and theirs?

Our workflow was very effective. They were live in 24 hours and a portal that was very easy to use for the team. The management is responsive.

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

Quick grasp of the product and able to speak about it knowledgably.

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

No

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Cenevia, a revenue generation company. 

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with Upcall?

We needed help with marketing services to increase sales and create brand awareness.

SOLUTION

What was the scope of their involvement?

Cenevia provides lead generation services. The team handles phone calls to potential customers and then arranges meetings with the entities — they’ve been a great extension of our company in our marketing tasks.

For this project, we’ve provided them with documentation, a script, and information about our business, which they’ve implemented into their work.

What was the team composition? 

We’ve been mainly working with Lisa (General Manager).

How did you come to work with Upcall?

We found Cenevia through a Google search.

How much have you invested with them?

So far, we’ve spent $5,000–$10,000 with them.

What is the status of this engagement?

We started working together in December 2023, and the engagement is ongoing. We were thinking about working with them for just one month, but we’re so pleased with them that we’ve decided to extend the partnership.

RESULTS & FEEDBACK

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

Upcall has been able to get us 9–10 weekly leads, which is great. Overall, they're exceeding our expectations.

How did Upcall perform from a project management standpoint?

Upcall has delivered the work on time and within budget and communicated well with us. Regarding tools, we use phone calls, emails, and their own management platform.

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

I want to give a shout-out to Lisa's work.

What did you find most impressive about them?

Upcall's professionalism and great deliverables are their biggest strengths.

Are there any areas they could improve?

So far, I don't think they can improve anything.

Do you have any advice for potential customers?

I recommend working with them and asking a lot of questions throughout the process.

BACKGROUND

Please describe your company and position.

I am the Director of Customer Experience of the company

Describe what your company does in a single sentence.

We help small business owners and entrepreneurs grow by teaching them how to speak on stages at live events. We host our own events throughout the year to have our own clients learn the methods we are using.

OPPORTUNITY / CHALLENGE

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

• Confirm Attendees to a Live Event
• Encourage potential attendees to claim their ticket

SOLUTION

How did you find Upcall?

Online Search

Why did you select Upcall over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

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

We provided a list and a script to the upcallers and they would reach out to our attendees to confirm their intent to come to a live event. They collected the clients travel information so we got the most accurate count of ticket holders.

RESULTS & FEEDBACK

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

Being able to utilize upcall for these events has helped in a lot of ways. We can use our customer service team in a way that allows them to white glove those clients who are emailing into us for assistance, while knowing these calls are continuing to take place. The biggest measurable has been our ability to get clear on attendees to help us ensure we are negotiating our venue contracts with the most accurate numbers to save money.

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

This process was so easy. I would simply send what I needed to Lisa (Lisa is amazing!) and she would get the ball rolling within 24 - 48 business hours. She was always willing to be flexible if something came up that was a "rush" and she has been a treat to work with.

What was your primary form of communication with Upcall?

Email or Messaging App

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

A lot of outbound centers ONLY want to focus on sales related goals. Upcall customizes their employees to what you need.

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

I would love to see Upcall improve the reporting and tracking system for outcomes. There is sometimes an inconsistency in the way the data is tracked by an individual and a better system could overcome those challenges.

BACKGROUND

Please describe your company and position.

I am the Head of Sales of Crews by Core

Describe what your company does in a single sentence.

We are a construction technology saas company focused on scheduling and field execution

OPPORTUNITY / CHALLENGE

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

• Get more leads in half the time
• Find a reliable partner who consistently produces
• Become our SDR arm while we are ramping up

SOLUTION

How did you find Upcall?

Online Search

Why did you select Upcall over others?

• Great culture fit
• Good value for cost
• Company values aligned

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

We are relatively new to the construction saas space so we needed a vendor to help us extend our outreach and help with our GTM strategy to ensure a strategic lead pipeline. We focuses on three different personas that we wanted to reach out to: Field operations, superintendents and innovation teams. This consisted of targeting SMB, Mid-market and enterprise accounts

RESULTS & FEEDBACK

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

• Increase qualified leads by 50%
• Trying out new messaging to see what resonates in the market
• Being able to listen on all calls to have a good sense of what each prospect was interested in

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

My main POC is Lisa and she is phenomenal to work with. She is always available if I have any questions and the teams consistently hit their targets, and I am very pleased with the outcomes

What was your primary form of communication with Upcall?

• Virtual Meeting
• Email or Messaging App

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

The ability to deliver on their what was asked of them. People can always talk this way but its different when that actually produce.

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

Not that I can think of

BACKGROUND

Please describe your company and your position there.

I'm the VP of Marketing for a company that makes hardware and software for the Smart Buildings Industry.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Upcall, and what were your goals??

We hired upcall as an outsourced appointment setting/BDR company. Our goals were to book demos with between 2.5-4% of the contacts in our campaigns. So far we've managed to achieve those results.

SOLUTION

How did you select this vendor and what were the deciding factors?

We compared Upcall to several other vendors doing similar things. We settled on Upcall because of the transparency of their platform (ability to listen to all the calls), the US-based agents, and because the price was fair.

Describe the project in detail and walk through their service package, including any calling tools used.

We used our own ZoomInfo and LinkedIn Sales Navigator accounts to identify ideal customers among several different verticals. Upcall's agents call each of the contacts up to 5 times at a 36-hour cadence.

Who did you work with and what was the feedback process like?

We've mostly worked with Lisa at Upcall. She's extremely responsive and attentive each time I have a question or something that needs to be modified.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Out of 3300 contacts uploaded to the platform, we've booked a total of 84 demos. Our show rates have been around 80%. We've haven't booked any revenue yet, but our sales cycle can be 3+ months. Upcall has generated 375k+ of pipeline for us.

Describe their project management style, including communication tools and timeliness.

The platform is basically self-serve, so I only communicate with Lisa is there's something I need that I can't do myself.

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

I appreciate the transparency of their platform and being able to listen to as many calls as I want. This allows me not only to generate new leads, but to hear objections that help me improve my marketing strategy moving forward.

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

There are a couple of bugs in the platform. For example, if you upload a csv file of contacts, it will tell you the upload has failed even though it hasn't. Apart from that, the platform works well for our needs.

BACKGROUND

Please describe your company and your position there.

I'm the President of Marketing Firm that serves both Commercial Realestate companies and Economic Development Departments of Local Government entities.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Upcall, and what were your goals??

Since we can serve clients across the US, the challenge is breaking through the noise, making contact and setting demo appointments.

SOLUTION

How did you select this vendor and what were the deciding factors?

We searched several appointment setting solutions and after listening to recordings of their callers we decided to try them out and review their results with one campaign. We are now beginning our 5th campaign.

Describe the project in detail and walk through their service package, including any calling tools used.

We did an in-house exercise to get the script perfected the way we wanted. When we began we new exactly what worked so we simply supplied them with our script and call list. We provided them my calendly link with a Zoom link so I see appointments added to my calendar realtime. At any time, I can review the stats of the campaign, ie. calls completed, successful calls, call recordings, etc.

Who did you work with and what was the feedback process like?

I work with Lisa and she is very responsive to emails and open to quick Zoom calls/meetings if necessary.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

1,000 Lead list has resulted in approximatley 5 new demos/day across a 3-4 week period.

Describe their project management style, including communication tools and timeliness.

I work with Lisa and she is very responsive to emails and open to quick Zoom calls/meetings if necessary.

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

The professionalism, automation, and US-based callers have provided the value I needed.

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

N/A

BACKGROUND

Please describe your company and your position there.

Head of Business Development at a fast-growing software company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Upcall, and what were your goals??

We hired Upcall to make outbound marketing calls to generate more leads for our sales team. Our goal was to lighten the load for the sales team and set them up with great fit accounts in our market.

SOLUTION

How did you select this vendor and what were the deciding factors?

We selected Upcall over the competition because of how easy it is to track/ follow lead conversions, and the ability to listen into calls that scheduled a demo. We also appreciated Upcall's flexibility in making changes to call scrips and easy to use call ratings for constructive feedback.

Describe the project in detail and walk through their service package, including any calling tools used.

The project was to generate more leads through outbound cold calling. Upcall was able to integrate their calling services to seamlessly reflect in our Zoho CRM.

Who did you work with and what was the feedback process like?

We worked with Lisa on getting this project started and felt like the entire Upcall team was always willing and able to help us get started and set up for success.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Upcall has given our sales reps more time back in their day by doing less prospecting and more sales activities. Our rep's calendars quickly fill up each time we create a new project or campaign.

Describe their project management style, including communication tools and timeliness.

Outside of emails we typically connect with our account manager about once a month to make sure everything is still going smoothly.

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

The transparency they provide is second to none. They are also always open to feedback and getting better.

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

Nothing.

BACKGROUND

Please describe your company and your position there.

I’m the executive vice president of OnCore Leads, a firm that works in lead generation.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Upcall?

We needed outbound marketing to the thousands of fitness leads we generated for gym owners and personal trainers.

What were your goals for this project?

The goal was to quickly and efficiently get each new fitness lead that was generated on the telephone to schedule a free workout session.

SOLUTION

How did you select this vendor?

We interviewed dozens of domestic call centers. We selected Upcall for their great reputation and ability to scale to meet our increased demands.

Describe the project in detail.

Upcall would dial, usually within five minutes of the lead being generated, to engage with the lead.

What was the team composition?

We worked directly with Sam and Michael, the owners of Upcall.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Upcall booked a large percentage of the leads we sent them. Our clients were extremely happy with the ROI that was achieved using Upcall's outbound marketing services.

How effective was the workflow between your team and theirs?

Our developer effortlessly integrated with their system and we were live in no time. Sam and Michael are outstanding business owners who understand the bottom line.

What did you find most impressive about this company?

Their customer service department is second to none.

Are there any areas for improvement?

No, we’re completely satisfied.

BACKGROUND

Please describe your company and your position there.

Our company provides full-circle development. I'm a business development manager responsible for all marketing.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Upcall?

Our main goal was to cover the U.S. market through cold calling. Since our main customer segment is located in the U.S., we decided to see if cold calling suited us as a sales tool. It was hard to make calls ourselves because of the time difference, so we started looking for other options.

SOLUTION

How did you select this vendor?

Two business development managers analyzed potential partners. We started with a Google search, then chose 10 companies that we truly liked.

This was our first experience with cold calling services, but we had already used cold emailing. Since cold calling is mainly about qualitative communication, we based our decision on our feelings after a short call with each company. Upcall was completely professional, so we decided on them.

Describe the project in detail.

The Upcall platform is user-friendly, and there is always an operator beside you, so it was quite simple to set everything up. In November, we decided to move ahead with the basic plan, where you pay per contact. Upcall didn't offer low prices, but their rates were fair enough. In December, we upgraded to a business plan, where you pay a fixed fee.

What was the team composition?

Upcall allowed us to choose team members.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Outbound activities typically generate less than 10% of our deals, which comes out to 15-25 deals per year. The cold-calling venture was a hypothesis, so we didn't expect much, but it was successful. From roughly 600 leads in our database, we've generated two deals.

How effective was the workflow between your team and theirs?

We've got 24/7 support, which worked well. Upcall provided regular reports and we kept track of our profile in real time.

What did you find most impressive about this company?

Upcall has a great interface and in-house B2B database, a transparent workflow, and friendly, client-oriented managers. Another great feature is their local Caller ID presence. You can always call someone with a local number.

BACKGROUND

Please describe your company and position.

I am the Benefit Advisor of Employee Health Advantage

Describe what your company does in a single sentence.

We are group medical insurance wholesalers with cutting edge products that are built on 4 decades of experience.

OPPORTUNITY / CHALLENGE

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

• Connect with businesses to set up appointments so we can demo our products
• Find out when the business renews their benefits for a future follow up

SOLUTION

How did you find Upcall?

Online Search

Why did you select Upcall over others?

Visibility of Calls

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

UpCall was hired to make calls to cold leads and introduce our insurance products and offer a demonstration to businesses 10-500 employee size in the mid-Atlantic region. Our goals were to run a test campaign of UpCall's platform and connect with 2-4% of our lead list. Along with meeting our connection metrics, we were primarily interested in the platforms visibility and agent professionalism.

RESULTS & FEEDBACK

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

Our test campaign is still under way but our success has already been achieved. UpCall has checked all our boxes. Complete visibility to each call, agent professionalism and sales metrics achieved. After 1000 calls they have scheduled 2 appointments and over 30 follow up leads.

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

Lisa is our PM. She is very responsive and quickly enacts suggested tweaks, I listened to our script and suggested a change. Within minutes the team was utilizing the new script. This is the way business should be conducted. Kudos to Lisa and UpCall for building a better service model.

What was your primary form of communication with Upcall?

Virtual Meeting

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

Complete visibility of each call. I've hired their competitors and didn't have much success meeting our sales metrics. Without this key insight how can you make changes that impact success? I couldn't until now.

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

Realizing the call agents are not specialist in every field we cannot expect them to know our industry as well as we do. This lack of experience can be a contributing factor for limited success. Additional attention to product knowledge training and commitment of understanding prior to launch may benefit new campaigns.