Valoris Center

BACKGROUND

Please describe your company and position.

I am the Customer Services & Support Manager of KYOCERA Document Solutions Russia LLC

Describe what your company does in a single sentence.

We supply Printers, MFPs, Services & Solutions.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Valoris Center to accomplish?

• 1st Line Support Agent;
• Call Center Services
• Technical Support Agent

SOLUTION

How did you find Valoris Center?

Online Search

Why did you select Valoris Center over others?

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

What was the size of Valoris Center’s team?

We have a team of dedicated agents, coordinated by a team leader.

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

We outsourced the Level 1 Tech Support line to Valoris Center, meaning they assist our B2B customers in setting up printing hardware by phone and email. Valoris team does also offer a support for troubleshooting inquiries.

RESULTS & FEEDBACK

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

• In addition to standard Call Centre KPIs (First Call resolution, Calls per Incident, etc.) ) we run a "Voice of customers" survey. The survey is a must to find out what our Customers think about our products/solutions/services and to find out a general quality of these services.

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

We calibrate every two weeks where we discuss our achibements (based on KPIs & Customer Satisfaction Survey ). We also solve the punctual issue that appears. We check the instructions Valoris Center agents will offer to our customers. Our POC from Valors frequently gets in touch with our team regarding specific topics such as warranties, new drivers, etc.

What was your primary form of communication with Valoris Center?

• Virtual Meeting
• Email or Messaging App

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

Valoris has always been a flexible partner, adapting to our needs, especially when we encountered peaks or distinctive demands regarding our service. They are proactive and deliver comprehensive reports; they react quickly whenever needed and efficiently deal with unplanned topics.

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

The biggest problem is a high personnel turnover, which is a subject to think about more carefully.

BACKGROUND

Please describe your company and your position there.

I'm the Project Lead Customer Relationship Management for an automobile producer

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Valoris Center?

"Valoris agents call potential customers who fill in the contact form on our website. The main challenge is making the call in 15 minutes since the customers submitted the form. The speed of reaching the leads is how we differentiate from the competitors.

Moreover, all our dealers use the CRM application provided and customized by Valoris for our reporting needs. "

SOLUTION

How did you select this vendor?

We selected Valoris because they can offer a professional outbound service and a secured CRM solution. They also have good references, knowhow and are flexible.

Describe the scope of their work in detail.

Potential customers fill in and submit the contact form on our website, and Valoris agents call them to confirm the data. Customers get in touch with one of our dealers afterward.

What was the team composition?

Customers interact by phone with a team of agents coordinated by a Team Leader. A Service Delivery Manager supervises the project.

RESULTS & FEEDBACK

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

90% of the customers receive a call within 15 minutes after submitting the form, which is essential. Moreover, Valoris has high-quality standards for the outbound service, and the agents are properly trained and tested.

By outsourcing this service, our sales team can now focus on closing deals without spending their time on initial qualification discussions.

How effective was the workflow between your team and theirs?

We get in touch every time we need to calibrate and have quarterly meetings to ensure good cooperation.

What did you find most impressive about this company?

We appreciate that Valoris adapted to our industry particularities and managed to dive into the specifics; they are also flexible and result oriented.

Is there any area for improvement or anything that could have been done differently?

There are some limitations due to the systems we are using, but Valoris goes above and beyond to overcome them.

BACKGROUND

Please describe your company and your position there.

I'm the Customer Experience Manager for an automobile importer and distribution company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Valoris Center?

Our partnership with Valoris regards a satisfaction survey addressed to customers who buy a new car and customers who bring their current car in service for maintenance and/or repair, in one of our dealers network premises around the country. Valoris is also handling a lead management service for us by calling potential customers after they filled a request form on our website.

SOLUTION

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

As an experienced CX Manager, I was acquainted with Valoris and had good references about them.

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

With the satisfaction survey, conducted by phone, Valoris collects insights from customers regarding their experience with our dealers during the new car purchase process or feedback regarding their experience while visiting a repair center. The incoming and outcoming data is integrated via API into a CRM platform, customized by Valoris Center for us.

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

We have a dedicated team of six agents, guided by a Service Delivery Manager and coordinated by a Team-Leader.

RESULTS & FEEDBACK

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

By deploying this customer survey with Valoris, we collect a lot of valuable feedback which we then analyze and use to improve our services and ultimately increase customer satisfaction, recommendation and loyalty. Valoris Center is an excellent and reliable partner to work with in achieving these objectives. Moreover, the lead evaluation service provided by Valoris significantly increases the quality of the leads we submit to our dealers to be converted in sales.

How effective was the workflow between your team and theirs?

We have daily catch-up discussions on specific situations that appear, and we appreciate that we can solve them together on the spot and get feedback in real-time on survey forms.

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

Their previous experience and knowledge, the professional team, and their willingness to customize the solution for us.

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

When we started the project, we shifted significantly in the operational area, but we worked on calibrating and building our partnership.

BACKGROUND

Please describe your company and your position there.

I'm the Executive Director leading international company offering car financing services.

OPPORTUNITY / CHALLENGE

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

We hired Valoris Center to handle our customer service operations (general information on banking services, billing information, copies of documents, forms, complaints, customized information regarding loans, collection, requests for update information, information, and awareness campaigns).

SOLUTION

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

We appreciated the professional approach that Valoris had from the first discussions, and we considered it a reliable and trustworthy partner for our business.

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

Valoris Center Team covers our phone, e-mail, and chat interactions, and handles both B2B and B2C customers. The main reasons our clients reach out to Valoris are: Loans and accounts closing, Credit support information, Payment confirmation, Balance check and Payment check.

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

Our main point of contact is a Service Delivery Manager who leads a team of operators. There is also a team leader assigned for our project.

RESULTS & FEEDBACK

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

The service level is over 85%, the handling rate is above 95% and FCR is over 85%. We also get a customer satisfaction score of more than 90%.

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

We have formal monthly meetings as well as spontaneous calls whenever is necessary. We consider communication a strong point in our partnership. They always react fast and have a solid IT team, which for us is an advantage in an everchanging environment.

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

Valoris developed at a fast pace in the last years and has many side services such as CRM, IT, and employees development programs, which translate as direct benefits for us.

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

My recommendation is that Valoris should maintain the focus on the human resources challenges in order to insure the continous quality of the services.

BACKGROUND

Please describe your company and your position there.

Ownership Sales and Services Manager in a consumer products company

OPPORTUNITY / CHALLENGE

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

We initially hired Valoris Center for consumers support and back-office services. Meanwhile we added the e-commerce area to those areas already covered. They now offer consumer support with a multichannel approach: call and chat.

SOLUTION

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

We decided to work with Valoris due to their offer, which had a price-performance ratio in line with our expectations.

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

Valoris team covers the following areas of interest for our consumers: general information, product information, warranty, service, and promotional campaigns.

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

The team working for us is coordinated by a project manager, team leader, and consumers support agents.

RESULTS & FEEDBACK

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

Despite the addition of new services and activities, the Valoris team managed to cover all these additional tasks.

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

Our teams collaborate on a daily basis and we meet monthly to calibrate, check the KPI progress, and decide what are the best solutions to enhance customer satisfaction.

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

Taking into consideration our fluctuating volumes and the difficulty to predict the forecast. We appreciate Valoris Center's flexibility and capacity to adapt, and and we acknowledge their involvement in the project.

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

Increasing the ability of agents to pay more attention to details and to provide immediate answers or support to any type of request from our consumers

BACKGROUND

Please describe your company and your position there.

I'm the Customer Operations Manager for the top leasing company in Romania.

OPPORTUNITY / CHALLENGE

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

We hired Valoris Center for the following:

• Inbound services (general information on banking services, billing information, copies of documents, forms complaints, customized information regarding loans, request for update information)
• Outbound services (Information and awareness campaigns, Collection)
• Back Office (Document processing; Recording customer interactions in CRM

SOLUTION

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

We decided to work with Valoris based on their flexibility, skills and commercial offer.

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

"Valoris team is responsible with providing continuous support for our customers, through the whole journey (from the moment when they sign the leasing contract untill the contract termination).

Top reasons for interactions are: contract developments, power of attorney (for damage, for leaving the country), insurrance, account statements (balance clarification), damage information. The team is also responsible for conducting a series of outbound campaigns: reccurent campaigns and one time campaigns"

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

The Project Manager is our POC and the team that is handling the activities is coordinated by a team leader.

RESULTS & FEEDBACK

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

The answering rate is over 95%, SLA 90% in less than 30 seconds with a first contact resolution of more then 95%. The average time of a call is 3.5 minutes and the QA score is over 88%.

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

We receive daily reports from Valoris and we have monthly tcalibration meetings. Whenever needed, they were open to accommodate new tasks and requirements.

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

They are proactive and find solutions for any given situation.

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

n/a

BACKGROUND

Please describe your company and your position there.

I'm coordinating the real time operations for an on demand delivery app.

OPPORTUNITY / CHALLENGE

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

We hired Valoris Center to cover our customer service on three channels: mail, call & chat plus our real time operations department. We needed a reliable call center that can

SOLUTION

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

One of the main reasons to choose Valoris was their capacity to provide a scalable customer support solution and cost-effective, at the same time.

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

Valoris currently offers support for three stakeholders: consumers, delivery staff (couriers), and restaurants. They cover three channels, call, email, and chat. They also cover back-office tasks and handle partners' onboarding walkthroughs.

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

Our dedicated team is coordinated by a me, has 3 team leaders and staff of approx 30 agents.

RESULTS & FEEDBACK

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

Valoris manages to deliver each month an exceeding SLA score. Customer satisfaction is also achieved, and they reach a 90% success rate for partners' onboarding.

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

The ongoing communication between us and Valoris team proved to be the solution for a quality business calibration. They are open to suggestions, they understand our industry dynamics and adapt to its requirements.

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

Valoris is a flexible business partner, meaning they can adapt and react to challenges. They proved this from the start, by handling a quick and effective ramp-up. Moreover, in the first year of business, they scaled up the team up to three times and improved customer satisfaction scores, in the same time.

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

We can always find areas that need better performance and we rely on Valoris to be proactive.

BACKGROUND

Please describe your company and position.

I am the Customer Relationship Specialist of Boehringer Ingelheim Romania

Describe what your company does in a single sentence.

We are one of the world's leading research-driven pharmaceutical companies with 130 years of experience.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Valoris Center to accomplish?

• We hired Valoris Center for inbound customer service.
• We needed answering assistance for drugstore representatives, doctors, and patients, regarding a discount card for medical prescription drugs.

SOLUTION

How did you find Valoris Center?

Referral

Why did you select Valoris Center over others?

• High ratings
• Pricing fits our budget
• Great culture fit
• Good value for the cost
• Referred to me
• Company values aligned

How many teammates from Valoris Center were assigned to this project?

2-5 Employees

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

Drugstores usually request account reset information and report faulty transactions. Moreover, when granting discounts, they may make mistakes in reporting (regarding quantities, etc.). Valoris's agents escalate these cases to us. Doctors order cards for patients, and Valoris agents take information from them and escalate it to us. Patients request general information, data about card validity, or call support when the card does not work in pharmacies, etc.

RESULTS & FEEDBACK

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

Answering rate >90%

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

We receive from Valoris automatic weekly reports and a monthly report with the activities they performed. Moreover, they send each week a report, with 10% of the previous week's calls to listen to. They adapted their working style to our company's needs when it was necessary.

What was your primary form of communication with Valoris Center?

Virtual Meeting

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

We appreciate the extra mile Valoris is taking to assist the patients using our card. For our unique program, built to support our patients, Valoris developed a tailored CRM solution that respects the rigors of the pharmaceutical industry. At the same time, they still manage to be flexible and adaptable to our needs, making our mission easier.

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

Learning is the most important key to development! Valoris tried to allocate the best persons to our project, and in most of the cases, they did a great job!

BACKGROUND

Please describe your company and position.

I am the Development Manager

Describe what your company does in a single sentence.

We sell computer parts

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Valoris Center to accomplish?

• Call center

SOLUTION

How did you find Valoris Center?

Online Search

Why did you select Valoris Center over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget

How many teammates from Valoris Center were assigned to this project?

2-5 Employees

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

We get help from Valoris with warranry repairs

RESULTS & FEEDBACK

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

Better response time

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

They did. Everything was good

What was your primary form of communication with Valoris Center?

Email or Messaging App

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

We're impressed with their availability and affordability.

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

No