vlbpo cx

BACKGROUND

Please describe your company and position.

I am the Principal Systems Architect of the company.

Describe what your company does in a single sentence.

We're the rail industry’s trusted choice for reliable and interoperable wireless communications and train control solutions. We deliver innovative products and services that enable Positive Train Control (PTC) compliance, signaling and improve operational efficiencies.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire vlbpo cx to accomplish?
We hired vlbpo cx to help us build and manage a customer service (CS) department from the ground up. As a rapidly growing company in the telecommunications sector, we had very little internal experience with outsourcing, and we needed a partner who could not only deliver excellent service but also guide us through the process. 
Our primary goals were to improve customer response times, enhance satisfaction scores, and create a scalable customer service operation that could grow with our expanding user base.

SOLUTION

How did you find vlbpo cx?

• Online Search
• Clutch Site

Why did you select vlbpo cx over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from vlbpo cx were assigned to this project?

2-5 Employees

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

vlbpo cx started by conducting a full discovery session with our leadership team to understand our product, customer journey, and service expectations. They didn’t treat us like just another account — they immersed themselves in our brand and values from the very beginning.

Key deliverables included:

• Initial Team Setup: They quickly onboarded an initial team of 7 agents, fully trained on our systems, tone of voice, and ticket management platforms.
• Scaling Support: As our customer base exploded, vlbpo cx scaled the team efficiently — growing to 183 agents without compromising on quality or customer satisfaction.
• Custom Training Programs: They developed and ran regular training sessions tailored to our updates, new features, and customer feedback loops.
• Quality Assurance: vlbpo cx implemented a thorough QA process, complete with regular evaluations, coaching sessions, and detailed reporting.
• Customer Insights Reporting: Beyond just handling queries, they analyzed customer interactions to deliver actionable insights to our product and operations teams.
• Flexible Coverage: They provided 24/7 support coverage, ensuring we maintained service quality across different time zones.

RESULTS & FEEDBACK

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

The measurable outcomes were tangible from the start. Customer satisfaction scores consistently improved, first response times dropped significantly, and escalations reduced. Our internal stakeholders noticed that customer loyalty was also improving, largely because of the prompt and empathetic service delivered by the vlbpo cx team.

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

Their project management was stellar — everything was delivered on schedule, communication was transparent, and any challenges were met with proactive solutions. They anticipated our needs even before we voiced them, and their leadership team regularly checked in to ensure alignment with our business goals.

What was your primary form of communication with vlbpo cx?

• Virtual Meeting
• Email or Messaging App

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

What impressed us most about vlbpo cx was their flexibility and commitment to quality, even as we grew aggressively. They didn’t just provide bodies to fill seats — they've built a true extension of our company culture, something we hadn’t expected but truly appreciate.

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

Nothing to improve on.