What evidence can you share that demonstrates the impact of the engagement?
Their performance has been stable. It’s a straightforward process. I look through their emails between the customers, and they keep the customer happy. They’re even able to resolve hostile customers.
I’m pretty happy with their work. They know exactly how to respond to customers in different situations. It’s exactly what we need.
How did Westpark Communications perform from a project management standpoint?
I think they’re great. We have a monthly report that they provide us. Amy and I have weekly phone calls. Amy is always on time. If she’s going to be late, she lets me know or we reschedule. Their communication is great.
What did you find most impressive about them?
When we had our first meeting, they really listened. They addressed the pain points I had and work well with our company. I really appreciate that.
Are there any areas they could improve?
The core team is always there, but there are a lot of new agents that come in. I’m not sure how they train them, but every time there’s turnover with them, I can tell their response time and how they handle tickets are different. Agents come and go, but there should be a way to get them up to speed as soon as possible. It’s not something they need to improve, but something they need to constantly work on.
Do you have any advice for potential customers?
I like their ticketing system and how they integrated it with our emails. Look into that and make sure that the process works well for you. What might work for us might not work for others.