Westshore Bpo Pvt Ltd

BACKGROUND

Please describe your company and position.

I am the Sales Manager of entrust IT Group

Describe what your company does in a single sentence.

I am Sales Manager entrust IT Group, We specialize on IT Services and IT Consulting services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Westshore Bpo Pvt Ltd to accomplish?

• Decrease First Reply Time.
• Increase CSAT rating for Tractive Support.
• Offer 24/7 multi-language support around the Globe.

SOLUTION

How did you find Westshore Bpo Pvt Ltd?

Online Search

Why did you select Westshore Bpo Pvt Ltd over others?

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

How many teammates from Westshore Bpo Pvt Ltd were assigned to this project?

6-10 Employees

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

The services that WESTSHORE BPO offered included around the clock and across language support for customers over emails and chat for Tractive.

RESULTS & FEEDBACK

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

Decrease of first reply time (FRT)
An increase in backlogs delays the FResT and increases the time taken to first resolve a call during local business hours.
Higher CSAT that is Customer Satisfaction rating
Continuous availability of the customer support all through the 24/7 timeframe.

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

WESTSHORE BPO has been at outsourced our customer support for the past four years andPjorject management has not been a let-down. It always meets the delivery schedule and is keen on ensuring that there is smooth running through the management of projects. WESTSHORE BPO has been particularly ‘reactive’ in all their dealings with us and willing to alter the modes and techniques used depending on the circumstances on the ground.

This aspect has been one of the most effective approaches when it comes to communication and conflict solving when dealing with their company. When it comes to constant satisfaction, different aspects have played the key role of which some include efficient project management by WESTSHORE BPO and its customer-focused mindset.

What was your primary form of communication with Westshore Bpo Pvt Ltd?

Virtual Meeting

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

WESTSHORE BPO is considered one of the most adaptable and customized of all the options. They offer proper time hearing and understanding our business and operation and are hence in a position to provide appropriate support solutions that are proper and exclusive to us and few.

Further, the way in which WESTSHORE BPO is committed to improvement, professional experience, and clients’ value enhancement in customers support experience has always been valuable. It’s this foresight that helps them maintain their position as leaders in knowing what changes are likely to occur in the customer support industry as they partner with us.

Are there any areas for improvement or something Westshore Bpo Pvt Ltd could have done differently?

Of course, we had a positive experience working with them, but there is one area that may benefit from improvement: the employment and recruitment of non-English language support agents. This would also reinforce our capacity to fulfil the needs of numerous customer groups effectively.

BACKGROUND

Please describe your company and position.

I am the CEO of Zudu

Describe what your company does in a single sentence.

I am the CEO of Zudu, We specialize on software development services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Westshore Bpo Pvt Ltd to accomplish?

• The aim and hope was to establish a stable team of remote specialists who could resolve any problems with the working parking management software for clients.

SOLUTION

How did you find Westshore Bpo Pvt Ltd?

Other

Why did you select Westshore Bpo Pvt Ltd over others?

my supervisor simply shared the contact for Westshore Bpo and said that I should get in touch

How many teammates from Westshore Bpo Pvt Ltd were assigned to this project?

6-10 Employees

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

WESTSHORE BPO is responsible for technical support involving many of the firm’s hardware and software acquisition; however, it does not include the procurement duties. Their remote support includes cameras, gates, scanners, tablets, PCs, cameras and credit card readers Their IT staff is also responsible for overseeing the installation of softwares on specific devices such as PCs.

Their team works 100% remotely. A client can call our support line and, in case of problems with the software, WESTSHORE BPO’s technicians offer direct support. The clients do not even seem to deal with WESTSHORE BPO’s internal teams, but rather with our own internal team. For instance if a client calls because a gate is not opening and they have lot of traffic it, WESTSHORE BPO promptly attends to the problem at hand.

RESULTS & FEEDBACK

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

WESTSHORE BPO is always able to deliver the service of closing at least 25 tickets per week and offers high quality support and customer satisfaction.

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

They are able to deliver projects well within the set time lines and without exceeding the project cost constraints. Currently, we communicate daily using Microsoft Teams, and in some cases, via telephone, WebEx applications, LogMeIn and other if required.

What was your primary form of communication with Westshore Bpo Pvt Ltd?

• Virtual Meeting
• Email or Messaging App

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

Westshore Bpo Pvt Ltd handles its clients with a lot of professionalism, and it deserves appreciation. Each of them is patient, polite and focused on long term cooperation with clients.

Are there any areas for improvement or something Westshore Bpo Pvt Ltd could have done differently?

The only improvement perhaps, would be to keep up with updates for software since industry software changes constantly.

BACKGROUND

Please describe your company and position.

I am the CEO of Brain Tumour Support

Describe what your company does in a single sentence.

I am the Chief Executive at Brain Tumour Support, We specialize on Hospitals and Health Care services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Westshore Bpo Pvt Ltd to accomplish?

• We wanted our customer inquiries to be answered and resolved in the fastest time possible.
• We needed a professional support provider.

SOLUTION

How did you find Westshore Bpo Pvt Ltd?

Referral

Why did you select Westshore Bpo Pvt Ltd over others?

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

How many teammates from Westshore Bpo Pvt Ltd were assigned to this project?

2-5 Employees

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

Specifically for this project, after recognizing a definite market demand for a professional support team, we started working with Westshore BPO. At first, they provided a specialized support consultant to handle all of our email-only customer interaction. Presently, we use the service of a consultant who engages within Zendesk and responds to customers’ complaints via email. Moreover, Westshore BPO has also undertaken QA and has helped in establishing a strong database of information.

RESULTS & FEEDBACK

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

Being our partner, now Westshore BPO has a fully developed support team, QA specialists, and a customer-oriented knowledge base. We are also gearing for growth in terms of communication means by rolling out app store responses as a new addition, we did not have before now.

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

The team of the Westshore BPO has a professional approach to work, and it provides its services on time together with desired results. The communication has been effective, clear and easy, therefore, our working relationship has been effective and pleasant.

What was your primary form of communication with Westshore Bpo Pvt Ltd?

• Virtual Meeting
• Email or Messaging App

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

I appreciate their commitment to our objectives and reliable support.

Are there any areas for improvement or something Westshore Bpo Pvt Ltd could have done differently?

None at this time.

BACKGROUND

Please describe your company and position.

I am the CEO of Molo

Describe what your company does in a single sentence.

I am the CEO of Molo, We do Financial Services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Westshore Bpo Pvt Ltd to accomplish?

• Better retention is a clear aim driving customer support.
• Cost Reduction

SOLUTION

How did you find Westshore Bpo Pvt Ltd?

• Online Search
• Other

Why did you select Westshore Bpo Pvt Ltd over others?

• Great culture fit
• Good value for cost

How many teammates from Westshore Bpo Pvt Ltd were assigned to this project?

6-10 Employees

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

• News Headline Monitoring and Filtering: Work with outsourcing partner Westshore Bpo to search and sort informational materials from various sources. Select and filter articles following company guidelines and procedures to get headlines directly impacting the financial markets. Sort out headlines that are significant and potentially useful to information traders. 
• Customer Support Ticket Handling: Decentralize customer support ticket responses to WESTSHORE BPO. Allow WESTSHORE BPO to acquire a large amount of information about what the company offers, and answers to usual questions. Co-operate to build customer query resolution with an efficient time and accurate answer process. 
• Response Time Optimization: Develop solutions to minimize the response time of customer support tickets. Ensure the processes have undergone certain cycles of checking and now must be formed or redesigned to reduce any type of delay.

RESULTS & FEEDBACK

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

This means that we have effectively shifted the way we operate in customer support and it has led to happy customers due to faster response. Before WESTSHORE BPO, our customer support group experienced difficulties in responding to calls at go, so it took long hours to respond to the customers’ queries, which was awful.

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

We were able to achieve the goals and objectives efficiently through communication, time management, flexibility, use and control of resources, and problem-solving. These skills allowed them to move from a pure service supplier status to a strategic business partner and direct participant in our project success stories.

What was your primary form of communication with Westshore Bpo Pvt Ltd?

• Virtual Meeting
• Email or Messaging App

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

Westshore Bpo Pvt Ltd was really good at putting together a group of customer service experts. He had a remarkable talent for finding and hiring people who were very knowledgeable about helping. The quality of the support professionals they selected demonstrated their commitment to providing accurate and impactful client service.

Are there any areas for improvement or something Westshore Bpo Pvt Ltd could have done differently?

Not at all.

BACKGROUND

Please describe your company and position.

I am the Sales Director of FluidOne

Describe what your company does in a single sentence.

I am the Sales Director of FluidOne, We specialize on IT services and consulting

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Westshore Bpo Pvt Ltd to accomplish?

• Increase our customer service team's capabilities.
• Provide customer service using a variety of channels, such as phone, email, and chat.

SOLUTION

How did you find Westshore Bpo Pvt Ltd?

• Online Search
• facebook

Why did you select Westshore Bpo Pvt Ltd over others?

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

How many teammates from Westshore Bpo Pvt Ltd were assigned to this project?

2-5 Employees

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

The range of services provided by WESTSHORE BPO included full support for several communication platforms:

Chat support includes answering questions in real time, delivering technical help, fixing problems, and making tailored suggestions.

Email support includes handling difficult issues, responding to consumer requests in a fast and thorough manner, and addressing complaints.

Phone support: Answering calls from clients in a professional manner, helping them use and troubleshoot apps, and elevating serious problems as needed.

RESULTS & FEEDBACK

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

Since we no longer have to manage customer service in-house, WESTSHORE BPO has allowed us to concentrate more on innovation. Since working with them, we've witnessed an improvement in our Net Promoter Score (NPS), and our internal staff reported replies that were almost 100% accurate.

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

The WESTSHORE BPO staff has always been available by chat, email, or Slack. When necessary, phone calls are readily accommodated. We can connect as required because of their adaptability and desire to participate in frequent check-ins.

What was your primary form of communication with Westshore Bpo Pvt Ltd?

• Virtual Meeting
• Email or Messaging App

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

I'm impressed by Westshore Bpo Pvt Ltd's capacity to regularly produce excellent work without requiring modifications.

Are there any areas for improvement or something Westshore Bpo Pvt Ltd could have done differently?

None

BACKGROUND

Please describe your company and position.

I am the CEO of Zrix

Describe what your company does in a single sentence.

We fulfill Custom Solution Needs 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Westshore Bpo Pvt Ltd to accomplish?

• WESTSHOREBPO Marketing teams, agencies, content producers, and independent contractors can plan, develop, schedule, and analyze content for all social media platforms in half the time

SOLUTION

How did you find Westshore Bpo Pvt Ltd?

Online Search

Why did you select Westshore Bpo Pvt Ltd over others?

• Pricing fit our budget
• Good value for cost

How many teammates from Westshore Bpo Pvt Ltd were assigned to this project?

2-5 Employees

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

Adapt our brand to a more contemporary look. Develop a fresh visual identity and vibe for our company.

RESULTS & FEEDBACK

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

updated brand materials, such as a PowerPoint, social media post templates, platform images, and logo

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

We had a strict four-month deadline to provide each of the above-mentioned assets. There were changes to the timeline, but we resolved them together. We were really pleased with a method they used to complete the deliverables with short turnaround times. 

What was your primary form of communication with Westshore Bpo Pvt Ltd?

Email or Messaging App

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

The revised logo and brand color scheme that Westshore Bpo Pvt Ltd delivered greatly impressed us. They preserved the essence of our identity while updating our brand. We separate out from the competition and appear unique in our market.

Are there any areas for improvement or something Westshore Bpo Pvt Ltd could have done differently?

No area

BACKGROUND

Please describe your company and position.

I am the CEO of Radore

Describe what your company does in a single sentence.

I am the CEO of Radore, we specialize on information services 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Westshore Bpo Pvt Ltd to accomplish?

• Implement the new UX as a fast and robust front end application

SOLUTION

How did you find Westshore Bpo Pvt Ltd?

• Online Search
• Referral

Why did you select Westshore Bpo Pvt Ltd over others?

• Pricing fit our budget
• Referred to me

How many teammates from Westshore Bpo Pvt Ltd were assigned to this project?

2-5 Employees

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

We brought Westshore Bpo in to improve our UX/UI. Our current product is quite old and clunky to use over the years. We focused on the onboarding and report/dashboard creation user flows. Firstly Westshore Bpo will make promise of making your testing better and later will not work according to your project requireents, we required extra payment each time they made mistake, No refund after no work is done. And then no single design was completed.

RESULTS & FEEDBACK

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

No test users provided satisfactory feedback. Using the new UI is ineffective because users find it difficult to understand and there exists no superior visual choice. The current appearance of our software produces a feeling of an outdated sleek SaaS product although it lacks power.

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

Westshor Bpo provides a difficult work experience because of its inadequate operational structure. Their processes remain incomplete and they conduct every single scheduled meeting on time The company refused to integrate its processes within our existing platform of project management and communication applications. There were various occasional minor issues that emerged in this project yet they failed to address them which made me feel unappreciated.

What was your primary form of communication with Westshore Bpo Pvt Ltd?

• Virtual Meeting
• Email or Messaging App

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

The company had no remarkable talent. The UX experts and designers of this company operate at a level that appears unreal to most people. This company represents the very worst workforce I have encountered throughout my entire career. 

Are there any areas for improvement or something Westshore Bpo Pvt Ltd could have done differently?

The amount of corrective action goes beyond what I believe is appropriate. The interactions between the stakeholders regarding the year-long large project have declined while project fatigue has taken over. 

BACKGROUND

Please describe your company and position.

I am the CEO of PayIt

Describe what your company does in a single sentence.

We specialize on software development Services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Westshore Bpo Pvt Ltd to accomplish?

• Data entry

SOLUTION

How did you find Westshore Bpo Pvt Ltd?

• Online Search
• Other

Why did you select Westshore Bpo Pvt Ltd over others?

• Pricing fit our budget
• online search

How many teammates from Westshore Bpo Pvt Ltd were assigned to this project?

1-5

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

We are expecting them to offered an excellent offer services to help increase clientele, But non of our requitrements were met

RESULTS & FEEDBACK

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

Within a year time or clientele has decreased by double in a 5 month time

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

No level of professionalism stands out 

What was your primary form of communication with Westshore Bpo Pvt Ltd?

Email or Messaging App

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

The quality of service was not impressive.

Are there any areas for improvement or something Westshore Bpo Pvt Ltd could have done differently?

They should work more on delivering outstanding work for potential clients, 

BACKGROUND

Please describe your company and position.

I am the CEO of Alteia

Describe what your company does in a single sentence.

We specialize on software development services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Westshore Bpo Pvt Ltd to accomplish?

• Reduce First Reply Time and CSAT for Tractive Support.
• Increase CSAT rating for Tractive Support

SOLUTION

How did you find Westshore Bpo Pvt Ltd?

Online Search

Why did you select Westshore Bpo Pvt Ltd over others?

Pricing fit our budget

How many teammates from Westshore Bpo Pvt Ltd were assigned to this project?

2-5 Employees

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

We asked WESTSHORE BPO to provided service like 24/7 and across language support for customers through emails and chat for Tractive Unfortunately none were provided

RESULTS & FEEDBACK

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

This company cannot and will not ever tell the truth. They are HIGHLY unprofessional and I would HIGHLY advise anyone to stay away and do work with another company.

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

This is a company without direction, staff manners, and desensitized to the client. If you do not want to waste your money and time I advise you to turn to a more reliable company.

What was your primary form of communication with Westshore Bpo Pvt Ltd?

• Virtual Meeting
• Email or Messaging App

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

One must wonder how this company is still in existence, to say the least.

Are there any areas for improvement or something Westshore Bpo Pvt Ltd could have done differently?

Worst experience ever. One star.

BACKGROUND

Please describe your company and position.

I am the CEO of cloudwrxs

Describe what your company does in a single sentence.

I am the Group CEO of cloudwrxs, We specialize on IT Services and IT Consulting services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Westshore Bpo Pvt Ltd to accomplish?

• Establish a professional customer support team for multichannel support.
• Delegate support functions to a trusted provider, freeing internal resources for high-priority tasks.
• Provide customer assistance in multiple languages.

SOLUTION

How did you find Westshore Bpo Pvt Ltd?

Referral

Why did you select Westshore Bpo Pvt Ltd over others?

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

How many teammates from Westshore Bpo Pvt Ltd were assigned to this project?

6-10 Employees

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

Support Channels: The customer services included chat, email, web forms, and phone.
Languages: Available services were in English and Japanese.
Operating Hours: Working days 7 am – 3 pm EET, with coverage from Sunday till Friday.
Integration: There was effective interaction with our CRM system, and they submitted daily performance reports.
Dedicated Service: Customer requests were addressed by a dedicated consultant who forwarded more complicated problems to our internal staff.
Quality Control: The case also showed that WESTSHORE BPO did perform quality checks regularly and provided constant update on the status.

RESULTS & FEEDBACK

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

Customers have been proved to show positive attitude towards the company and the quality support of WESTSHORE BPO has been greatly acknowledged. They enabled us to direct our efforts and resources to those programs most important and most closely aligned with our business objectives.

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

Our project manager assigned to the project was easily accessible, informed us continually on the progress of the project and responded to our queries effectively.

What was your primary form of communication with Westshore Bpo Pvt Ltd?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

Their professional approach to business, fast response, and good communication skills were evident from the moment we contracted them.

Are there any areas for improvement or something Westshore Bpo Pvt Ltd could have done differently?

The utility is fully satisfactory; no sources of concern were found.