Helps Business Grow by Thinking Outside the Box

XACT has been providing contact center solutions for more than 19 years. Our experience provides a seamless, cost effective integrated solution for your business or organization. XACT specializes in custom designed solutions for those companies who do not fit in a cookie cutter mold.  XACT believes in a partnering method of communication.

 
Undisclosed
 
Undisclosed
 
250 - 999
 Founded
1998
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Orlando, FL
headquarters

Portfolio

Xact Telesolutions

Reviews

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Call Center Services for Dietary Supplements Retailer

"We saw an opportunity to become long-term partners with XACT."

Quality: 
4.0
Schedule: 
4.0
Cost: 
4.0
Willing to refer: 
4.0
The Project
 
$200,000 to $999,999
 
Apr. 2018 - Ongoing
Project summary: 

XACT provides call center services to supplement customer experience. The team assists with 24/7 customer support through phone calls. The service is ongoing.

The Reviewer
 
51-200 Employees
 
Singapore
Customer Service Manager, Dietary Supplements Company
 
Verified
The Review
Feedback summary: 

XACT delivered a talented and dedicated group of call agents that have increased productivity and customer satisfaction. The communicative team makes an effort to keep in touch despite time differences. Their motivation spurs continued engagement.

BACKGROUND

Please describe your company and your position there.

I’m a customer service manager for an e-commerce health supplement retailer. Our team researches and develops our products, while distribution and manufacturing are based in the US.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire XACT?

We wanted to offer our valued customers US-based phone support.

What were your goals for this project?

We wanted to ensure an excellent customer experience.

SOLUTION

How did you select this vendor?

We believe in our company and cultural values. XACT displays a similar culture regarding how they treat their employees. Staff development and a successful work environment is key to any business. We saw an opportunity to become long-term partners with XACT.

Describe the project in detail.

Our company offers 24/7 phone support for our top products. This includes pre-ordering, delivery inquiries, returns, and refunds.

What was the team composition?

XACT provides a team of blended call agents.

RESULTS & FEEDBACK

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

The call agents are dedicated. We enjoy a balance of cost and performance throughout the engagement.

How effective was the workflow between your team and theirs?

Despite time zone challenges, we’re able to touch base with each other frequently. We keep our partnership strong and resolve operational matters through quick calls and emails.

What did you find most impressive about this company?

XACT stays professional and motivated to ensure continued success in this relationship.

Are there any areas for improvement?

Over time, XACT will be able to scale their resources for future growth and rival other big companies.

4.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
    There's a balance between cost and performance.
  • 4.0 Quality
    Service & deliverables
    We've been satisfied with XACT.
  • 4.0 NPS
    Willing to refer

Inbound Customer Support for Paints & Coatings Company

“They’re on the top of my list if I ever need this kind of service again, and I would happily recommend them to anyone.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
Jan. 2016 - Sept. 2017
Project summary: 

XACT provided customer support augmentation for a paint and coatings company. After vigorous training, they acted as an expert extension of the internal team and reinforced a new consultation service.

The Reviewer
 
10,000+ Employees
 
Ohio
Senior Manager, Paints & Coatings Company
 
Verified
The Review
Feedback summary: 

The collaboration was seamless, and XACT’s response time were above reproach. They provided a flexible, personalized service and always operated with professionalism, speed, and agility. They exceeded all expectations and were always accommodating.

BACKGROUND

Introduce your business and what you do there.

We are a large coatings company. We offer a color consultation service, which was part of XACT’s involvement with us.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XACT?

We wanted to offer this service incrementally, but it was very new to us at the time. We didn’t have the skillset internally to pull off this new service effectively, so we sought outside help to augment our customer service and sales force as we determined what the demand and turnaround times would be for this new service.

SOLUTION

What was the scope of their involvement?

Our consumers are interested in support for interior design and color selection. We wanted them to be able to make confident decisions and move customers through the purchasing process quickly. We did some remote training, provided them with scripts, and showed them how to be subjective with provided photos and information. We also provided onsite training with our color expert.

We vigorously explained color theory, lighting conditions, moods, and some fairly tricky topics. Once we completed the training process, we were confident that we had resources that were comfortable in the space and able to act as knowledgeable representatives for us. Our expertise is important to our business, so we needed to make the collaboration as invisible as possible for our consumers. They gained confidence faster than we anticipated, and we set them up with weekly reviews of basic metrics and responses.

What is the team composition?

We had a project manager who helped us through all the points of the RFP process. After the initial meetings, she set us up with some specific points of contact, but she was always involved. Because the project was so new, we misjudged the volume of resources we would need. They were flexible and graciously reduced the team size to keep the project sustainable.

How did you come to work with XACT?

Our initial interactions with them were amazing. We were familiar with their work, but were worried they might be beyond the reach of our budget. They offered reasonable rates, and we were delighted to work together. They met all our expectations, and it was an easy decision to choose them over other vendors.

What is the status of this engagement?

The first contact with them happened around January 2016 and training occurred that May. After their integration, we worked together until the fall of 2017.

RESULTS & FEEDBACK

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

We have a volume tracker that showed that they responded to our consumers within 24 hours. Their representatives were very professional and always reached out to us if they had any questions or needed more information. We probably weren’t their only customer, but they treated us as if we were their only client.

How did XACT perform from a project management standpoint?

They produced reporting for us and made recommendations about metrics they could share. We ran weekly engagements after the launch and spoke at several intervals beforehand. They always kept us abreast of any recruitment, training, or implementations.

What did you find most impressive about them?

They always operated at the peak of professionalism and customized everything to our needs. That was one of the reasons we were attracted to them from the beginning. They were nimble and handled everything easily, even when our requests felt strange. They’re on the top of my list if I ever need this kind of service again, and I would happily recommend them to anyone.

Are there any areas they could improve?

No; they went above and beyond all our expectations. Whenever we had volume dips and needed to make changes, they worked with us to reduce the number of dedicated staff. Even at times when they could have dinged us for changing the parameters of the contract, they were always willing to adjust.

Do you have any advice for potential customers?

As with any service, be as thorough as you can from the beginning. That will allow them to respond accurately. We had some unexpected changes to our requirements, but we were prepared and avoided any consequences.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They responded to all inquiries within the minimum turnaround time we expected.
  • 5.0 Cost
    Value / within estimates
    We stayed within budget and they offered the best rates among the four or five vendors we considered.
  • 5.0 Quality
    Service & deliverables
    They did a great job. An expert reviewed the quality of their responses and we had no recommendations for revisions.
  • 5.0 NPS
    Willing to refer
    I would definitely recommend them.

Call Scheduling & Auditing for Marketing Services Company

“We have many business partners. XACT is one of the few that we can wholeheartedly rely on.”

Quality: 
3.5
Schedule: 
4.0
Cost: 
n/a
Willing to refer: 
5.0
The Project
 
Confidential
 
Ongoing
Project summary: 

XACT has a long-standing partnership, working with the internal team to validate leads and provide call answering services for third-party clients.

The Reviewer
 
1,001-5,000 Employees
 
United States
Senior Director, Marketing Services Company
 
Verified
The Review
Feedback summary: 

XACT reaches key performance indicators and conducts quality assurance to ensure well-developed services. The team is responsive and professional.

BACKGROUND

Introduce your business and what you do there.

Our company provides marketing services to all sizes of businesses. I'm responsible for sourcing partnerships.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XACT?

Our customers needed lead validation and call answering services.

SOLUTION

What was the scope of their involvement?

XACT performs call answering and lead validation services for our clients. They monitor, audit, and classify leads for our clients.

What is the team composition?

We have multiple high-level contacts, including the VP of customer success and Director of Business Development. We also work with individual members of their team.

How did you come to work with XACT?

We engaged them through our standard partner evaluation process.

What is the status of this engagement?

We’ve been partners for a long time, and the work is ongoing.

RESULTS & FEEDBACK

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

They meet our key performance indicators and provide quality assurance. We’re pleased with their work.

How did XACT perform from a project management standpoint?

They do fantastic work and are responsive and flexible. We have quarterly business reviews with their team to evaluate their progress. Their quality assurance used to be reactive, but it’s recently become more proactive, which we appreciate.

What did you find most impressive about them?

The best thing about XACT is