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.

Basic info

No free trial
 
75 mins $82.50/mo
 
Monthly subscription
75 mins for $82.50/mo
150 mins for $142.50/mo
250 mins for $229.50/mo
500 mins for $450/mo
1000 mins for $820/mo
2500 mins for $2000/mo
5000 mins for $3900/mo

 
$1,000+
 
$25 - $49 / hr
 
250 - 999
 Founded
1998
Show all +
Lake Mary, FL
headquarters
  • Xact Telesolutions Lake Mary, FL
    United States
    877-922-8877 Extn: 1

Portfolio

Xact Telesolutions

Reviews

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Answering Services for Recreational Events Company

“Xact is attentive to our customers’ needs and finds resolutions fast.”

Quality: 
4.0
Schedule: 
4.0
Cost: 
4.0
Willing to refer: 
4.5
The Project
 
Confidential
 
2016 - Ongoing
Project summary: 

Xact Telesolutions developed a new staffing model to support their ongoing customer relations services.

The Reviewer
 
51-200 Employees
 
New York Metro Area
Head of Customer Service, Recreational Events Company
 
Verified
The Review
Feedback summary: 

Xact Telesolutons revolutionized an ineffective staffing model and increased the customer satisfaction rate to more than 80%. While other call centers use a standard approach for customer service, their team finds effective solutions tailored to unique business goals.

BACKGROUND

Introduce your business and what you do there.

I’m the head of customer service for a recreational events company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Xact Telesolutions?

The customer service representatives that we contracted weren’t sufficient, so we decided to replace them with a company that could improve our customer satisfaction.

SOLUTION

What was the scope of their involvement?

Whereas most have a simple approach when hiring for customer service, we have a seasonal business that requires extensive planning to handle our fluctuating demands. Xact Telesolutions met with us to get an understanding of our company and implement the best staffing model to make their services useful for our goals. After the onboarding process, they make an effort to maintain efficiency by hosting regular training sessions for their representatives and alerting us on necessary updates. They’re also proactive in revisiting their techniques and making modifications according to product and policy changes.

What is the team composition?

Our account manager manages a team of 20 representatives and acts as a liaison for both of our companies. We also have two individuals who manage the onboarding and training process.

How did you come to work with Xact Telesolutions?

This was the second instance that Xact Telesolutions entered our RFP process, so we felt comfortable with their abilities. They were receptive to our goals and interested in providing personalized services to meet our needs.

What is the status of this engagement?

They’ve provided ongoing customer relations services for three seasons.

RESULTS & FEEDBACK

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

Our customer service satisfaction has increased to more than 80%, which was nearly impossible to accomplish with our previous team and workflow. Whereas our former representatives simply provided human interaction with our customers, Xact is attentive to our customers’ needs finds resolutions fast. They provide consistently great services, whether our business is slow or thriving. Whether we’re in a slow

How did Xact Telesolutions perform from a project management standpoint?

They understand that every business is unique, so they actively listen to our needs and work diligently to meet our expectations. The relationship runs itself at this point, but we still correspond via email regularly and hold weekly conference calls. Their representatives are great at escalating customer issues and never overstep their permissions.

What did you find most impressive about them?

We presented them with the difficult task of improving our CRM, but they were eager to come on board and build a staffing model that’s conducive to our business environment. Now, our patrons perceive our customer experience in a favorable light due to Xact’s customized approach.

Are there any areas they could improve?

We’re always working to improve our workflow and reduce call resolution time.

Do you have any advice for potential customers?

Openly express your needs and firmly set your expectations so they can provide a custom solution for your unique business goal.

 

4.5
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer

Answering Service for Home Improvement Company

“The value they bring to our company is obvious.”

Quality: 
4.0
Schedule: 
4.0
Cost: 
4.5
Willing to refer: 
4.5
The Project
 
Confidential
 
2014 - Ongoing
Project summary: 

Xact Telesolutions provides call center support for a home improvement company. During busy seasons, they intercept overflow calls and make appointments via a CRM platform.

The Reviewer
 
201-500 Employees
 
Illinois, United States
Customer Care Director, Home Improvement Company
 
Verified
The Review
Feedback summary: 

Because of the flexible volume of work, the relationship with Xact is an ideal partnership. There is an effective chain of command and their project manager is responsive and attentive.

BACKGROUND

Introduce your business and what you do there.

I’m the customer care director for a home improvement company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Xact Telesolutions?

We are a seasonal or weather-driven company with a variable call volume. We needed a call center to help us during our busy season.

SOLUTION

What was the scope of their involvement?

They offer a traditional answering service when we’re out of the office or when a customer is on hold too long. In both cases, calls are transferred to their call center. They have access to our CRM platform and can book appointments for the clients they speak to. They are trained on our procedures and were with us when we changed to new CRM software. Their trainer joined us to learn our new processes. If we ever change our policies, we alert them to it. They’re always very responsive.

What is the team composition?

We have about 25 agents that handle our calls and a project manager.

How did you come to work with Xact Telesolutions?

They were already a fixture when I joined the company.

What is the status of this engagement?

I started with the company about four years ago. As I mentioned, they were already a partner at that time. They still support us and the relationship is ongoing.

RESULTS & FEEDBACK

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

I can review CRM reports to see the appointments they set for us. Every day, the value they bring to our company is obvious. We’re happy with the quality of their service and customer feedback is positive. Because our business is flexible, it works well to have this kind of partnership.

How did Xact Telesolutions perform from a project management standpoint?

Our project manager is very responsive and timely. She responds to emails within a few hours and is attentive to our questions, concerns, and any additional needs. We’ve established an effective chain of command and we rarely see repeat issues. We usually communicate via email. If something urgent arises, I can reach our project manager directly by phone.

What did you find most impressive about them?

Their responsiveness and their ability to assist our customers is seamless. We’re very pleased with their process, especially when our volume increases.

Are there any areas they could improve?

I would recommend they continue the training and monitoring they already do and keep their quality high.

Do you have any advice for potential customers?

Be open and go to them when you need help. They’re willing to work with clients’ needs and encourage an open, positive relationship.

4.5
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer

Xact Solutions Makes the Job Easier

"The company has helped us keep the customers happy."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
5.0
The Project
 
Less than $10,000
The Reviewer
 
1-10 Employees
 
Clarksville, TN
President, Other
 
Verified
The Review

Recommendations:

Yes, I'd tell them it will make their life easier too, like mine.

Experience:

My company needed help answering so many calls without dropping calls. It was difficult by myself. We use call answering services, call waiting and call forwarding features. The company has helped us keep the customers happy.

Pros:

Makes the job easier.

Cons:

I ike it. No cons.

Super Tool for Support

"It's a super tool. I wish all the companies could use the tool."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
5.0
The Project
 
Less than $10,000
The Reviewer
 
1,001 - 5,000 Employees
 
Minneapolis, MN
Executive, Customer Service
 
Verified
The Review

Recommendations:

I had an experence before, when I was working once they used that tool. So I too want to use that tool.

Experience:

We used Xact Solutions for support. They have used VoIP calls for all users. They have performed well. The customer service and call handling was good.

Pros:

It's a super tool. I wish all companies could use the tool.

Cons:

No cons.

Xact Solutions Performs Very Well

"Xact Telesolutions is a good company to work with."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
5.0
The Project
 
Less than $10,000
The Reviewer
 
51 - 200 Employees
 
Baldwin Park, CA
Owner, Sales
 
Verified
The Review

Recommendations:

No comment.

Experience:

Xact Telesolutions is a good company to work with. We use all of the features offered and they perform very well.

Pros:

I like everything about the brand.

Cons:

None.