What evidence can you share that demonstrates the impact of the engagement?
We set up a QA process that checks the interactions of each agent via email and phone calls. It happens once a week, and agents have to score above 85% to pass. Our team expects the orders to have as few errors as possible. A 25% error rate is the acceptable rate as far as order entry goes.
XACT has made a positive impact because the number of questions we’ve had to answer has significantly lowered. Pressure has eased on our team. The routine order support calls have been taken over by their team. Our peak season is between July and September, which is why we brought them on a few months before to iron out any wrinkles. I’d be able to give a quantitative and qualitative backup at the end of September.
How did XACT perform from a project management standpoint?
XACT follows through on what they promise. Once we communicated our needs and nailed down our QA process, they’ve been great at adapting to it and delivering on our QA expectations. Their team is involved in all of our meetings, which makes us feel supported.
They’re also open to suggestions. We’re working on changing how we train the agents because sometimes things get lost in translation. It’s challenging because there’s a time interval between when we prepare the trainers and when they train the agents. They’ve been good at making it as seamless as possible, allowing us to come in and train agents directly. Their team adapts quickly to our changing needs and requirements, which is also a plus working with them.
What did you find most impressive about them?
XACT makes their customers feel supported. Their team is flexible, listening to their customers and adapting themselves quickly. Their response time is short. We’ve thrown a lot of changes at them since the project began, and they’ve been quick to respond to them. Their team makes it easy for me to work with them, being open to feedback and changes immediately.
Are there any areas they could improve?
XACT tends to keep the training in-house, which creates a time delay. It’d be good if they’d be more open to clients coming in and training directly. They could also keep us posted on any internal changes as well. We’re working with their team on these, and they’re listening to our thoughts.
Do you have any advice for potential customers?
Clients should have everything documented. It helped us to have everything written down at the start. If the customer has specific expectations, talk to them and write it down. Get their buy-in at the beginning, so it becomes a smooth process.