What evidence can you share that demonstrates the impact of the engagement?
Our online enrollments grew each year that we worked with them. We launched academic teaching locations in 17 states and our online presence for students rose significantly. We had double-digit growth every year. In total, they increased by around 20%. Xact Telesolutions mirrored our customer service practices so well that the students never knew they were being forwarded to a call center. As a result, we were able to devote more resources to second- and third-tier calls, which enhanced the overall quality of our service levels. The team also provided responsive follow-ups and short wait times.
How did Xact Telesolutions perform from a project management standpoint?
They were terrific and always stayed ahead of us in terms of addressing issues. We always thought they were the leading edge of problem-solving for us. We felt comfortable with their team and would rarely need to retrain resources. Their team leader made sure they understood our catalog and were mostly self-sustaining.
They also made an effort to stay in constant communication with us. We’d have a meeting over the phone every morning where they’d give us a sense of what type of calls they’ve received through the night. In addition to merely notifying us when the site went down, they’d outline potential patterns like what areas of the site were confusing to students, what programs were frequently asked about, or what complaints were made about professors.
What did you find most impressive about them?
We had nothing but the fondest regards and greatest respect for Xact. We were blown away by how great they performed during the partnership. They were able to spot trends and warn us of potential problems before they became significant issues. We’ve contracted larger companies for the same service and have never been as satisfied as we were with Xact Telesolutions.
Most call center operations approach tasks with the mechanics of a call center. Xact Telesolutions focused on replicating our university when interacting with students. Their team knew as much about our policies as our internal staff and they even decorated their office with pennants and banners from our school. They embraced their role and felt more like an extension of our faculty than a third-party service provider.
Are there any areas they could improve?
No, because we experienced learning curves together as we collaborated on weekly service refinements. In fact, I rue the day we lost their business.
Do you have any advice for potential customers?
The team was sophisticated, but most universities aren't familiar with their service lines because academia is a different population and business model. Xact will learn your business to give valuable advice and counsel. They work one step removed but also study internal processes. This gives them a unique perspective that should be utilized. They’re willing to assist process improvement.