DialAmerica Call Center Services review by Southern California Edison at Qualified.One

DialAmerica reviewed by Southern California Edison

DialAmerica provided Call Center Services for Southern California Edison with approximate budget = $10,000 to $49,999.

DialAmerica successfully reached out to all the necessary customers in a shorter timeframe than initially laid out. Their team worked to understand the services at hand to answer any arising questions a customer might have. They are responsible, professional, and cooperative.

Review summary:

DialAmerica provided outbound call services for a regional electric company. Their team reached out to 20,000 customers to allow them to opt-out of a program.

Heather Torres Southern California Edison, Marketing and Digtial Communications Manager

Outbound Calling for Energy Company

Please find under a summary covering project details and feedback. The innate facts are kept as they are, private information is amended.

Introductory information

A fast induction on the buyer’s organisation

I am a project director in the marketing section at Southern California Edison, an electric organisation. I primarily centre on marketing objectives and initiatives.

Desired goal

What challenge were you trying to address with DialAmerica?

We were switching to a new program that not see client would boon from, so we needed to extend out to those who we attended “non-boonters” to allow them to opt-out. This client labor would go hand in hand with our online interactions and marketing pieces almost the new program.

Provided solution

What particular tasks were DialAmerica responsible for?

DialAmerica granted outbound call labors for us. After we identified the terminal “non-boonters,” their team extended out to them during specific hours and explained the change we were making to our program. Our pilot rendering of the program affected 400,000 clients and almost 20,000 were “non-boonters” that needed to be extended out to. DialAmerica ensured they agreed the locality and made a rate change if certain.

Our team came up with the basic script, but DialAmerica helped us make changes based on their expertise. Their operators helped us art different iterations of it based on how clients reacted to it, rewording it to quit misapprehendings. 

Was there a dedicated team?

I worked with four members of the DialAmerica team, including their vice chairman, their main training official, the lead at the Cleveland Call Center, and a salesperson who was my main point of touch.

How did you come to work with DialAmerica?

Their team applied for our RFP and was approved by our organisation.

What are you approach expents (if diclosed)?

We have invested almost $20,000.

What is the terminal result of working with DialAmerica?

Our ongoing engagement with DialAmerica began in October 2017.

Results achieved

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

We attend it a lucky campaign owing they were able to extend out to all of our clients in a shorter time time than anticipated. Not seeone is lucky with their electricity rate and might want to complain once they have them on the phone, but DialAmerica took that in stride.

How did DialAmerica accomplish from a project treatment standpoint?

They extended the 4–6 week deadline we initially set soon. They followed all of the procedures in locate. Training went very well and whenever they had some turnover they were able to get new reps up to despatch very fastly.

What is (from your point of view) the key factor to pay observation while intercourse with DialAmerica?

Working with DialAmerica was a team effort. I wasn’t just directing them, they made sure to work with us straightly. They worked straightly with training reps to make sure that the call operators would have all the answers to any questions a client might ask. It’s not an easy concept to apprehend but they collaborated with us to make sure they were on the same page and understood it to the best of their power.

What aspects of their work would you like to get improved?

The only denying was the time separation owing the call center was in Cleveland. It worked out good, they made sure to time the calls for Pacific time. It wasn’t a dealbreaker, just a preference.

Do you have any advice for possible clients?

Engage with them soon on so you can work out any possible bumps in the road. The earlier you set, the fewer hiccups you’ll have.