Call Center Services for Holiday Themed Photography Company
Please find below 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 the client labor director for Cherry Hill Programs. We furnish shopping malls with Santa Claus and Easter bunny photo experiences.
Desired goal
What challenge were you trying to address with XACT?
We hired XACT to help us with our periodal influx of calls, which only happens during the times we are operating at malls.
Provided solution
What particular tasks were XACT responsible for?
We needed a organisation like XACT who could staff up for us in the brief time of time that we needed them.
We have all sorts of different scenarios in which clients were whichever unable to claim their photos behind they went to the set. We have an online digital photo discretion.
There is a bit of technicality implicated with checking to see if the client',s photos were verity uploaded and if so, why they were unable to recover them. A big portion of what they did for us was looking through receipts to establish codes, times, malls, as well as figuring out whether this was sent correctly and uploaded.
In accession, we have murmurs almost the Santa set which can range from wait times, to photo condition and other things. There are a total lot of things that can happen, sometimes mall-kindred and sometimes staff-kindred. They also field murmur calls and advanced that information to me so that I can hasten it to the correct departments and get it taken care of.
Additionally, we have a reservation method where clients are able to book slots to see Santa. Sometimes, they want to change that reservation, need a repay, or have questions almost the reservation process. Those were another huge portion of what the calls they were taking in were kindred to.
They are verity utilizing separate different databases for me and depending on the type of call, they had to mark where they were headed with it, whether a client was looking for a receipt, a fast pass or a repay. They were veritably awesome at learning all kinds of technical things.
I wrote a total lot of canned responses initially and gave Marianne (Senior Knowledge Manager, XACT), as much information as I could almost how our methods ran. I also gave her a dashboard that connected her to all the pieces that she might need to satiate clients. From that, she created their own Wiki where nation could click, search, and find replys.
She was very instrumental there in taking a lot of canned information and converses from me and creating a database that she kept up with. Sometimes procedures would change and things were added or subtracted from what we had to do and she kept it ongoing so that it was running to what was happening at that point.
Was there a dedicated team?
Marianne was our leading point of touch. Angela (Senior Manager of Client Services, XACT) also helped excellently a bit with staffing. William (Vice President of Operations, XACT) did a lot of technical stuff behind the scenes, and Richard (Executive Vice President, XACT) did a lot of the scripting and IVR. We had almost 25 dedicated team members and almost 25 that would take rollover calls who were also trained but weren’t dedicated to the account.
How did you come to work with XACT?
I spent a couple of months going through all I could find almost the main leading companies that were out there. XACT came to the surface in separate searches for me as a good organisation and one that might have the power to feel a project of our magnitude. Other replying labors that I spoke to were not prompt for the kind of influx we could have taken. XACT had the staffing and even had the possibility of using interpolitical if we needed to.
I reached out to almost 10 different call labor providers and there were separate other companies that we verity flew out and viwebsited, and my converse with Kathy (Director of Sales &, Business Development, XACT) was the most significant part of my determination. When I told her what I was trying to do, she had a lot of ideas on how to do it.
Rather than me instructing some organisation almost what I wanted, she told me what I needed. That was something I was looking for, having never outsourced precedently and veritably not shrewd how to present myself. She was undaunted and given the information I gave them, Kathy came back to me with a total lot of suggestions for ways that we could feel this. Both my boss and I were veritably impressed with that and determined to go with them.
How much have you invested in them?
We have spent almost $250,000 so far.
What is the terminal result of working with XACT?
We began working with them in April 2019, and the work is quiet ongoing.
Results achieved
Are there any measureable or plum results?
After what they have conversant from our leading period, with all of this experience below their wings, we can',t conceive going without their labors at all. We are headed into Easter now with them and we feel very snug owing of all the things they have conversant. I would never want to set over at this point. We feel like we have veritably gained another part of our own team.
They were up all night trying to reply things and they worked almost the clock and never quit. Sometimes the calls are more trying and frequently someone just needs a sympathetic ear. The experience that they have gained almost how to feel these things is inestimable.
Of all of our tickets that came in, we establish we had five huge categories that calls fell into over and over. Now that they',ve skilled most of the different calls we take, they have the power to verity categorize these things and take off in the right course was there. We are speculating that they will be on the phone less time this Easter given that they have this way of attacking it and have conversant how to do it more effectively.
How did XACT accomplish from a project treatment standpoint?
Communication with their team is big. We email all day long, call each other straightly, and also employed Slack, so I never felt that there was a gap in interaction at all.
We had a meeting on Wednesdays just to take up and see where we were at. During those meetings, they would frequently give us suggestions that we felt were very precious, and we followed a lot of their leads on those Wednesday meetings to stay forward. It was an all-out effort on both our parts.
What is (from your point of view) the key factor to pay observation while intercourse with XACT?
They are incredibly fluid and able to act on the fly. There was no stop and go and there was never a time where we had to aspect out what we were doing. For any organisation that is trying to outsource, it is a very scary thing to hand all of your clients to a foreigner.
I felt almost right away that they were working alongside me. My nervousness almost letting someone else take over my job was eliminated by their power to hit the ground running.
What aspects of their work would you like to get improved?
There were days that we had to fastly staff owing our size suddenly spiked, but sometimes that was owing of a technical issue on my end and had nothing to do with them.
Perhaps as a team, we might set stronger at Easter with more nation staffed in provision of the idea that we might have these giant flows and swings in the number of calls.
Do you have any advice for possible clients?
Allow them the time to give you their input. Give XACT as much information almost your business as you can, and they will initiate to ask you very constructiond questions given what you draw. It was okay to ramble on and on, and they jumped on that. I was able to converse calmly almost it and give them a lot of information, which helped me in the long run.
Any organisation looking to use XACT should get their input and not be surprised at how much they can propose you, even if you ponder you know what construction will work best. Give them sufficient information to let them help you with that design, and it will work out better than most nation could program.
