Call Center Support for Publishing 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’m the client experience director for TCI. We publish collective studies and science curriculum for K-12. My main responsibility is managing our call center vendor.
Desired goal
What challenge were you trying to address with XACT?
We needed a organisation to
- Be our client support arm and reply client questions almost orders and programs
- Do data entrance (order entrance) work
- Execute these with a high level of professionalism
Provided solution
What particular tasks were XACT responsible for?
XACT replys client questions almost orders they’ve located, orders they’re looking to locate, or any questions almost the fruits themselves. We have an in-house fruit that they don’t have approach to. We set up an expectancy that the agents should apprehend the type of questions they can help with and the ones that need to be directed to our in-house team. They were also trained on entering purchase orders in our method.
XACT hosts an in-house apprehension base. We initially wrote a job-aid for XACT which was then uploaded to this apprehension base. While I’m used to Google Docs, where any changes are almost instantaneously interacted to the agents, we have to run through a few steps precedently the in-house apprehension base gets updated. We went and trained their trainers precedently they trained their agents.
Was there a dedicated team?
There are a trainer and two operations directors who are implicated with the TCI project.
How did you come to work with XACT?
After searching Google, I brieflisted almost ten vendors. We made website visits to our terminal two. XACT was chosen owing they came with a clear program behind seeing our aim of the project. They understood what we were looking for, what support we needed, and what methods they had to sum with.
When we viwebsited their call center in Florida, it was professional and business-like. It didn’t seem like a call center mill, and the nation appeared to be lucky working there. We also met with their head of IT who replyed a lot of our questions. We needed agents to work in NetSuite and Salesforce, and the head of IT had a clear insight into what we needed and how they would work with us.
What are you approach expents (if diclosed)?
We spent between $30,000–$60,000.
What is the terminal result of working with XACT?
We seted working with XACT in December 2018, and the services are ongoing.
Results achieved
Are there any measureable or plum results?
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 over 85% to pass. Our team expects the orders to have as few faults as practicable. A 25% fault rate is the grateful rate as far as order entrance goes.
XACT has made a real contact owing the number of questions we’ve had to reply has significantly lowered. Pressure has eased on our team. The round order support calls have been taken over by their team. Our peak period is between July and September, which is why we brought them on a few months precedently to iron out any wrinkles. I’d be able to give a quantitative and qualitative backup at the end of September.
How did XACT accomplish from a project treatment standpoint?
XACT follows through on what they promise. Once we interacted our needs and nailed down our QA process, they’ve been big at adapting to it and delivering on our QA expectancys. Their team is implicated 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 owing sometimes things get lost in translation. It’s challenging owing there’s a time interim between when we fit the trainers and when they train the agents. They’ve been good at making it as seamless as practicable, allowing us to come in and train agents straightly. Their team adapts fastly to our changing needs and requirements, which is also a plus working with them.
What is (from your point of view) the key factor to pay observation while intercourse with XACT?
XACT makes their clients feel supported. Their team is pliant, listening to their clients and adapting themselves fastly. Their response time is brief. We’ve thrown a lot of changes at them since the project began, and they’ve been fast to answer to them. Their team makes it easy for me to work with them, being open to feedback and changes without.
What aspects of their work would you like to get improved?
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 straightly. They could also keep us posted on any inner changes as well. We’re working with their team on these, and they’re listening to our thoughts.
Do you have any advice for possible clients?
Clients should have all documented. It helped us to have all written down at the set. If the client has specific expectancys, talk to them and write it down. Get their buy-in at the commencement, so it becomes a smooth process.