Service work great, in addition to some other process changes, we were able to save 1.8M vs a goal of 1.3M. We had weekly session with the Xact team to review metrics, provide feedback, and recommend process changes.Ĭan you share any measurable outcomes of the project or general feedback about the service? The initial PM didn't work out, so exact found another PM to put on the project. We were then given a project manager and an Administrator to support the PM. We initially worked with the VP to get the project started. Who did you work with and what was the feedback process like? Xact trained their agents to make the calls and provided a weekly update of # of calls and the disposition of each call. Xact and TKE collaborated on a script for both campaigns. We set them up with an email account and gave them access to our customer payment portals. We provided Xact a list of approximately 15K customers paying via credit card and/or customers still making payment to our old bank account. We worked with a consultant on this project and Xact was one of the BPOs they recommended.ĭescribe the project in detail and walk through their service package, including any calling tools used. How did you select this vendor and what were the deciding factors? You might need a little patience, but they're worth it in the long run. Their base model is a little difficult for some new agents within XACT to adapt to, so they don’t always have the highest level of proficiency right away.ĭo you have any advice for potential customers?īe concise about what you're looking for. They’re very interactive and act like a partner for us. We’re working with a new software system, and they’ve been great about providing us with feedback. We’re very satisfied with the work that they’re providing and have been highly impressed with how they’ve been trying to understand our needs. What did you find most impressive about them? We usually have a task list, and we send it to them and then review it over the phone or on Microsoft Teams. How did XACT perform from a project management standpoint? We are working through higher average call times, but they’ve been presented with some challenges, and they’re stepping up to try and solve those issues. What evidence can you share that demonstrates the impact of the engagement? We started working with them in October 2021, but we really started using their services in August 2022. They were a referral from someone else in our industry. This includes their IT representative, CEO, and three account managers. We work primarily with five members of their core management staff. For any individuals who have struggled with our service guidelines, XACT has provided extra training for them. They’ve also integrated a chat script on our website, and they’ve done phone Interactive Voice Recording (IVR) work after hours. They work directly in our software system. They also follow up with customers if they have questions regarding return service labels, sizing information, or tracking information on their products. They primarily handle incoming calls from customers who are placing orders, and they facilitate and enter those orders into the system for us. XACT acts as our third-party call center. We went through an onboarding process with training materials and taught them about our systems, processes, and basic customer service protocols and service guidelines.
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