We’ve been nothing but surprised and delighted since we selected The Office Gurus (TOG) as one of our BPO providers almost two years ago now. TOG has outperformed all other providers we’ve used in the past and has helped us achieve over 90% customer satisfaction based on a post-call IVR survey asking the customer “how satisfied are you with the representative who handled your call today?” In addition, they’ve been a true partner; they proactively communicate issues, challenges, and obstacles as well as suggestions for the product and processes to improve. They treat their employees well and like to work hard but play hard so they are a perfect culture match for our organization. It feels like they are just an extension of our own team.
I wanted to share my experience visiting the center in San Salvador and facilitating the new hire class. The visit was thoroughly enjoyable personally and professionally. Everyone within TOG that I interacted with was professional, competent, friendly, accommodating, and genuinely excited about the opportunity to expand their support for Crius. To date, all indications are that we’ve selected the right partner to help us grow the business and provide the high degree of customer experience that we expect.
The Office Gurus and Atom Tickets are now partners in beautiful San Ignacio, Belize! What a great looking group and wearing Atom proudly! A huge thanks to Nick Jiwa and Michael Replogle with CustomerServ® for guiding us down the right path and finding the TOG team. Happy to be partnering with the leadership team at TOG including Dominic Leide, Jaimie Bell, and Karla Machón de González.
The team from management down is extremely professional, dedicated, and talented. With what I have experienced over the last two days, I expect great things from our partnership. You have assembled one of the best telesales teams I have ever had the pleasure of working with. Thank you for everything!
TOG is a rising star in the Customer Contact industry with an experienced team of professionals dedicated to delivering a great Customer Experience. As a trusted partner of CustomerServ’s, TOG can be relied upon for consistent results combined with leadership, focus and drive. I look for great things from TOG as we continue to build our partnership and I would recommend them highly as a leading Customer Contact partner for your outsourcing needs.
My experience has been wonderful with The Office Gurus. I had what I thought was a short timeline and we somehow made it work with agents up and running quickly. They really are experts in the field and are focused on building long term partnerships. I vetted over 15 different companies in my search to outsource and am glad I chose to partner with TOG
TOG provides exceptional telemarketing services for DeliverCareRx. It is important for a pharmacy service to have a call center who truly acts as strategic partner, who understands the brand, vision and our business goals. They spent the time necessary to really develop a thorough understanding of our business and act as a true extension of our marketing and customer care areas. Because our patients are older, it is important to have a seamless customer care experience, which TOG delivers 150%. The team works extremely hard to help us deliver and exceed our acquisition goals. Their near shore operation in El Salvador is high caliber and metrics driven. TOG provides a best in class call center operation.
I wanted to tell you all just how proud I am of all of you! You all are by far the best team I have trained. Your numbers look awesome! Thank you all for all that you do!
We were understandably anxious since this was our first outsourcing experience, but our experience with The Office Gurus has definitely exceeded our expectations. Their US based account management team is extremely flexible and responsive to our needs. Their agents became very knowledgeable about our products in a short period of time and were able to implement solid sales strategies that exceeded our corporate metrics. They definitely are a great fit with our organization’s corporate culture.
I have been in the telemarketing industry for over 8 years and have been extremely impressed with The Office Gurus sales representatives. They learn new products quickly, constantly develop their sales skills, and have overall diligence in making phone calls and closing new business. I believe our partnership has unlimited potential
I was really impressed with the questions the agents asked. It also blew me away when I heard one of the agents put together a knowledge management tool to organize all the information and forms that we shared with the team during training. Very impressive. The agents are very thoughtful in making suggestions and extremely complimentary of their opportunities. I believe you have most definitely built a first class organization in El Salvador.
I’ve worked with many contact center companies over the years and The Office Gurus is one of the best! They were able to handle double digit agent growth and multiple tests while maintaining and exceeding the required performance level. They have a top notch, responsive and proactive Client Services team and the Operations staff in both Seminole and El Salvador are equally as good!
The Office Gurus worked diligently to understand the solution that I as a client was seeking. The results of their collective team efforts provided value to our organization and our customers. I would definitely recommend The Office Gurus for your company’s outsourcing needs.
Placement Verifiers needed a flexible out-bound call center solution and we found it with The Office Gurus. Their Senior Management ensured that our implementation was seamless and smooth. By partnering us with a dedicated Account Manager, we have a “direct-line” to make updates or changes to our processes and workflow. Our B2B interaction requires professional sounding representatives. TOG’s agents are polite, professional and they make our business their priority. The efficient processes developed by The Office Gurus have been a time and money saver for us – and the results show this. Their stellar technology allows for high quality calls, full call recordings, and customized reporting and call dispositions. The Office Gurus is a true partner to my team at Placement Verifiers.
Partnering with The Office Gurus has allowed us to reduce our Accounts Receivable staff in these tough economic times and gain a ton of efficiencies in doing so. We have cut the number of days it takes to process credits for our customers in half, which has put a smile on a lot of valuable faces!
The things I was most impressed by with TOG’s El Salvador location were:
– The superior intelligence level of the agents and their ability to grasp a substantial amount of complex information. In addition to the usual struggles I face when training to this level of detail, I was worried the difference in cultures might make it difficult for TOG agents to put the material into context. However, that was almost a non-issue.
– The agents’ genuine desire to understand the market-specific nuances of things like budget billing and credit holds so they can explain them intelligently when/if asked by a customer. They asked so many good, insightful questions.
– The full participation of team leads and trainers throughout the training session.
– The emphasis on role play. Too often center management is in a hurry to get the agents on the phones. Not at all the case here.
– The agents’ English, while not without an accent, is as grammatically as good as — if not better – than that of most sales agent I’ve worked with in the U.S.
– Management’s ability to identify and swiftly act on potential issues.
Our relationship with The Office Gurus has allowed us to work lead data that had been previously setting on the shelf. We found The Office Gurus to be a highly professional group of individuals from the account management we interacted with on a regular basis down to the call center team. This professionalism provided us with the peace of mind knowing that any interaction the call center team had with our leads would be a handled exactly as scripted. We look forward to a long and mutually beneficial relationship with the team at The Office Gurus.