Testimonials

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 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.

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!

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.

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!

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.

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.

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.

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.

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.

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.

We thoroughly enjoyed working with TOG! Their staff was amazing and the talent level was truly top notch. We asked them to do sales and customer service in a completely new industry to TOG. They did an incredible job of learning how our industry works, were easily trained on best sales practices, and their customer service was fantastic! I would highly recommend TOG to anyone, and intend to use their services for another program soon!

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!

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

The Office Gurus have not only improved many of our efficiencies in regard to phone metrics and order processing, but their accuracy rates have been unbelievable!  It’s made my job a lot easier and our customers voiced their appreciation with higher than 90% satisfaction rates in our latest customer surveys.

We were thrilled with the level of customer service that we received from an account management perspective. The Office Gurus were completely on top of all aspects of the campaign from day one. They were extremely proactive with their approach to our campaign and were constantly implementing new processes to ensure that we were utilizing all capabilities and maximizing performance

I have had the pleasure of being one of the founders of the first outsourced call center in Central America, (Acer Information Services, in 1994). Since 2001 I have had the honor of being involved in the development of the industry in Costa Rica, Nicaragua, Guatemala and Honduras. I have consulted for companies as large as Taca Airlines and GBM (IBM Partner for Central America), but I have never been quite so excited as I am about El Salvador and The Office Gurus.  El Salvador has its share of big players in the BPO and call center business, but The Office Gurus are one of the first to present this kind of visionary management style:

Placing value on its employees and their contribution to the success of the company Investing in a quality workplace and the morale of the staff (Resulting in one of the lowest turnover rates I have seen, despite hearty competition in the area).

Developing and investing in technology that compliments their emphasis on quality Choosing a partnership model rather than a client server relationship with clients CARING.

I have reached the point in my career where I choose who I partner with, and I knew within 20 minutes of sitting down with these folks that this was going to be an organization that would not only create its own mark on the industry, but could possibly redefine the industry in many ways in our region.

For the last couple of years the call center and BPO markets have become overly commoditized. The result of this has been a decline in quality, as the market struggled against the new paradigm of “pay for performance,” an oxymoron if there every was one, as P4P really means sweatshop mentality, low cost, high output, little emphasis on quality. The brokers hawking P4P look at Central America through the filter of India, where it’s about cost, Cost, COST, and their loyalty is only as good as their ability to bleed a center for as much as they can before moving on to the Phillipines.

TOG has proven through its history to be a major ROI winner, saving its parent company several million dollars in cost, while demonstrating that value does not = sweatshop, and by demonstrating that retention, high morale and high productivity ARE related.

I have been preaching for years that ROI and emphasis on employees are not mutually exclusive concepts. It is good to see this in practice, and it is why I took them on as a client and partner. So if you are interested in El Salvador, an outsourcing partner, or just to see how a company should be run, check these guys out.