On Demand Service Company
Company
A San Francisco based, venture-funded start-up that powers a nationwide network of service providers to deliver best-in-class, in-home services such as appliance repair, TV installation, mobile device repair and more.
Founded in the year 2015 and has raised funding from Sequoia Capital, Temasek, Red Dot Capital, Viola, Samsung Next, and others. Proud to be named one of LinkedIn’s top 50 start-ups in 2018.
History
From the start-up’s beginning roots, they started with a few agents doing mainly: Inbound Tier 1 Customer Service calls and Inbound Sales Calls – all of which were simply forwarded to the US Managers.
The initial focus was phone and tablet repairs. As they grew and changed their name, they added more in home services namely, TV, Antenna and Smart Home device Installations.
As their funding increased, they added Garage Door Repair and Appliance Repairs. In 2019, they have switched their focus to Appliance Repairs and TV installations.
With the company’s telemarketing strategies becoming more and more effective, it grew greatly and had a tremendous increase; therefore, there was a bigger expansion and more agents became in high demand. Call centers were needed to handle tasks such as
INBOUND SUPPORT
OUTBOUND SUPPORT
CHAT SUPPORT
SALES CALLS
EMAIL SUPPORT
TEXT SUPPORT
CUSTOMER RETENTION
GUARANTEE
REFUNDS
ESCALATIONS
UPSELLING MEMBERSHIPS
SOCIAL MEDIA REPUTATION MANAGEMENT
PROCESS BOOKING FOR CUSTOMERS
APPOINTMENT UPDATES
COLLECTIONS
DATA ENTRY
Results
EZ Outsourcing Solutions was able to save thousands of dollars for this start-up company because of the efficiency of the agents meeting the set KPIs and targets with an increase of 1000% in inbound calls in a four year period and 200% increase in tasks per agent to handle.
EZ Outsourcing Solutions was able to provide multitasking and flexible Agents through rigorous training with the retention rate of 90% per year.
1000 %
INCREASE IN INBOUND CALLS IN FOUR YEARS
200%
INCREASE IN INBOUND CALLS IN FOUR YEARS
90%
RETENTION RATE PER YEAR
Team
As the company was new to the BPO industry, with EZ Outsourcing Solutions’ experience, it was able to assist in creating an organizational structure for them to support the company’s growth.
As the support team in the Call Center grew, EZ Outsourcing Solutions recommended the addition of a Team Manager and 8 supervisors to cover their 24-hour operating hours.
This would ensure real-time coaching, material updating, and tasks monitoring to achieve and ensure quality on tasks to hit and succeed in goals set in a daily and hourly basis.
The daily operation of the call center is highly fast paced with processes regularly updated/changed.
EZ Outsourcing Solutions’ Team Managers also perform analysis of the work volume and give recommendations regularly to HQ.
Recommendations normally include:
- Database improvement for the customer support team, virtual assistant administrative support, technicians, and customers.
- Streamlining processes relating to customer and technician interactions.
- Data forecasting for when and where manpower is needed.
With EZ Outsourcing Solutions, the company is able to deliver excellent customer and technician experience, taking care of their partnerships and multiple verticals.