Managers Share Secrets of Success

CS: Happy with your overflow contact center?
Schneider: Absolutely. We’ve been using Donnelly Communications for about five years now. Donnelly’s reps use the same call scripts that our in-house reps use, so it’s a seamless customer experience. They train their reps for us.

CS: What advice can you share with other catalogers who are shopping for a call center?
Schneider: I monitor [Donnelly’s] calls regularly, and offer feedback when it’s needed. We have direct contact daily with their managers. Communication is key. They’re willing to listen to us, and vice versa. They’ve had to keep pace with us and our technology upgrades, and they’ve done that. In fact, five years ago we didn’t have an IT department in the traditional sense, and Donnelly helped us with our call center technology needs. We’ve grown with them.