SureCall

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SureCall is a call service agency headquartered in Calgary, Canada, with an office in Denver. Since 1982, their team of fewer than 250 has offered voice and non-voice BPO/back-office services to clients ranging from small businesses to enterprises. Call center services include answering, telemarketing, and other inbound services. Their BPO services focus on customer service, data entry & processing, and other back-office services.

Client Insights

Industry Expertise

Consumer products & services

30%

Non-profit

30%

Business services

20%

Energy & natural resources

10%

Financial services

10%

Client Size Distribution

Small Business (<$10M) 30%

Midmarket ($10M - $1B) 40%

Enterprise (>$1B) 30%

Common Project Size

<$10K 2 projects

$10K-$49K 2 projects

$50K-$199K 1 project

Clients

  • Sofina Foods Inc.

Highlights from Recent Projects

Overall Rating

4.9
7 Reviews

SureCall has been providing voice services for a city government organization since October 2016. The client required a service to handle phone communication during non-working hours. SureCall stepped in to address urgent member needs, such as account access issues and after-hours support. The team, led by the Client Experience Representative, Marcella, provided professional and timely solutions. The client has been investing about $140 per month for this service.

For an advertising and marketing firm, SureCall provided phone-based customer service for a Costco consumer rewards program. The firm found SureCall through an online search and chose them for their high ratings, budget-friendly pricing, great culture fit, and aligned company values. SureCall provided a full staff dedicated bilingual team for 24/7 phone and email support. The team also provided customized reporting thrice a week, and their scope also included resolution of submission issues, receipt validation issues, and other exceptions.

A pizza chain in Northern Alberta engaged SureCall to handle all their takeout and delivery orders that happened over the phone. This was due to the dense population and the complexity of delivery routes in the Edmonton area. SureCall worked with the client and a team of developers to create an order management platform. Even though the initial development company went bankrupt, SureCall stepped in to redevelop the UI and backend system and trained the client's team to use the system. The client spends between $40,000–$50,000 a month on SureCall's services, and the partnership has been ongoing since May 2013.

Timeliness

4.9

Service Excellence

4.9

Value

4.6

Would Recommend

4.9