XACT

XACT provided call center services for Udacity, an online education company. The main goal was to explore the option of leveraging phone as a top-of-the-funnel experience. XACT handled inbound calls from customers just entering the Udacity funnel, answering questions about the company and its courses. They also tried to keep customers engaged when they called to cancel their membership. The team worked with an average of 10 people at a time, including a trainer and two infrastructure specialists. The engagement started in January 2020 and is ongoing, with plans for further growth due to the success of the program.

For VENU+, an arts, entertainment, and music company, XACT provided call center services. The objectives were to answer calls when the in-house staff was busy, capture reservations, document escalations, and provide excellent customer service. XACT acted as a third-party call center, taking care of customers when the in-house staff was busy. They helped guests with reservations, provided information on equipment, and used the company's system to take payments and notify operations for equipment delivery. The project involved 2-5 XACT employees.

XACT provided back-office and customer service for 4AllPromos, a promotional products company. The goal was to rapidly scale the customer service team with top-tier talent, gain flexibility in staffing during slow/busy times, and elevate the overall customer experience. XACT provided customer care, acting as an extension of the in-house team. They handled inbound customer inquiries, order status updates, and post-sale assistance through phone, email, and chat. Key deliverables included rapid hiring of top talent, responding to constantly changing business needs, creating a comprehensive onboarding process, and strong collaboration with the internal team.