What MakeSpace came to us for
“Here at MakeSpace, people are trusting us with their valuables — your mother’s nightstand, an enormous TV — things that have real value. We were looking for a way to find a great, outsourced customer service team that could really make our customers feel cared for, while still making it affordable for us as an organization.”
What they tested
Initial Problem: We came to Frontier because we were experiencing a high cost to serve our customers on the support side. We wanted to go off-shore but were nervous about potentially hurting our customer experience. Additionally, we didn't know how to handle the training, hiring, and compliance.
Before Frontier: We tried working with two other BPOs over six months. One was a venture-backed startup and another was a traditional, established BPO. Both of those entities couldn't find talent that executed well and none of the talent they found ending up retaining.
What We Were Testing: Overall, we were looking for a company that could help us keep our cost-per-ticket solved low, while also keeping both our NPS and our team's support rep retention rate high.
Initial Results: We knew that we had found the right partner from day one. Where other vendors had management teams that took a ton of our time in meetings that seem to go nowhere, Frontier's team was lean and direct, proving to be a better partner within the first week.
The Results: Frontier's team of support reps were able to beat out the CSAT and NPS scores of not only the two other teams we tested but even that of our own internal team. Those higher scores, combined with a much lower cost-per-ticket solved rate made the decision a no-brainer.
In addition, Frontier was able to keep seats filled. They had a 92% retention rate which blew the other providers out of the water.