client review

Feedback was good and consistent.

Benjamin Sobotka Avatar
Benjamin Sobotka
North America Marketing Analyst
Call Center Services
client industry
Industrial Printer Manufacturer
project summary
Callbox provides ongoing call center services for an industrial printer manufacturer. The team handles accounts requalification. They also record all the data found and send it to the client once weekly.

Opportunity / Challenge

For what projects/services did your company hire Callbox?

We have a database of accounts and contacts, many of which are sitting stagnant and are not being actively called on. A lot of these accounts have not been touched in so long that the information we have on them in our database is likely incorrect or out of date. We wanted to use Callbox to requalify these accounts and contacts and make sure that the data we have on them is still correct, and if not, to get the correct data so we could upload it into our database.

What were your goals for this project?


How did you select Callbox?

They are a company that we have used before in other regions besides our North America region that I am responsible for, and we already had a rapport with them so we decided to do a pilot project with them to see if it would be successful for NA.

Describe the project in detail

I sent Callbox a list of accounts and contacts from our database that we wanted them to call through and requalify. Callbox then would research the accounts using tools like LinkedIn and Google, and call in to these accounts and contacts to verify the information. They would record all the data they found and send it back to me in batches, once a week.

What was the team composition?

Mitos Aguadera and Patricia Bulos were my two main points of contact at Callbox. Feedback was good and consistent; for the first few months of the pilot we were meeting on a weekly basis to review results and make adjustments as necessary. Eventually, we stopped these meetings because we got into a good flow and didn’t need that feedback as often.

Results and Feedback

Can you share any outcomes from the project that demonstrate progress or success?

Since the project began in October 2020, we have seen over 120 additional leads come through our internal sales team that are directly attributable to Callbox’s efforts; we have also had around 5,000 accounts requalified and put back into our regular rotation of accounts to be called on by our internal sales team.

How effective was the workflow between your team and theirs?

All communication was handled via e-mail or through Microsoft Teams calls. Requalified data was sent back to me on a weekly basis, although the day of the week I would receive it was never entirely consistent. Based on our cadence for providing the requalified accounts to our sales team to call on though, this inconsistency was not a big deal.

What did you find most impressive about this company?

I was surprised at how reliable the data we got back was — our sales team loved working through accounts that had been requalified by Callbox because it was pretty much guaranteed to produce leads at a better rate than the average campaigns we normally run.

Are there any areas for improvement?

The first couple of months of our pilot period were frustrating because I felt I had to repeat myself several times when trying to communicate our expectations and desires to the Callbox team. However, we eventually got past this and were able to find synergy with one another.

Also, the initial pilot period was only supposed to last three months — October 2020 thru December 2020. It ended up going all the way through mid-May of 2021. This wasn’t a huge deal as ultimately we got the data that we paid for, but the length of time was well outside the time period initially quoted.

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