Their journey with previous service providers was fraught with inefficiencies and exorbitant costs, with a monthly phone bill routinely reaching up to $32,000. Since incorporating MightyCall’s call center software, their team has seen unmatched progress, able to reach 4 times more people while paying 10 times less than they would with different call software.
We sat down with Jason Elsen, the CEO of Black Creek Management, to explore the company’s unique call center challenges and their journey with MightyCall.
Auto dialer
An auto dialer automatically starts calls using a preloaded contact list. This means agents don’t have to spend time manually dialing prospects, which lets them focus on the more important things: solving problems and building individual approaches to every customer interaction.
Auto dialers are vital for businesses that need to scale their calling capabilities, which is particularly true of Black Creek Management, where every second matters.
MightyCall created a SIP trunk [for us], which they didn’t have, and they were willing to say, we’ll get it done for you in X amount of time. And they did it. They made it happen. And now our dialer and our CRM connect through the SIP trunk to MightyCall, giving us the opportunity to generate a lot of minutes.
Auto dialer implementation ensures minimized agent downtime for Black Creek Management, which has helped maximize the number of calls they handle and improve the call center’s overall performance. This uptick in call volume means more prospects are reached and more deals are sealed. Jason commented:
We went from doing roughly 1300 inbound calls a day to taking roughly 4400 calls a day now. We [did] around 8000 calls out today. Yesterday [we made] 25,000 calls.
Jason acknowledged that quadrupling the number of calls the team handles has left them somewhat overwhelmed, noting that “Everybody’s kind of on first ring right now.” But despite the challenges that brings, it’s what any call center desires – an growing surge of call generation that leads to high volumes of communication.
Live call monitoring
The best way of tackling business communication challenges is through good tech and better training, another area where MightyCall shines. Black Creek Management uses the live call monitoring feature in MightyCall for this purpose, with Jason describing how they leverage it for agent growth:
We listen live with MightyCall, but we can take over the call if we want from the agent and we can barge in and tell the agent so that the client gets here or tell the agent, ‘Hey, say this, say that’. Or if the agent, which I’ve never had, but if agents are ever rude or just having a bad day, we could basically just take the whole call from them and disconnect the agent.
Call assurance is a wide-ranging topic, as there are a number of ways to manage it, live call monitoring just one among them. That’s why the Black Creek Management team also takes advantage of post factum checking, which is possible thanks to call recording:
We have supervisors that listen to calls. We mix it up based on the model: in the first, we’ll pull every 10th call and we’ll spot check them, make sure that the calls are clean and talking to the people that we’re supposed to be speaking to. And then on the second call, every fifth call we spot check on the third or every 20th call, and so on. And we just go through the line, we spot check every call and make sure that everybody is treated well. And my whole attitude is kill them with kindness.
Combining live call supervision and call recording helps cover the gaps of any single approach and delivers an ultimate call assurance solution for Jason’s team. You can’t survive in the business world without excelling in quantity or quality, and you can’t thrive without excelling in both. Black Creek Management, handling tens of thousands of calls a week in a traditionally difficult industry and delivering excellent service, is proof of that.
Saving thousands with MightyCall
Call center solutions are expensive, as lots of equipment and talk minutes can quickly run up bills. How much are we talking? Jason was able to provide specific numbers:
We were using another dialer in the States. It was rough. My phone bill at one point was $30,000 a month. With the use of MightyCall, from the dialer they helped me create to the minutes they’ve been able to give me, I’ve been able to get my bill down to around $2,800 a month. From $32,000 to $2,800 dollars a month.
Here at MightyCall we routinely hear that our pricing is a big reason why customers choose us, but talk isn’t just talk, we actually help businesses get the same level of business phone system for less. After all, MightyCall was designed for small and medium businesses, which is the main reason we keep the pricing affordable. Communication and reaching customers is hard enough in 2024 as is without your phone provider trying to jack up prices.
Black Creek Management pays 10 times less using MightyCall while still getting access to the most advanced features and top-notch customer service in the industry, which is what keeps hardworking owners like Jason happy.
I believe I have over a half million minutes. If it was a half million minutes in [another company]. I’d probably be paying roughly $60,000 a month for that.
Jason has been in the business long enough to analyze business expenses and study margins, so he knows when he sees a great deal. By beating competitors on price, MightyCall helps businesses deliver without feeling a cost crunch.
Best customer service
Business isn’t just business on paper, it’s finding the right people to work with.
MightyCall has made it a habit to get consistently rave reviews about our customer service. Our Sales and Support teams led by Vishal and Karina are some of the best in the industry, understanding that any company needing a business phone system also needs a great partner in communication.
For Jason, having such smooth interactions with the MightyCall team was a deciding factor in choosing us to partner with.
We were using a more expensive company and MightyCall was just a standard phone company that was taking our inbound calls and I think we’d been using [MightyCall] for roughly two years or so. And [MightyCall] has grown a lot over the last two years, and they were able to handle all of my needs. And I’m just like, ‘Why am I paying these people who are rude, you know, disrespectful, expensive?’ When I can work with the amazing people over here, I’d rather work with MightyCall and their amazing team than somebody that’s going to cost me more, unable to get a hold of and is just not nice.
We are collaborative and driven to help our customers achieve their goals at all costs. Selling a subscription service means managing an ongoing relationship with customers and empowering their growth, a mindset that fuels our team to build meaningful connections with our users.
Bottom line
MightyCall is a devoted call center player with a set of top-notch features, affordable pricing and super friendly customer support, but what’s the main outcome most businesses are looking for? An increase in profit, another success Black Creek Management experienced:
MightyCall helped me financially. If you want to expand, [MightyCall] can help you expand. If you want to implement AI and things like that to reduce your overhead costs, MightyCall can help you do that as well. And in my case, that’s kind of what I needed was less people, less overhead. And with MightyCall, they were able to help me do that. They were able to make me see a lot more profit than I would have had going the other way.
Conclusion
Looking into the future, Jason is optimistic about his continued partnership with MightyCall. He told us:
It’s been a great adventure so far, and I hope it continues and continues. I’m a loyal customer, I like having the guys I work with on a first-name basis.
MightyCall’s commitment to enhancing communication and collaboration for Black Creek Management has not only solved logistical challenges but has also forged a partnership that is poised for future growth and success. As Black Creek Management continues to expand its reach and refine its operations, MightyCall remains a pivotal element in their journey toward unprecedented success in the collection industry.
They [MightyCall] will make the call center fit to your needs.
Black Creek Management’s case study is a powerful testimony to how tailored communication solutions can transform a business’s operational dynamics and financial health. MightyCall’s role in facilitating more effective communication practices and reducing costs has been instrumental in boosting the success of so many companies, and by doing so with affordable, easy-to-use solutions for businesses big and small, we’re reframing what business communication can look like.
