What Clients Say

View Mark Newhall, Vice President of Strategy at Corporate Express, video below as he talks about his company’s partnership with PowerHouse for the consolidation of 28 Call Centers into a new state-of-the-art Customer Experience Center.

“Thank you for a job well done on your analysis of our customer contact issues. I have hired a lot of consultants over the years and rarely have I gotten such a rich and detailed analysis of an issue. We will stay in touch as we move forward to centralize our customer contact.”

“I am writing today to thank you and your team for the work you have helped us with in our Contact Center. All indicators are we are on a new trajectory; our service levels are up, our abandonment has dropped from double to single digits, our speed of answer has gone down, and we are producing much more consistent results. Our representatives are actually excited about the changes and they are responding very positively to their newfound success. It was great to work with folks that understood the strategic, operational, and technical aspects of our Contact Center. We were very relieved to learn our previous technology investments needed only some reconfiguration to best support our needs. We feel we were not only assisted by our engagement with PowerHouse, but educated – empowered to continue to improve our Contact Center positioning and performance based on the thoroughness of your assessment, the subsequent report, and identification of explicit initiatives to undertake. As I said we already see the improvements and remain excited about our continuing work with you as we move through our ‘list.’ Thanks again.”

“All in all, your partnership in this effort helped us to remain focused on delivering the best possible experience to our customers and to our staff. We appreciated your ability to step in and assist in any area of the project that became necessary to keep the entire project on track. The only downside may be that you made it all look so easy, which we are very clear it was not. I feel compelled to once again to thank you and let you know how much we appreciate your professionalism, expertise, and sensitivity to our brand.”

“PowerHouse is a partner in the truest sense of the word. Standing right along side their customers, PowerHouse is built with solid professionals, and genuinely good people. The PowerHouse culture is to really do what it takes to make their customer successful. PowerHouse customers enjoy PowerHouse’s influential and professional standing within the industry which makes PowerHouse’s resources their customer’s resources.”

“Working with PowerHouse helped us to target specific areas of our Call Center for improvement. Our workforce management, quality program, process improvement, and overall ability to effectively utilize data to improve the member experience have all been positively impacted. The relationship has been long-term and yielded extraordinary results — consistently.”

“Now that the Customer Care Operational Review project has reached its conclusion, I wanted to take a moment to express my appreciation for the hard work and dedication you and the staff at PowerHouse put forth during this effort. Every member of your team was focused on the deliverables and regularly displayed their commitment to delivering results … Everyone at PowerHouse was very accommodating when turnaround times were tight and collaborative edits were flying. As project manager, I am very proud of the results of this project and hope you and your team feel the same sense of satisfaction for a job well done. We now have a solid vision and a road map to help us meet our desired goals. We couldn’t have done it without your help… I look forward to the next opportunity to work with your company.”

“…Thank you and your team for all your hard work and dedication in helping The New York Times with our Call Center initiatives. You and your team have successfully helped us to become one of the best operating units within our organization … The results speak for themselves … the attention and focus that your team dedicated to working with our staff was tremendous. We have seen tremendous improvement by all in many aspects of their daily activities. The ongoing support that you have given us after the completion of the project is invaluable. I could go on and on listing the many great improvements we have accomplished with the help of PowerHouse.”

“I want to thank you and the PowerHouse team for the excellent consulting services provided to the National Wildlife Federation … The process of transforming NWF’s Winchester, VA facility from an outdated telecommunications and Call Center technology to a state-of-the-art solution required the expertise and dedication of several PowerHouse consultants. Services rendered by PowerHouse encompassed strategic planning, Call Center solutions, technology assessment, staffing services, and procurement and project management …The final result has provided NWF with a set of telecommunications and Call Center tools that have automated many work processes and focus on supporting best-in-class Call Center operations and management … We couldn’t have done it without you. Again, thank you for being a great partner.”