Porch is a website that connects homeowners with local contractors. Porch features advice, cost estimates and booking for 160+ common maintenance improvement projects, including moving services.
Porch faced challenges regard existing agent's speed and accuracy in sending a certain number of text messages per day in response to online requests. Potential customers were left waiting too long, which led to frustration and imperfect experiences.
FTO tackled these challenges by onboarding a team of dedicated, dexterous agents who can type 60 wpm or faster. FTO provided each agent with smartphones to ensure response rates are speedy and accurate. We also knew it was critical that humans - not bots- reply to each incoming text message.
The result: Faster responses, better accuracy and efficiency, and improved customer experiences -- and more than 11 million additional text responses within only two years.
“ FTO’s quick responses and dedicated agents were so easy to work with. I’m thrilled we brought them on."
Porch Group is a family-owned business, and we still rely on our fundamental core value of family. We strive to treat our customers like family and extend that same spirit to our employees. The FTO agents felt like an extension of our core values, and they were so incredibly easy to work with.”
Top staff, dedicated to your success
Our people become your people. FTO's award-winning call centers help teams get more done in these areas:
By phone, email, chat or text — our agents resolve 98% of customer calls on first contact.
Billing, payments, bookkeeping, data entry, transcription and insurance claim processing with the industry’s lowest error rate (<0.6% on average).
Lead generation, appointment setting, and related data entry can help your sales team connect with qualified leads.
Technical support for customers or employees, with an option to refer complex issues to a US-based call center.
Claims processing and management, including filling missing information, data validation, and justification