Founded in 2024, Wakey Communications is a low-cost, high-quality internet service provider based in Vancouver, BC, with service areas spanning Alberta, Saskatchewan, Manitoba, and British Columbia.
Tanner Gettis, CEO of Wakey Communications at wakeyinternet.ca
With a mission to offer affordable, reliable internet to Canadians, Wakey’s pricing is far below the rates of the national telecom giants. The company is growing fast and relies heavily on tech-forward tools to maintain excellent service while scaling operations.
Trusted solution
Tanner Gettis, CEO of Wakey Communications, is no stranger to MightyCall. He’s been using it across various ventures since 2016 and keeps coming back for one reason: it just works well.
In all my different roles, I’ve always tried to implement MightyCall where I could. And I think the technology has come so far. I even look at how quickly MightyCall releases new updates and new features and so forth. It’s definitely allowed us to scale.
Inside Wakey’s MightyCall setup: key use cases that power their growth
Operating in the telecom industry means expectations are high, both from customers and internally. Here are the main use cases for MightyCall features:
Efficient callback workflows to back chat-based support
Even having chat as a primary point of contact, calling is still invaluable for business communication.
Wakey’s customers actually acknowledge how quick we are to give them call backs. We’re chatting with them on chat, but sometimes it’s easier just to pick up the phone and ask, give that client a quick call. And people are very receptive and very happy with it.
Fast setup and agent onboarding
With MightyCall, new team members are added just as easily, with onboarding made smoother by features like test calls to verify audio quality before agents go live.
With MightyCall you could be up and running in under five minutes. And, it probably takes you longer to fumble through and find your credit card than to set up the platform. It’s super simple.
Supervisor tools: quality assurance and coaching
Whether it’s for monitoring new agents during their onboarding or making sure everything said on the call is correct, live call monitoring comes in handy.
The supervisor barge-in, supervisor listen, that really allows us to scale and ensures that our new team members are giving the correct information. And at the same time, it gives them more confidence of where they’re able to more easily answer a question, especially if someone’s already listening in on our side, just more for quality assurance.
Support for remote teams, even those based in Europe and Asia
In ideal circumstances, you wouldn’t need to contact support, but there can be a number of unpredictable things you might come across, so it’s important to always know there’s a human customer service available to address any issues. This is how Tanner comments on his experience:
We had maybe an employee or two that was in Europe at the time. And I know we had a little bit of a call quality issue, and MightyCall was quick to implement a European Asian server where that traffic would reroute to have better call quality. So, whenever we’ve had to reach out to MightyCall, there’s always been a solution.
Cloud solution with web phone and mobile app
Office call centers stocked with hardware are a thing of the past. Now you can manage a full-scale call center using your computer or even a cell phone. Cloud-based solutions break limits and facilitate implementation, onboarding, quality assurance and reporting processes.
What we’ve really enjoyed about MightyCall is the webphone feature. Depending on where we are, hard phones and desk phones are not always as accessible as we’d like them to be. So having a web phone really allows us to get our people trained up quite quickly, and then be able to actually get them into the queues quite quickly as well.
Custom greetings to notify calling customers
Sometimes businesses have to inform calling customers about a special offer, business hours, or some important information. The Wakey team uses custom greetings for critical situations that can occur. Tanner commented:
We love the custom greetings. Especially being an internet service provider, we don’t like when unforeseen things happen, such as internet outages, that’s quite major. We do post greetings. We do update the IVR where folks can call in and our clients are immediately notified of an outage of some kind and that we’re already working on it.
Handling high inbound call volumes
Inbound call centers should be ready for high call volumes during peak hours. The call routing tools should be ready to handle that without any issues. Thanks to High-availability Seamless Redundancy Infrastructure MightyCall guarantees the stretch in call quantity will go unnoticed for your call center, keeping call quality at its best.
In my prior roles, we’ve had upwards of almost 50 people on our phone queues. And MightyCall has been able to handle all of that traffic.
Clear and affordable pricing
We keep our prices at the lowest level in the industry as we know how important it is for SMBs to not stretch their budget. Our pricing is also transparent so you don’t have to waste your time figuring out the final price.
The MightyCall price point is also a great factor. You could be a startup or you could be an enterprise client with thousands of employees where MightyCall is really good at that scalability. And your price point is communicated the right way.
Just like Wakey, MightyCall values crystal clear pricing with no surprises.
Scalable by design
Any successful business is expected to scale. And the most important idea to keep in mind while choosing business tools is that those tools should scale with your business.
I was messaging Vishal (MightyCall’s Head of Sales) every month, needing more minutes. There were months that we easily hit 20, 30, 40, 50 thousand minutes. We kept hitting the fair use, which again you guys are a great solution. It’s not like you were going to cut off a client or whatnot, but we definitely tested your guys’ boundaries, which is great, which is great for any organization, especially through scalability.
Building Wakey’s team at a fast pace, Tanner and his teams have relied on MightyCall for many reasons as mentioned above, but also for the ability to scale. He knows it from experience: MightyCall works for all kinds of teams—big or small, without needing to hire extra IT resources.
Final word
When asked what he values most, Tanner didn’t hesitate:
It just works. No business today really wants to keep revisiting new solutions every month or year or five years, right? They just want something that works. Something that’s predictable and something that you feel like the company is continuing to earn your business and not taking you for granted. So MightyCall does a really good job of retaining their clients that way.
