A&A Communications

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

Our customers have an abundant amount of needs when our office is closed, and we need the assistance.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

I’d estimate we were handling 40% of the calls.

What challenge were you trying to address with the service provider?

We needed reliable, quality care for our customers.

SOLUTION

What was the scope of the service provider's involvement?

They provide a few services including answering customer calls, taking orders, contacting other offices, providing basic info, and contacting vendors.

Could you describe the pricing structure and how they billed you?

Our bill is monthly and based on the number of calls.

How did you come to work with this service provider?

We had them on our approved vendor list.

How would you assess the service provider for answering calls, customer service, and communication?

They are usually great but occasionally contact the wrong person. They need more attention to detail.

How much time, in hours, does this service provider save you each month?

I’d estimate that we are saving $1000 per month.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They've improved our productivity and lessened our work load.

What are the service provider's strengths?

They are professional and have friendly customer service.

How can the service provider improve?

They should improve their attention to detail.

How long has your company been working with this service provider?

I would say it has been four years since we began the relationship with them.

How much money do you spend annually with this service provider?

I would say the cost is between $10,000 to $49,999 per year.

OPPORTUNITY / CHALLENGE

Why does your firm need outbound services? Did you use to handle these needs in-house?

We usually handle this task in-house and only use outbound services on occasion.

How many outbound calls did your company handle every day?

Around 100 calls per day is the median. It's around 60-80% of my workload.

What challenge were you trying to address with the service provider?

To be better organized and more efficient with our contact lists, followups, referrals, etc.

SOLUTION

What was the scope of the service provider's involvement?

Everything from lead generation, SEO, marketing, emails, videos, flyers, etc.

Could you describe the service provider's pricing structure and how they billed you?

We're billed on a monthly basis, no contract, and can cancel at any time.

How did you come to work with this service provider?

It was recommended to me by a trusted resource.

How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?

They are very professional and have over 24 years of experience in the industry. Excellent scripts provided. No complaints.

How much time and money does this service provider save you each month?

Hundreds, if not thousands, per month at least. Otherwise, we'd have to hire employees, pay overhead for their workspace, pay for benefits, etc.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They're the only service we've used thus far, and we have no need for any other services out there. Their proven and documented system has saved us a lot of time, energy and money over the years.

What are the service provider's strengths?

Marketing, creativity, and industry expertise.

What areas can the service provider improve?

I honestly don't know. Our needs have been fully met, if not surpassed.

How long has your company been working with this service provider?

We've been together from February 2011 to now.

How much money do you spend annually with this service provider?

Less than $1,000.