Ambs Call Center

BACKGROUND

Please describe your company and position.

I am the Office Manager of a heating and cooling company

Describe what your company does in a single sentence.

We do service and installations of HVAC equipment. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ambs Call Center to accomplish?

• To answer our phones professionally and relay messages swiftly & correctly.

SOLUTION

How did you find Ambs Call Center?

Online Search

Why did you select Ambs Call Center over others?

• High ratings
• Pricing fit our budget
• Good value for cost

Describe the scope of work in detail. Please include a summary of key deliverables.

Answering our phones when the office is closed and relaying the messages to the correct person. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

AMBS Call Center helped our business by answering our calls when we were not able to be in the office. Ambs Call Center has done an excellent job and has always been helpful when I have had any questions.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They have always responded to any questions in a timely manner. 

What was your primary form of communication with Ambs Call Center?

Virtual Meeting

What did you find most impressive or unique about this company?

They are in constant contact with me. Always checking in to see if there is anything they can do to improve their service. 

Are there any areas for improvement or something Ambs Call Center could have done differently?

None at this time. 

BACKGROUND

Please describe your company and your position there.

Jim Winter Auto Group is a New and Pre-Owned vehicle dealership with Service and Collision Centers along with retail vehicle detailing and Parts operations.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ambs Call Center?

We needed phone coverage after hours for emergency customer issues and after-hours sales and service lead collection.

What were your goals for this project?

100% of our customers now talk to a human when they call into our facility for service.

SOLUTION

How did you select this vendor?

Personal Relationship with owners' families.

Describe the project in detail.

Answering phones and communicating messages or making emergency contact with a member of our staff when necessary.

What was the team composition?

Part time.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We have connected with and made sales to several customers based on information gathered by Ambs.

How effective was the workflow between your team and theirs?

Excellent

What did you find most impressive about this company?

Responsiveness and Reliablilty

Are there any areas for improvement?

None.

BACKGROUND

Please describe your company and your position there.

I’m the owner/operator of Trailer Consignments LLC, a trailer sales and rental business in Lansing, Michigan.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ambs Call Center?

We needed auto-attendant call capture with call routing and voicemail options.

What were your goals for this project?

We wanted to give our clients options to communicate with us, get information, and leave a message.

SOLUTION

How did you select this vendor?

I’ve worked with AMBS with my other businesses. It was an easy choice.

Describe the project in detail.

The project involved providing Ambs with professionally produced auto-attendant messages as Wave (.wav) files from The Production Department, one of my other companies. The process was quite simple.

What was the team composition?

We worked with a single representative from Ambs.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Again, the process was very simple

How effective was the workflow between your team and theirs?

It was a very effective system. I never missed a call, and callers were able to leave messages 24/7.

What did you find most impressive about this company?

They were very good at following up.

Are there any areas for improvement?

None.

BACKGROUND

Please describe your company and your position there.

I'm the chief sales officer at ERA Reardon Realty, with eight offices serving Southern Michigan. 

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire AMBS Call Center?

We hired them for after-hours, weekend, and holiday call coverage. 

What were your goals for this project?

We wanted our after-hours leads to be answered by a live person to boost conversions.

SOLUTION

How did you select this vendor?

AMBS Call Center is local, and its owners are active in the business community.

Describe the project in detail.

They provide call coverage for three offices from 5:30 p.m. to 8:30 a.m. They work Monday through Friday, plus weekends and holidays. They forward calls and leads to around 45 of our agents. 

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

I love that callers get a personal greeting with our company name. It prevents frustration among people who don't want to end up in a voice mailbox. Their scripts are excellent, so all callers get the same experience. 

How effective was the workflow between your team and theirs?

It's excellent. We modify scripts and call flows as situations evolve.

What did you find most impressive about this company?

I appreciate their personal service. We can always review results, give feedback, and modify services.

Are there any areas for improvement?

No. 

OPPORTUNITY / CHALLENGE

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

I never handled this in-house. My firm requires inbound services to foster a more engaging experience with our customers. We find phone communication, rather that text or email, let's our customers know we care about them.

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

We handle about 250 calls per day.

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

Ambs Call Center is a well-known company and has the services we need to foster a more engaging experience for our customers.

SOLUTION

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

They process our orders and answer our calls.

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

This is a short-term need, so we are on an hourly billing structure.

How did you come to work with this service provider?

We researched other companies online and Ambs seemed the most promising for us.

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

They are reliable and efficient in this regard.

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

10 hours and $500 per week.

RESULTS & FEEDBACK

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

No company is as great as AMBS. We love how they have saved us money. Our company has become more profitable since using them and the client experience has improved significantly.

What are the service provider's strengths?

Everything. They are perfect.

How can the service provider improve?

Nothing. I am completely satisfied.

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

We have been together since October 30th, 2012 and it is ongoing.

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

$10,000 to $49,999.