Ambs Call Center

BACKGROUND

Please describe your company and position.

I am the Co-Owner of Rio Grande Hospice LLC

Describe what your company does in a single sentence.

We provide 24/7 in-home hospice care.

OPPORTUNITY / CHALLENGE

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

• Fast response to patients and their families
• Easy to use service
• Phone calls always answered by a live person

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
• Great culture fit
• Good value for cost

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

We needed an answering service contract set up quickily. AMBS was able to give us info and a demo within a few days to meet our schedule. They got our account up and running and taught us how to use their services with time to spare. They have great customer service and follow-up!

RESULTS & FEEDBACK

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

AMBS has all of the services and reporting we need. They were able to provide what we wanted within the required timeframe. Their pricing was within our budget. They have great customer service and follow-up!

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

The reps from AMBS communicated every step of the way. This was the easiest contract we've ever set up. They are easy to reach and respond immediately. Amazing service!

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

• Virtual Meeting
• Email or Messaging App

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

They truly value and provide customer service. The value for all they provided came at a very reasonable price.

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

Everything has been smooth. No issues so far.

BACKGROUND

Please describe your company and your position there.

IMPACT is a digital sales and marketing agency focused on teaching and education our customers how to become the best inbound and digital content (written, video, etc.) creators in their industries to power their sales growth. My role in the organization is to drive innovation and growth of our organization through the voice of the customer.

OPPORTUNITY / CHALLENGE

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

Most of the incoming calls that we receive were, and still continue to be unsolicited telemarketing calls and sales calls which has been detrimental to the availability and productivity of several of our team members who are stuck navigating those calls. Therefore, we wanted to protect the time of our team members and work with an outsourced company to do so.

What were your goals for this project?

Our goal was to free up the time of our team members who were spending hours each day answering the phone. At the same time, we wanted to represent our brand well with a professional and caring service.

SOLUTION

How did you select this vendor?

AMBS Call Center has been a client of ours for a number of years, and when it came time to consider what service and company we should go with, it was only natural to include them as part of our review process. Having known their team, business model, and types of clients that they serve as part of our working relationship for so long, it was clear there was a great needs and culture fit between our organizations.

We like working with businesses that are like us: incredibly friendly, professional, caring, flexible, transparent, and can move as quickly as we do. Also, the fact that they're representatives are 100% based in the US was a major deciding factor for us.

Describe the project in detail.

Integrating their services was fast an easy. They have a tried and true way of aligning with how we do things here as part of their onboarding program. We're currently using their call answering and transfer switchboard services on a monthly basis and it perfectly matches the flexibility that we need.

What was the team composition?

AMBS has very well-staffed team and there's never a worry on our side that our phones won't be answered by a qualified, professional individual.

RESULTS & FEEDBACK

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

It's allowed the team members that used to have to spend time answer calls to reinvest their time into more important areas of the business, helping to not only push the company forward, but also advance their careers in other ways. This is clearly visible as we track our team members monthly priorities and progress towards their goals. This is exactly what we were hoping to achieve as a major part of our relationship with AMBS.

How effective was the workflow between your team and theirs?

Onboarding was quick and easy and we knew the steps we had to take to get started. We met a few times at the beginning of the relationship to review our call metrics, and the right monthly plan was selected, and script was developed very shortly thereafter.

What did you find most impressive about this company?

The process between the initial purchase to getting where we needed to be as an organization was frictionless. There are so many friendly faces at the company, you feel more like they're an extension of your own team as opposed to a "outsourced vendor."

Are there any areas for improvement?

Can't think of anything.

BACKGROUND

Introduce your business and what you do there.

I’m the emergency preparedness coordinator in the Barry-Eaton District Health Department, a public health service that serves two counties in Michigan. We provide a wide variety of services, from restaurant food safety inspections to the Women, Infants, and Children (WIC) nutrition program. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ambs Call Center?

We needed a way for the public to contact us on weekdays between 5 PM–8 AM, weekends, and holidays.

SOLUTION

What was the scope of their involvement?

Ambs Call Center is our after-hours answering service. When someone calls us on weekday evenings, weekends, and holidays, they’re automatically redirected to Ambs Call Center’s line. The Ambs Call Center representative records the caller’s information and a brief message in the call log. The rep asks different questions, depending on the issue; for instance, if someone is calling about a bat in their home, the rep asks if anyone was bitten. If necessary, the rep follows our phone tree to reach one of our health department representatives.

What is the team composition?

We don’t have a main point of contact. We generally call and speak to whoever is available. The entire team is very reliable and knowledgeable.

How did you come to work with Ambs Call Center?

I’ve only been with the Barry-Eaton District Health Department for a year, so I’m not sure how the partnership came about.  

How much have you invested with them?

We’ve spent somewhere in the range of $10,000–$50,000.

What is the status of this engagement?

My company began working with Ambs Call Center in 2017, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The public is more secure in their ability to reach us at all hours, which has fostered greater trust in the health department.

How did Ambs Call Center perform from a project management standpoint?

A receptionist from my team does a routine call on the first Monday of every month to ensure that the line is still active. We primarily communicate with them via email. My team lets them know when we will be closed for holidays; if we forget, Ambs Call Center is good about following up and asking whether we’re observing an upcoming holiday, and if they should plan to have their line available that day.

What did you find most impressive about them?

Ambs Call Center’s reliability is impressive. We can always call them, and someone picks up within one or two rings. It’s great to know we have such reliability, not only for ourselves but also for the public.

Are there any areas they could improve?

Everything has been great. It would be helpful to get more thorough documentation in the daily reports that they provide to us. However, if we ever have questions, we can call Ambs Call Center and get the information that we need, since they keep great call logs.

Any advice for potential customers?

They have a lot of capabilities and can accommodate companies of different sizes. You should determine ahead of time what you need from Ambs Call Center and who within your company will communicate with them. Establish a phone tree right away.

BACKGROUND

Please describe your company and your position there.

I’m the president of Lammers Heating & Air Conditioning, Inc., a full-service mechanical contractor. We provide 24-hour residential and commercial service, repairing and replacing all levels of heating and cooling equipment.

OPPORTUNITY / CHALLENGE

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

Since we offer 24-hour services, a reliable call center is an important asset to us. We hired AMBS Call Center to provide real-time customer service.

What were your goals for this project?

We wanted to better serve our customers with a live answering service, rather than a pre-recorded message.

SOLUTION

How did you select this vendor?

We looked at local providers and narrowed our choice down to AMBS Call Center; we felt they were best-equipped to handle our needs.

Describe the project in detail.

AMBS Call Center handles all of our incoming calls on weekends, holidays, and after 5:00 PM on weekdays. They provide customer service.

What was the team composition?

I’ve engaged with AMBS Call Center’s representatives.

RESULTS & FEEDBACK

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

AMBS Call Center helps us serve our customers as efficiently as possible.

How effective was the workflow between your team and theirs?

Their representatives quickly send call information to our service technicians, and they ensure that our techs receive the information.

What did you find most impressive about this company?

AMBS Call Center efficiently sends information to our service technicians and reporting to me. Their representatives are easy to work with. We’ve never received negative customer feedback regarding AMBS Call Center.

Are there any areas for improvement?

At this point, I don’t.

BACKGROUND

Please describe your company and your position there.

I’m the VP of a full-service floor covering store for commercial and residential customers. We offer sales and installation of flooring, countertops, window treatments, area rugs, carpet cleaning, wood refinishing, and 24-hour water restoration.

OPPORTUNITY / CHALLENGE

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

We needed to provide immediate responses for our 24-hour water emergency customers. We didn’t want them to just leave a message and hope for a response.

What were your goals for this project?

We wanted our customers to be greeted by a live person that can take their requests and direct the call to the appropriate person depending on the issue.

SOLUTION

How did you select this vendor?

I heard about them from the Jackson County Chamber of Commerce. They offered a solution that was very affordable.

Describe the project in detail.

They set up our telephone system to forward the calls that come in after hours to their office. They walked us through a set of questions and designed a process flowchart depending on the customers’ answers to the questions. We tested the process for a month and then readjusted as needed.

What was the team composition?

We’ve interacted with their sales team, technical team, and the phone operators, all of which seem to be well-trained and on the same page.

RESULTS & FEEDBACK

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

Within the first month, we were able to book jobs that we would have lost otherwise, which has more than paid for years of their monthly price.

How effective was the workflow between your team and theirs?

They’re very professional and prompt. We get a consistent service from all their members.

What did you find most impressive about this company?

The level of training for each employee is remarkable. Everyone that we speak to seems to have been briefed on our business, which is important for serving our needs. Their price is also impressive. There’s no way we could replicate what they do for what they charge. One client that calls after hours pays for an entire month of their services.

Are there any areas for improvement?

No. AMBS works exactly as promised and delivers a consistently professional service every time.

BACKGROUND

I am the Office Manager of Riverland Property Management

We are a full service residential property management company.

OPPORTUNITY / CHALLENGE

• Get metrics on afterhours calls
• Never miss a callback opportunity

SOLUTION

Online Search

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

2-5 Employees

We wanted to track metrics on after hours calls for leads, maintenance emergencies, etc. AMBS had helped us begin that process by providing detailed call reports and adjusting our call needs as we figure out what we need.

RESULTS & FEEDBACK

We now have numbers for after hours calls. 

They have delivered everything we have needed in a timely and diligent manner.

Virtual Meeting

How quickly they got us on board and our service started 

No feedback at this time.

BACKGROUND

Please describe your company and position.

I am the CEO of a software company

Describe what your company does in a single sentence.

Software company providing solutions for Omnichannel fulfillment and warehouse management software.

OPPORTUNITY / CHALLENGE

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

• Handle after hours calls

SOLUTION

How did you find Ambs Call Center?

Other

Why did you select Ambs Call Center over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

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

Handled after hours calls and directed these calls to our team as appropriate.

RESULTS & FEEDBACK

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

Calls are always handled in a timely and professional manner

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

Project managment was organized and professional

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

Email or Messaging App

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

Great customer service

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

none

BACKGROUND

Introduce your business and what you do there.

I’m a tech support engineer at Privatel Incorporated, a telecommunications services provider. We offer video, data, Wi-Fi, VoIP, IPTV, and network management services to institutions such as colleges, hospitals, hotels, and senior living communities across 15 states.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ambs Call Center?

We needed help covering our after-hours and weekend customer support.

SOLUTION

What was the scope of their involvement?

Ambs Call Center now answers all our calls on weekends and after hours. The team also provides daily reports.

What is the team composition?

We work with 2–5 teammates from Ambs Call Center.

How did you come to work with Ambs Call Center?

We found Ambs Call Center through an online search. We chose them over other options because they had high ratings, their pricing fit our budget, they offered good value for the cost, and their company values aligned with ours.

What is the status of this engagement?

We started working with Ambs Call Center in September 2023, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Ambs Call Center has answered many calls, and their work is ongoing. The team has improved our overall production.

How did Ambs Call Center perform from a project management standpoint?

Ambs Call Center's project management is great, and they deliver on time. We communicate via virtual meetings.

What did you find most impressive about them?

Ambs Call Center has good people.

Are there any areas they could improve?

No.

BACKGROUND

Please describe your company and position.

I am the Owner of Kimberly Keiser & Associates

Describe what your company does in a single sentence.

We provide outpatient mental health counseling.

OPPORTUNITY / CHALLENGE

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

• A 24-hour call center to answer patient calls.
• Excellent customer service representing the company.
• Dependability with serving patients when providers are out of the office.

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
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Ambs Call Center were assigned to this project?

2-5 Employees

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

AMBS provided call center support for answering patient and vendor calls while our providers are with patients or out of the office.

RESULTS & FEEDBACK

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

Excellent patient coordiation and support of our providers. 

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

Yes, Aaron and his team are outstanding! 

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

Email or Messaging App

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

The customer service is above and beyond!

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

Nothing I can think of - I've always been 100% satisfied!