AnswerConnect

BACKGROUND

Introduce your business and what you do there.

I’m the marketing associate for a tech company that sells team collaborative software.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with AnswerConnect?

We had an influx of calls coming in and weren’t able to handle them, so we decided we needed to outsource to an answering company.

SOLUTION

What was the scope of their involvement?

Their virtual receptionists answer calls on our behalf. They screen callers, qualify leads, and book appointments. At the beginning of the project, we worked together to create a script to outline how we wanted their agents to answer our calls.

What is the team composition?

I’ve worked with an account executive, but I’m not sure how many virtual receptionists handle our calls.

How much have you invested with them?

We spend $289 a month (approximately $1,800 in total).

What is the status of this engagement?

The project started in October 2020 and the project is ongoing.

RESULTS & FEEDBACK

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

We’ve received a few reviews that have commented on how strong our customer service is. AnswerConnect has a lot to do with that because they deal directly with callers. They offer a very personalized and custom solution.

How did AnswerConnect perform from a project management standpoint?

When we were setting up our account, they had a lot of questions for us. If we ever need them, we just need to call or shoot them an email.

What did you find most impressive about them?

They’re very organized. Their team works together to deliver the best possible customer service.

Are there any areas they could improve?

I think they’re doing pretty well and I don’t see anything they need to improve.

Do you have any advice for potential customers?

You can save money on labor costs by outsourcing. AnswerConnect has been in business for over 20 years, so they clearly know what they’re doing and have all the tools you need to be successful.

BACKGROUND

Please describe your company and your position there.

Law Firm. Partner.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire AnswerConnect?

Receptionist/Answering service

What were your goals for this project?

Have a pleasant buffer between attorneys and clients when they call

SOLUTION

How did you select AnswerConnect?

Reviews and cost

Describe the project in detail.

we needed a receptionist

What was the team composition?

They answer the phones at prescribed times with a script that we worked on with them and continue to tweak as needed.

RESULTS & FEEDBACK

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

Clients find the receptionists pleasant, and it helps with our productivity as we can choose to decline a phone call and have a message taken to prioritize later.

How effective was the workflow between your team and theirs?

very effective

What did you find most impressive about this company?

how easy it is to change the script as needed. It is also impressive how easy it is to get someone on the phone to help when an issue arises.

Are there any areas for improvement?

no

OPPORTUNITY / CHALLENGE

Why does your company use Business Process Outsourcing services? Did you use to handle these needs in-house?

We use this service because it is unique and easy to use.

What is the volume of inbound calls your company was handling per day?

We receive calls 24 hours per day, 7 days per week.

What were your company’s goals for the partnership with this service provider?

The service gives me an easy way to manage our volume of calls without having to invest in additional staff.​​​​​​​

SOLUTION

What does this service provider provide for you on a normal basis?

They provide me with a very useful and helpful service.

Could you describe this service provider's pricing structure and how they bill you?

It is good value for the money.

How did you find and select this service provider?

I found them online.​​​​​​​

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

Their work is innovative and good to use.

How much time and money do you estimate that this service provider saves you each month?

They save me 5 days and $500 a month.

Based on your experience, what takeaways can you share about working with this service provider?

It is a good service for us to use.​​​​​​​

What do you think are the strengths of this service provider?

They are easy to use.​​​​​​​

Where do you think this service provider can improve?

They could offer more deals.​​​​​​​

OPPORTUNITY / CHALLENGE

Why does your company use Business Process Outsourcing services? Did you use to handle these needs in-house?

We use them for better quality.

What is the volume of inbound calls your company was handling per day?

5000 per day.

What were your company’s goals for the partnership with this service provider?

Our goal was to offer the best service.

SOLUTION

What does this service provider provide for you on a normal basis?

They provide us with better quality service.

Could you describe this service provider's pricing structure and how they bill you?

The billing is monthly.

How did you find and select this service provider?

We found them through Google.

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

They provide excellent work.

How much time and money do you estimate that this service provider saves you each month?

$3000 per month.

What do you think are the strengths of this service provider?

Their strengths are their quality and service.

OPPORTUNITY / CHALLENGE

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

We require inbound services to appease our customers who call with inquiries. We handle some calls in-house.

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

We were having about 250 inbound calls a day. I was answering 75% of them.

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

Our needs change quite often with AnswerConnect. Overall, we needed to have a reliable and fast service, as well as efficient customer service.

SOLUTION

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

They handle customer phone calls.

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

It is a long-term need, so we use package deals. They bill monthly online and I feel their prices are reasonable.

How did you come to work with this service provider?

I discovered them through a personal referral.

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

They offer great services, although the quality is average.

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

We save an average of $500 a month.

RESULTS & FEEDBACK

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

They are a decent and affordable company, but their services could improve.

What are the service provider's strengths?

They are affordable and provide good customer service.

How can the service provider improve?

The quality of their answering services is their strength.

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

The partnership began June 2017 and it is ongoing.

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

I’d say it is a yearly amount of $1,000 to $4,999.

OPPORTUNITY / CHALLENGE

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

This is because it helps me and my employees solve problems or curiosities.

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

They are handling a large percentage of our total calls. I would guess it's about 75%.

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

We need a quick response to any needs that may exist in the company.

SOLUTION

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

Offers me a first-class service which is meeting my needs at the moment.

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

Their billing is quick and easy, their prices are good.

How did you come to work with this service provider?

By means of publications on television, I seemed to be interacting and contacted them because the offer looked good.

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

The attention to the client is very fast and they offer services that are adapted to any needs.

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

I think approximately $200.

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

N/A.

RESULTS & FEEDBACK

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

Is a special service that offers varied answers to diverse needs that help the progress of your company.

What are the service provider's strengths?

It is a fast service.

How can the service provider improve?

For me, it's perfect.

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

We have been with them for about 4 years.

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

Somewhere between $200,000 to $999,999.

OPPORTUNITY / CHALLENGE

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

The inbound service is a way to provide a more efficient service to the customer and to follow up on each request.

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

215 are serviced daily and I handle 42% of the calls.

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

Our goal was that customers are in the hands of a team of experts with friendly, optimistic customer service professionals ready to impress callers and deliver their messages throughout the day.

SOLUTION

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

AnswerConnect handles voice messages and all kinds of dating activities in our agenda with data of the applicants.

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

We structured the billing for each service rendered during the hours throughout the 365 days of the year. It is a comfortable and agile way to pay.

How did you come to work with this service provider?

We met them through the recommendations of other friends who use this service.

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

Having a great call center helps puts my small business on the road to success and gives us an instant 24/7/365 customer service at much less than the cost of internal employees. Whether our clients are around the corner or around the world, we have everything covered.

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

35.

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

22%.

RESULTS & FEEDBACK

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

We have a very fluid and permanent relationship. For them, each record is a treasure for the benefit of our company.

What are the service provider's strengths?

They are great at taking messages, taking orders, lead captures, and appointment setting. They are also strong in email, chat, and access to the website.

How can the service provider improve?

It's very good so far.

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

2015 - Ongoing.

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

$10,000 to $49,999.

OPPORTUNITY / CHALLENGE

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

It cuts down on employee and labor costs.

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

400 calls per day on average.

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

Our goals were to cut out telemarketers and save time answering sales calls.

SOLUTION

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

They provide a great service that is always up and functioning.

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

We do a yearly contract that costs about $1700 per year including all 6 lines we use.

How did you come to work with this service provider?

We actually found them through a web search.

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

They are very professional and answer calls very effectively.

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

Approximately 50-100 man hours.

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

About $4000 - $5000.

RESULTS & FEEDBACK

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

I would expect nothing more from a company that provides this type of service.

What are the service provider's strengths?

Their strengths are their quick response and professional nature.

How can the service provider improve?

Nothing at this time.

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

2016 - Ongoing.

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

$1,000,000 to $9,999,999.

OPPORTUNITY / CHALLENGE

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

It's a year around need. The volume of calls is unpredictable and we need a reliable answering service.

How many inbound calls did your company handle every day?

The volume is 35 calls per day.

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

We wanted to have our inbound calls answered in the proper timeframe.

SOLUTION

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

They are our answering service and direct the calls.

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

We have a yearlong agreement with them and have tiered pricing based on call frequency.

How did you come to work with this service provider?

They came from a referral from a colleague.

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

So far, it's been good.

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

They prevent potential lost revenue.

RESULTS & FEEDBACK

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

Our customer satisfaction has gone up.

What are the service provider's strengths?

The calls are answered in a timely manner. Calls are directed to the right person.

What areas can the service provider improve?

There are no improvements.

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

We have worked with them for 10 years.

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

The cost is $10,000 to $49,999.

OPPORTUNITY / CHALLENGE

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

We needed AnswerConnect for our security team.

How many inbound calls did your company handle every day?

There are 60 calls we receive per day.

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

We needed a service provider we would like and who could provide good customer service.

SOLUTION

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

They provide support-based services.

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

We have a contract going on with them.

How did you come to work with this service provider?

I searched the internet for information and decided to connect with them after finding them there.

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

They have the ability to handle a high capacity of work.

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

I save an estimate of 40% of time and money.

RESULTS & FEEDBACK

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

I have enjoyed working with them.

What are the service provider's strengths?

Their customer services are great.

What areas can the service provider improve?

Not at the moment. I like working with them very much.

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

We've been working together for four years, since 2013.

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

Our costs are range from $50,000 to $199,999.