Call Center Pros

OPPORTUNITY / CHALLENGE

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

Yes, we did.

What types of work can your internal staff avoid by utilizing a back office service?

Claims processing.

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

To lighten the workload for certain departments.

SOLUTION

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

Data entry and claims processing.

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

We are billed monthly.

How did you come to work with this service provider?

Colleague referral.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

They fulfill the need for services that we requested.

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

About $250,000.

RESULTS & FEEDBACK

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

Definitely work with them. You wil be satisfied.

What are the service provider's strengths?

Their processes and work ethic.

What areas can the service provider improve?

I'm comfortable with all services.

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

Four years.

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

Between $50,000 to $199,999.

OPPORTUNITY / CHALLENGE

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

To provide customer service to our clients.

How many outbound calls did your company handle every day?

About 50%. It's a team effort from the individual to collective level.

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

To attain higher standards of customer service and grow the company further.

SOLUTION

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

They provide us with a communication service between the branches of the company, as well as commercial communications.

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

It is billed based on task completion.

How did you come to work with this service provider?

We found them through an advertisement on social media.

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

Very well done and very rapidly handled.

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

About $1,500 per month.

RESULTS & FEEDBACK

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

They can make your company more friendly and fun, saving a lot of time and money in the process.

What are the service provider's strengths?

They work as an organized team.

What areas can the service provider improve?

By working with social media and new technology.

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

It has been since May, 2015 and ongoing.

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

$5,000 to $9,999.

OPPORTUNITY / CHALLENGE

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

We used to do this work in-house. The demand grew and we needed help.

What types of work can your internal staff avoid by utilizing a back office service?

We wanted to be less busy and have more time for important work. We wanted to focus on internal things.

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

We were looking for affordable help and we found it.

SOLUTION

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

They provide legal outsourcing work and other types of services where they excel.

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

We pay monthly and we can cancel at any time.

How did you come to work with this service provider?

I found it searching on Google.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

I check their work and it would take my team much longer to complete.

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

It saves me and my employees countless hours.

RESULTS & FEEDBACK

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

We really started to be successful after working with them. We were able to focus on other tasks and grow revenue by 25%.

What are the service provider's strengths?

They are very efficient and fast in their work, which is great.

What areas can the service provider improve?

A bit more communication would be good.

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

It's been about one year so far.

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

We spend $5,000 to $9,999 per year.

OPPORTUNITY / CHALLENGE

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

Effectively and timely perform the tasks that the company needs and with an immediate response. It is used by each of the departments that require it and that have greater movement of operations.

What types of work can your internal staff avoid by utilizing a back office service?

It is more than anything else related to information technology and internal and external communication among all users.

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

To make contact with the customer and respond as quickly as possible.

SOLUTION

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

It gives me the satisfaction to do my work efficiently and respond in a timely manner when required.

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

$10 for non-technical processes and $12 to $20 for custom processes.

How did you come to work with this service provider?

By the web, doing research between my clients and active staff.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication?

Totally efficient to give an immediate and timely answer. That is what we were looking for when implementing this service.

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

I save money; in monetary terms, cost reduction with an ill-informed or inefficient staff that does not allow information to flow.

RESULTS & FEEDBACK

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

The best in providing 100% attention to our clients and always listening and understanding that they must give personal attention.

What are the service provider's strengths?

Knows the product well and makes it known. Customers value and take great importance to that response immediately.

What areas can the service provider improve?

Arriving everyday to more users of various types of activity. So you would find good customer service wherever you go.

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

My company has worked with them for three years.

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

About $50,000 to $199,999.