Face for Business

BACKGROUND

Introduce your business and what you do there.

I am one of the directors of an accounting firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Face for Business?

We downsized a number of years ago, and our office doesn’t have a dedicated reception area. We hired Face for Business to serve as our outsourced phone receptionists.

SOLUTION

What was the scope of their involvement?

Face for Business receives and entertains client calls on our behalf. They serve as a kind of virtual reception, which is especially important when we cannot work in the office due to COVID-19 or when we’re away on a holiday. They answer questions, provide information, and when needed, direct the call to the person the client wants to speak to. We also sometimes rely on them to set appointments for us through our diary. 

As opposed to a generic call-center type of structure, Face for Business provides one receptionist to consistently entertain the same people or groups. This way, we are able to build relationships with our clients. They also maintain the continuity of each transaction by logging each telephone call or message that comes through.

What is the team composition?

We’ve dealt with a handful of people, but I’m not aware of how many people are assigned to our account. 

How did you come to work with Face for Business?

A client recommended them to us. We had worked with a company similar to theirs in the past, but that didn’t work out very well. Still, their services seemed cost-effective, so we decided to give them a chance.

How much have you invested with them?

We spend about £300–£350 (approximately $400–$470 USD) per month.

What is the status of this engagement?

We began around January 2017, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Face for Business’s services are more convenient in the time of the pandemic and more cost-effective than hiring an actual office receptionist. It has been fantastic, and their messaging service has been really good. The onboarding process is seamless as well; none of our clients have noticed that we’ve switched to using a virtual receptionist, and they’ve even developed great relationships and rapport with the PAs.

We like that we’re able to go back on calls because Face for Business keeps a backup log of them. It gives us that edge, helps us recover missed details, and prepares us when dealing with particularly difficult clients. In the five years that we’ve worked with them, they’ve never let us down. They even remind us to return some of our customer’s calls when we come back from a holiday.

How did Face for Business perform from a project management standpoint?

We’ve never had a problem with communications or billing. Face for Business always picks up after an acceptable number of rings. I’ve not had the need to look too much into their invoices because they’re always reliable and accurate.

We communicate via emails and phone calls. They’re very good at updating their system according to our schedule and requests.

What did you find most impressive about them?

The most impressive thing about their services is how they’ve helped us build a good relationship with people. Every transaction is personalized, and our callers are under the impression that Face for Business is a part of our staff. In fact, they are like a part of our staff; they know how we work and we know he they work. Our relationship is stress-free.

Are there any areas they could improve?

No, not that I can think of.

Do you have any advice for potential customers?

Make sure to develop a relationship with the person that is going to be your lead PA. This will make it easier for you and your clients. Engage with them, let them know what you want, and inform them of how you like things done.

BACKGROUND

Please describe your company and your position there.

I am the Director of an Independent Financial Adviser firm and provide retirement cashflow forecasts along with retirement planning, investments and protection advice.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Face for Business, and what were your goals??

We receive calls throughout the day and require a professional call answering service who would take those calls and send the details to us.

SOLUTION

How did you select this vendor and what were the deciding factors?

We spoke to three call answering companies and after a trial period decided to go with Face For Business. Not because they were competitively priced but more importantly the high level of service they provide along with in depth messages.

Describe the project in detail and walk through their service package, including any calling tools used.

They provide a receptionist / call answering service from 8am to 8pm which is more than sufficient for our requirements.

Who did you work with and what was the feedback process like?

We have an account manager who has a team of staff who take our calls. Our account manager is regularly in contact with us to gather our feedback.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

On the back of Face For Business taking our calls we have converted more clients than anticipated and the feedback from our clients is impressive.

Describe their project management style, including communication tools and timeliness.

We get regular updates and calls from our account manager.

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

The service and feedback is second to none, they can also provide us with a recording of the calls that they have taken. They are proactive, and we have no intention of changing Face For Business for another agency.

Are there any areas for improvement or something they could have done differently?

Not that we can think of.

BACKGROUND

Please describe your company and your position there.

Manufacturer of Vaping & CBD products

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Face for Business, and what were your goals??

Front of House/customer support services

SOLUTION

How did you select this vendor and what were the deciding factors?

Understanding of our product/service offerings and "customer is king ethos"

Describe the project in detail and walk through their service package, including any calling tools used.

Full front of office, customer service and message taking support.

Who did you work with and what was the feedback process like?

Dealt with our dedicated account manager, who serviced our needs & reporting processes brilliantly.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

From this support our own trust pilot ratings have increased to 5/5. We coild not be happier with FFB and would reccomend without hesitation their services. We now view them as an integral part of OUR COMPANY and not an external contractor.

Describe their project management style, including communication tools and timeliness.

They listen...and deliver precisely against our remit.

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

their simplicity, in completely understanding our expectations and quality of support.

Are there any areas for improvement or something they could have done differently?

None...They provide first-class support at a highly competitive price.