Global Response

OPPORTUNITY / CHALLENGE

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

We use inbound services because of the comprehensive coverage and benefits they provide our organization. We use both third party services and in-house services.

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

Per day we handle at least 100 inbound calls across all departments.

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

I'd rather not discuss our goals in detail.

SOLUTION

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

They provide tech support, billing support, etc.

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

I'd rather not share this detail.

How did you find and select this service provider?

We found them through vendor research.

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

They are great.

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

I'd rather not disclose this information.

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

They act as a strategic partner that is crucial to our business success.

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

They are very responsive and attentive to their clients' needs.​​​​​​​

Where do you think this service provider can improve?

Nothing really.​​​​​​​

OPPORTUNITY / CHALLENGE

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

I used their services in different situations.

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

40%

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

Our goal was to help our workers.​​​​​​​

SOLUTION

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

They offer more innovative ideas.

How did you find and select this service provider?

We found them from a website.

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

They give us more time and planning.

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

$12,000

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

Maybe more experience on their part could help us.​​​​​​​

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

They are very innovative.​​​​​​​

OPPORTUNITY / CHALLENGE

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

We were looking for a method to save money.

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

It was about 5%. The success my company doesn't exactly rely on me getting inbound calls.

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

We wanted to find an affordable provider and save money.

SOLUTION

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

They primarily help us with processing orders.

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

I’m not sure.

How did you come to work with this service provider?

I believe we chose them based upon Accenture’s recommendation.

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

We have no issues with them.

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

I don't know exactly.

RESULTS & FEEDBACK

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

They save us money.

What are the service provider's strengths?

They are experts in this business.

How can the service provider improve?

I can’t think of anything.

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

I believe it has been 5 years now.

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

We’re spending $200,000 to $999,999.

OPPORTUNITY / CHALLENGE

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

We are a hotel, so inbound services are crucial for reservations and customers’ questions. We pride ourselves on giving great customer service and need assistance in doing so.

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

We had approximately 500 calls per day we were answering.

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

We wanted to have a seamless approach and make it the best possible experience for our consumers.

SOLUTION

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

They give us a great package involving support and training services.

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

We pay an annual fee which includes three in-person visits a year for training.

How did you come to work with this service provider?

They were recommended by our owners.

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

They are always friendly and come through on what they say they will do.

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

We save at least an hour a day, but I can't really put a price tag on that.

RESULTS & FEEDBACK

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

They are very reliable and do a great job.

What are the service provider's strengths?

It would be their customer service.

How can the service provider improve?

I think everything is great.

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

It has been 2 years since we started using their services.

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

Perhaps it is over $10,000,000 a year.

OPPORTUNITY / CHALLENGE

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

The volume is too large to handle in-house.

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

About 50%.

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

They provided excellent service that met our needs. The challenge was to support the large volume of inbound calls.

SOLUTION

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

Answering, processing, and directing calls; as well as back-end support.

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

We have a long-term contract with a set pric for the term of the contract.

How did you come to work with this service provider?

It was through a competitive billing process.

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

They respond very quickly.

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

They save us a substantial amount of employee hours.

RESULTS & FEEDBACK

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

They are there when we need them doing superlative work.

What are the service provider's strengths?

Their infrastructure.

How can the service provider improve?

Overall technology.

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

We have been working together since 2011 and it is 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 previously handle these needs in-house?

We need things to work.

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

1,000.

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

We need everything handled.

SOLUTION

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

They take the hard work off our hands.

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

I submit regular payments.

How did you come to work with this service provider?

They were recommended.

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

They are the best I have ever worked with to date.

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

Personally? 20. Company wide? Thousands.

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

Thousands.

RESULTS & FEEDBACK

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

They are the best in the business.

What are the service provider's strengths?

They are efficient.

How can the service provider improve?

They need more options.

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

2016 - Ongoing.

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

$50,000 to $199,999.

OPPORTUNITY / CHALLENGE

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

It is important for the business I work in. We did use to handle in house but it got to be too much, and took up too much time.

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

20.

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

The goal was to make our jobs easier and more efficient.

SOLUTION

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

Global Response handles answering customer calls and call backs. They also process any orders we have by phone and online.

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

I'm not really sure about how we are billed. Someone else handles that at my company.

How did you come to work with this service provider?

We found them online in a list of others, but Global Response best met our requirements.

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

They are quick and efficient. I haven't had any problems with them yet.

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

I would say they save us time in a measure of about ten to twelve days a month.

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

Plenty. Not sure exactly, but it is a hefty chunk.

RESULTS & FEEDBACK

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

We have a high volume of calls and happy customers.

What are the service provider's strengths?

They are self sufficient in everything they do for us.

How can the service provider improve?

Nothing. They are great.

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

2013 - Ongoing.

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

$50,000 to $199,999.

OPPORTUNITY / CHALLENGE

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

We needed inbound services because we have leads that we need to call to close deals.

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

It is about 40% daily but it can change and is usually more.

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

Our goal was to have a smooth effortless transaction to get more leads contacted with less overhead.

SOLUTION

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

They answer incoming calls and call cold leads for us.

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

They bill us a flat fee monthly no matter the amount of work.

How did you come to work with this service provider?

I found them through a personal referral from a fellow friend of ours.

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

They respond quickly and have met all deadlines with no problem.

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

20.

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

Close to $2000 a month.

RESULTS & FEEDBACK

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

They are a great company that performs good work on time.

What are the service provider's strengths?

They can handle a large volume of work very quickly.

How can the service provider improve?

They can increase their use of technology.

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

Feb. 2017 - Ongoing.

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

$5,000 to $9,999.

OPPORTUNITY / CHALLENGE

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

We need to be able to provide our customers with help with their products and answer their questions. This helps our business thrive and makes our customers feel valued.

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

Probably close to 100 or more.

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

Our goal was to be able to help all of our customers in a timely manner. We don't want our customers having to wait to get the help they need.

SOLUTION

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

They help answer customer calls, provide answers to questions, and direct our customers to the correct department.

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

We have a short term package deal for now.

How did you come to work with this service provider?

We found them through a personal reference then we researched them online.

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

Our company values Global Response's great customer service and ability to answer our customers' concerns.

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

Roughly 2-3 hours.

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

That I am not sure of. I would have to look into it.

RESULTS & FEEDBACK

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

They are a great company to work with!

What are the service provider's strengths?

They value their customers and have great people working for them.

How can the service provider improve?

We are currently happy with everything we have been provided by Global Response.

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

June 2016 - Ongoing.

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

$10,000 to $49,999.