Quality Contact Solutions

BACKGROUND

Introduce your business and what you do there.

I’m a former product manager for a dental product manufacturer. We made goods used by dentists to provide care for patients.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Quality Contact Solutions?

We were launching a huge new product to the market, and they helped us with the telemarketing aspect of that. The goal was to reach out to people who’d tried the product already. We wanted to see how it had worked for them and get their thoughts on it, ultimately trying to convert them to a sale.  

SOLUTION

What was the scope of their involvement?

Quality Contact Solutions followed up on leads we’d already collected. The first part was customer acquisition—following up and making sure people get their samples. After that, they followed the process of promoting our offer to them and converting samples to a sale.

The process of working with Quality Contact Solutions was easy and straightforward. They had a lot of systems in place, and they were really good about following up with me. The people I was working with were very talented and interested in the program we were running as well. They weren’t just going to say what we told them and leave it at that. They were consistently looking for ways to streamline and improve the process, to give us a better value.

What is the team composition?

I was in constant communication with the project manager there. There was immediate contact and feedback whenever we had an issue. It went very smoothly.

How did you come to work with Quality Contact Solutions?

My director of marketing at the time made a general search on the internet, looking for outsourced telemarketing companies. He got some initial quotes and reached out to them. I knew Quality Contact Solutions would be the right partner after my first exploratory call with them. They were very interested in the product, offered a robust quoting system, and knew all the details they needed to know to give me the best idea possible. I knew pretty quickly they were going to be good partners.

What is the status of this engagement?

Our program with them started in February 2019. I switched employers, but the company is still working with them, as far as I know.

RESULTS & FEEDBACK

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

We’ve only had a handful of people say they were exasperated at the number of calls. Some people would call our office afterward and say they’d had a great conversation with someone on the phone. Given our resources, we knew they had talked to someone at Quality Contact Solutions. 

Usually, Quality Contact Solutions collected order information and sent it to us. We then sent the order to the distributor, who gets in contact with the customer after that.

How did Quality Contact Solutions perform from a project management standpoint?

We had weekly and biweekly calls with the team. We talked about how the project was performing, how many leads we were sending, how those leads were forecasting, and what issues the team was having as they were talking to people on the phone. There was some product discovery information there as well about our product in general. Aside from calls, we communicated via email. However, they were always available when we needed to jump on a call.

What did you find most impressive about them?

I haven’t worked with any telemarketing providers before, but what stuck with me the most was how invested they were in the project and in our overall success. They were constantly looking to improve and deliver more than they originally promised, to see what else they could do to help our business grow. Overall, they were great business partners, not just a great vendor.

Are there any areas they could improve?

No, Quality Contact Solutions did everything really well.

Do you have any advice for future clients of theirs?

Clients should have a clear idea about their project, to make sure they have objectives, timelines, and numbers and leads forecasted well. Clients should have a good understanding of their own business objectives. That will help communication with Quality Contact Solutions, letting them help potential clients to the best of their abilities in turn.

OPPORTUNITY / CHALLENGE

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

We need this service to improve the quality of service.

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

70 calls.

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

Our goal was to provide enough good service.

SOLUTION

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

They provide quality customer service.

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

They bill us from $2000 to $3000 per month.

How did you come to work with this service provider?

We heard about them from business partners.

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

Their service is the best I know.

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

120 hours.

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

$700 per month.

RESULTS & FEEDBACK

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

They provide a friendly and reliable service.

What are the service provider's strengths?

They offer reliability and security.

How can the service provider improve?

No improvements. Their service is pretty good.

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

We began in 2013, and it's ongoing.

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

$50,000 to $199,999.

OPPORTUNITY / CHALLENGE

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

We use this service because it's one of the best marketing strategies to getting new clients.

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

Thousands.

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

Our company's goals are to gain more clients.

SOLUTION

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

They provide quality call center solutions that bring in more sales. They will provide the solutions to most of our contacts.

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

You have to enter your information and then they give you a quote.

How did you come to work with this service provider?

We found them online.

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

They always respond rather quickly.

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

50 hours.

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

$500 every month.

RESULTS & FEEDBACK

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

They act quickly, they are always polite and they take care of you. There are no cons so far.

What are the service provider's strengths?

Their strength is how professional they are.

How can the service provider improve?

They can improve on their pricing.

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

We started in January 2016, and it's ongoing

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

$50,000 to $199,999.

OPPORTUNITY / CHALLENGE

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

My firm uses outbound services because it offers great benefits for our company. First, it is used to strengthen our customer services and enables us to be able to contact the customer to make sure his/her needs have been met. Having separate inbound and outbound services allows us to have different lines so it is not tying up just one line. We have employees who operate both sets. If the inbound calls are slow, we make a lot of outbound calls to create more customer relations and it helps us build a better company. We handle all calls in-house but we use services to help control both lines.

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

Our outbound calls fluctuate per day. Monday and Tuesday are high traffic days for inbound calls while Wednesday through Friday consists more of outbound calls.

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

I was hoping to find a better solution and technique to create a better flow of phone call traffic throughout the work week. Partnering with Quality Contact Solutions has provided our company with a much better customer service department since now we are able to have two separate lines for incoming and outbound calls.

SOLUTION

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

Quality Contact Solutions helps us with our marketing department. It helps us generate leads by helping set up appointments and finding us more customers. Quality Contact Solutions has provided our company with amazing support. We couldn't have become the company we are now without the help from this company.

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

As of right now, Quality Contact Solutions charges us by the hour for the time that we are using their services. We are in the process of figuring out if we need to upgrade to a package deal. We signed up for a short-term deal to see if it would work, which it has. Our company is now in the budget-making phases to determine a long-term goal of using outbound services. We receive a bill in the mail which is handled by the accounting department of our company.

How did you come to work with this service provider?

I attended a business conference over 6 months ago and was handed a flyer from Quality Contact Solutions. I researched their company online and read reviews. We did a lot of research about their company and spoke to multiple people from their company before setting everything up.

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

Quality Contact Solution is awesome with their ability to conduct all of the outbound sales calls. They have generated about 20% new business for us since we have signed up for their services. We typically do not have a lot of customer complaints or issues but when we do, Quality Contact Solutions has been great at handling them. We have heard great feedback from many of our customers stating that they love calling with questions because all of their questions are answered professionally and they are not on hold as long as they are with other businesses.

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

Quality Contact Solutions saves us 24 hours a week. If there are 4 weeks in the month, then they save us about 96 hours of work.

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

Each of my employees gets roughly $10-$12 an hour, so with Quality Contact Solutions, I am saving a lot of money each month because I am not responsible for the benefits such as healthcare and overtime or holiday/sick pay with their employees.

RESULTS & FEEDBACK

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

Quality Contact Solutions has been amazing with generating new business for us, establishing a better relationship with our customers and saving us time and money by doing the work for us. We have only used their services for about 5 months but it has been a great thing so far. I don't have any cons. I can't compare to other vendors because we are an up and starting business and this is the first company we have worked with. So far, they are outstanding at what they do.

What are the service provider's strengths?

The strength of Quality Contact Solutions is their outstanding customer service. Our customers are pleased with their wait times and their professionalism. Working with another business that handles ours is a scary thought to do but so far everything has been amazing and we haven't heard any negative feedback in regards to their outbound services.

How can the service provider improve?

I don't have any complaints or suggestions in regards to where they can improve. We haven't had any issues as of yet.

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

We began in April 2017, and it's ongoing.

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

$5,000 to $9,999.

OPPORTUNITY / CHALLENGE

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

We run a fast-paced business.

How many outbound calls did your company handle every day?

About 40%.

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

To provide a more efficient way of doing business.

SOLUTION

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

Telemarketing with first-class professionalism.

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

We are under a monthly contract.

How did you come to work with this service provider?

I found them through an online search.

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

They are responsive.

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

A fair amount. It is hard to put a price on it.

RESULTS & FEEDBACK

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

Do your research and find what works for your specific business.

What are the service provider's strengths?

Professionalism.

What areas can the service provider improve?

So far we have not had any issues.

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

It's been ongoing since February 15th, 2015.

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

$1,000 to $4,999.

OPPORTUNITY / CHALLENGE

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

All outbound services are necessary for us.

How many outbound calls did your company handle every day?

We handle about 60 per day.

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

Outbound call services are paramount to our success.

SOLUTION

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

We needed help with their outbound technology services.

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

We always buy package deals.

How did you come to work with this service provider?

We found them online after looking at their website.

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

They have a strong capacity and are easy to use.

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

I think they save us about $5,000 per month.

RESULTS & FEEDBACK

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

I like their productivity level.

What are the service provider's strengths?

The services are easy to use and we are comfortable with their firm.

What areas can the service provider improve?

They could treat our customers better.

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

We started with them April 8, 2013.

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

We spend $10,000 to $49,999 per year.

OPPORTUNITY / CHALLENGE

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

Our employees received too many responses and were needed elsewhere.

How many outbound calls did your company handle every day?

Only 50% of our calls are outbound but the volume became too intense.

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

We were too reliant on answering the phones so we needed to fix that.

SOLUTION

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

Appointment setting is the major focus.

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

We have weekly billing set up. The billing prices are comparable to other options.

How did you come to work with this service provider?

It was a personal referral.

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

They are very efficient.

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

They have saved us hundreds of dollars by avoiding hours of work.

RESULTS & FEEDBACK

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

We can use our staff for other duties.

What are the service provider's strengths?

Their time management is strong.

What areas can the service provider improve?

I like their system as is.

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

It has lasted for one year and is ongoing.

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 outbound services? Did you use to handle these needs in-house?

We frequently need this service.

How many outbound calls did your company handle every day?

It is about 70 daily.

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

We want efficient services.

SOLUTION

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

It is telemarketing.

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

They bill hourly.

How did you come to work with this service provider?

It was a referral.

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

They do all of those things.

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

It's unknown.

RESULTS & FEEDBACK

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

It improved our revenue 23%.

What are the service provider's strengths?

The high quality.

What areas can the service provider improve?

There is nothing to improve.

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

We started at the beginning of 2014.

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

We spend between $1,000,000 and $9,000,000 per year