Sound Telecom

OPPORTUNITY / CHALLENGE

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

We use these services because we don't have enough time to manage these services ourselves.

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

90%.

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

Our goal was to maintain a cordial and productive relationship.

SOLUTION

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

All the services from Sound Telecom are important.

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

They bill for hours and we pay at the end of the month.

How did you find and select this service provider?

We found them through extensive studies and by analyzing the cost and the services.

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

We need the support.

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

It is hard to say. They provide a very good service. They save us maybe 5% a month.

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

We need the synergy and the expertise.

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

They respond quickly.​​​​​​​

Where do you think this service provider can improve?

They can maybe improve the customer service in general.​​​​​​​

OPPORTUNITY / CHALLENGE

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

Off-hour support is needed for our operations.

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

It is a low percentage. Less than 10% of total volume. But, the service is done to keep staff from a third shift of work.

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

The service is to simply to cover our overnight hours.

SOLUTION

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

Nothing special. Just phone answering and escalating on rare occasions to on call staff.

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

It is a flat rate of $500 per week.

How did you come to work with this service provider?

Past experience with them in previous positions.

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

We have no performance metrics in place.

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

This is totally unknown. But, it saves our staff from becoming overworked.

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?

Nothing in particular. They do a simple job well.

What are the service provider's strengths?

Being there for us to cover the shifts.

How can the service provider improve?

I have no suggestions.

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

We began July 2017 and are ongoing.

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

Our investment is about $5,000 to $9,999 annually.

OPPORTUNITY / CHALLENGE

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

This need was handled in-house, but we decided that we needed to handle it more professionally and with more precision.

How many inbound calls did your company handle every day?

Our phones are constantly ringing all day, we can't feasibly answer them all with good results and get the rest of our work activities done.

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

We wanted to provide our clients with better customer service and by partnering with Sound Telecom we are able to do that. Sound Telecom can handle the majority of our calls leaving us to take care of what we need to.

SOLUTION

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

Answering services and call filtering.

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

We are on a monthly contract with a set amount of calls, we can't exceed or receive higher rates.

How did you come to work with this service provider?

We called various services and decided on one based on budget and services.

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

They are very quick to respond, we are very happy with their services and recommend them to any company.

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

It is hard to measure how much money they save us in our business, but we are happy with what we spend and the product we are getting back.

RESULTS & FEEDBACK

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

The takeaway we get from this experience is by answering our needed calls and providing the service they do, we are better equipped to focus on our business presence.

What are the service provider's strengths?

Professionalism.

What areas can the service provider improve?

Where we think any business can improve, cost, but this isn't a deal breaker.

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

We began using them May 2014 and still do.

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

We are investing $10,000 to $49,999.