Specialty Answering Service

OPPORTUNITY / CHALLENGE

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

We used to handle this in-house, but it got to be overwhelming at times and needed year-round support, so that's why we contacted Specialty Answering Services.

How many inbound calls did your company handle every day?

10-15% of activity is handling inbound calls, as this is a crucial function in communicating with our customers, contractors, and suppliers.

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

My company's goals were to outsource and delegate this task and free up some of our own resources in the process.

SOLUTION

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

I use this service in order to answer customer's calls without the added expense of hiring someone to fulfill that function.

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

I selected one of the package deals they offer, and I expect to need the services in the long term.

How did you come to work with this service provider?

I found this service by doing a basic Google search and comparing companies that offer this service.

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

I have so far been happy with the results and everything is handled in a timely manner.

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

You can't put a price tag on the time that I have saved by using this service. Monetarily, they have saved me the burden of hiring an extra person to do what SAS does.

RESULTS & FEEDBACK

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

We now have everything compacted in an easy to digest form thanks to SAS, they make the whole incoming call process so much easier and takes a huge load off my shoulders. You can't beat great service and fair rates.

What are the service provider's strengths?

Their strengths are accuracy, timely results, and great customer service if there's ever any questions.

What areas can the service provider improve?

A wider variety of package plans could be nice for some people, although I am happy with what I have.

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

We first started using their services in July 2016 and continue to do so.

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

We're spending $1,000 to $4,999 per year.

OPPORTUNITY / CHALLENGE

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

We have raw material delivered on a daily basis for our food manufacturing company and need to ensure that all refrigerated items get priority delivery service. Also, we have outsourced many of our jobs to cut down on costs, such as not paying for benefits, which would have increased our profits.

How many inbound calls did your company handle every day?

We were locally handling 100% of the inbound calls with 16 people. We have now cut our staff to 3 people who basically handle problems and troubleshoot deliveries.

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

Our goal is to cut costs, especially in payroll and benefits, and be able to increase our profits.

SOLUTION

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

They are handling our dispatching and confirming delivery, and order tracking.

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

I am not sure of the price structure and how they bill as this is handled through our corporate office in New Jersey.

How did you come to work with this service provider?

This is the company our corporate procurement division informed the branches that they would be using, so I'm not sure how they found out about them.

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

We have had some problems especially when a vendor receives a representative that has an accent, and cannot understand them. However, when we contract the support team they have been very helpful and understanding.

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

Since we have cut our staff that worked 40 hours, I assume we are saving about 520 manhours. I'm not sure what the total cost is because I don't know their salaries.

RESULTS & FEEDBACK

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

Their after-hour calls are handled with the same expertise as normal hours of operation for our company. They offer prompt communication and they work hard to refine call quality.

What are the service provider's strengths?

Their strength is the professional handling of calls and increased knowledge of our business. Their customer service is easy to work with and courteous. Things have run smoothly so far.

What areas can the service provider improve?

I cannot think of anything as we have not encountered any major problems

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

We started January 2017, and it's still ongoing.

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

We're investing over $10,000,000.