Specialty Answering Service

BACKGROUND

Please describe your company and your position there.

We are a small private law firm with no receptionist. We receive numerous calls each day from government entities and court systems.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Specialty Answering Service?

We each try to answer the phone when it rings which causes each of us to stop working every time the phone rings. With all of the cold-call sales calls, fax machines and hang-up calls, we are wasting so much time every day.

What were your goals for this project?

We want to be able to get our work done without having to stop and answer phones needlessly.

SOLUTION

How did you select this vendor?

We did an internet search for various vendors and what to look for when reviewing answering services. We made a list of needs and looked at comparisons of various companies that provided services to match our needs.

Describe the project in detail.

We needed a service that would answer every call and send true business calls through to the correct person.

What was the team composition?

We have four offices in the US across multiple time zones and we wanted one company to answer all of our phones and transfer directly to the individual the caller was seeking.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

When a phone rings on someone's desk, they know the call is for them. No more random phones ringing throughout the office all day long. So much more work is getting done.

How effective was the workflow between your team and theirs?

Only one person on our team needs to interact with the answering service. I can call or email and I immediately get a response. Our new employees are not even aware that we have an answering service until we tell them. SAS has a website were I can go to check individual calls and has multiple flow charts tracking our call volume.

What did you find most impressive about this company?

SAS is very quick to respond when I have questions or need to make changes. They follow up and make sure my changes are made to my satisfaction. I can change my service plan from month to month as our case load increases and decreases; I'm not locked in for years at a time.

Are there any areas for improvement?

I would like the calls transferred a little quicker so there's not so much "dead air" time. However, I understand with our number of employees, it takes time to find the name the caller is requesting.

BACKGROUND

Please describe your company and your position there.

I’m the finance and administration manager of Lakeway Municipal Utility District, a water and wastewater utility.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Specialty Answering Service?

We needed a company to answer our phones and provide after-hours customer service associates for emergencies.

What were your goals for this project?

To have complete confidence that our emergency calls would be handled properly.

SOLUTION

How did you select this vendor?

We compared them with other vendors.

Describe the project in detail.

They answer any calls we receive after 5 pm and before 8 am, as well as on weekends/holidays.

What was the team composition?

They have well-established teams to handle every aspect of our process.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

While we are just starting the service, we have been very impressed with the implementation. Their associates are very responsive and have a can-do attitude.

How effective was the workflow between your team and theirs?

We’ve had an excellent response from their team in getting things set up exactly as we wanted.

What did you find most impressive about this company?

Their responsiveness, professionalism, and desire to provide excellent service impresses me.

Are there any areas for improvement?

Nothing, they have everything down perfectly.

UPDATED REVIEW

This review was updated on July 23rd, 2019 by the client. New content is below.

Please describe your company and your position there.

We are a Water and Wastewater Public Sector Utility. I am the Finance/Administration Manager.

For what projects/services did your company hire Specialty Answering Service?

After hours answering services.

What were your goals for this project?

Timely response to our customers who call in after hours.

How did you select this vendor?

Reviewed references and features; this appeared to be the best soulution.

Describe the project in detail.

Coverage 24/7 when we are unable to answer the phone; typically after hours.

What was the team composition?

The team is made up of professional people who answer the phones as if they were employees of Lakeway MUD.

Can you share any outcomes from the project that demonstrate progress or success?

The whole service is proving invaluable. Being a new customer, this morning I needed W-9 information in order to pay our bill. I called and explained what I needed; within 30 seconds I had the form I had requested in my email. Excellent service and response!

How effective was the workflow between your team and theirs?

Great.

What did you find most impressive about this company?

They care.

Are there any areas for improvement?

None...great job by all.

BACKGROUND

Please describe your company and your position there.

I’m the president of ProxyProcess Corp. We’re an R&D firm that does defense-related projects.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Specialty Answering Service?

We needed call answering services at all hours to improve our team’s efficiency. Our stakeholders expect us to be highly reliable.

What were your goals for this project?

We wanted to turnaround responses to stakeholders quickly without slowing down our team with interruptions.

SOLUTION

How did you select this vendor?

We found them via research and word of mouth.

Describe the project in detail.

Once we selected them, we established an email alert procedure that detailed who to contact and how depending on the specific message. SAS has kept it simple since then, being responsive as needed.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Because SAS is fielding and forwarding calls to team members, our work has been reduced. We have fewer interruptions, which means we’re more productive than we used to be.

How effective was the workflow between your team and theirs?

The email approach has proved to be a very simple workflow. Our office manager handled the setup, but now everyone benefits.

What did you find most impressive about this company?

SAS is reliable and responsive, which we count on to keep operations running smoothly.

Are there any areas for improvement?

It would be helpful if they gathered data we could analyze and use to make decisions regarding whose calls to address and allow.

UPDATED REVIEW

This review was updated by the client on August 28, 2020. The original star ratings were: Overall - 5, Quality - 4.5, Schedule - 5, Cost - 4.5, NPS - 5. New content is below:

BACKGROUND

Please describe your company and your position there.

I am the President of ProcessProxy, and we are headquartered in Maryland, having 6 employees. We serviced during this project 12 different hospitals and also the Dept. of Defense. I am the lead scientist and engineer for these projects that are done in healthcare.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Specialty Answering Service?

Our project had software running 24/7 that required occasional customer support and troubleshooting. That is why we hired Specialty Answering Service, to be able to handle the call traffic professionally at all hours and all days of the week, since hospitals also operate 24/7.

What were your goals for this project?

The goals were to have same day responsiveness, if not within hours of client contact. With SAS we were nearly perfect in that regard thanks to their outreach to our team when a client had an issue.

SOLUTION

How did you select Specialty Answering Service?

We were recommended by a colleague to try SAS, and we were not disappointed. They exceeded expectations.

Describe the project in detail.

SAS was responsible for handling minor but also at times urgent, major calls from healthcare professionals, given that our reporting and alerting impacted patient lives. We did not have the scale and resources, however, to have our own customer support. That is why we asked SAS to perform these services for us.

What was the team composition?

SAS was our support team for fielding client calls, and then contacting us via email. It consisted of multiple individuals on their team.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Within the first month, which is the most important of a service and product rollout, we were able to maintain top quality response times thanks to SAS, to the point that we obtained new clients through word-of-mouth due to our reputation for fast turnaround times on various requests, including support.

This level of performance continued essentially for the duration of the project, and helped us execute the Defense project to commendations of the leaders involved.

How effective was the workflow between your team and theirs?

Extremely effective -- we had prioritized their emails, and their messages would reach us nearly instantly, so we could thus respond rapidly.

What did you find most impressive about this company?

Once again, speed and reliability were our advantages, and SAS -- via their speed and reliability -- helped us achieve these competitive advantages. We considered them during the project as synergistic to our business, which is always impressive.

Are there any areas for improvement?

The only challenge we once faced was a lack of communication on one problem, but once we identified the issue (excess callers where we weren't aware of the level of calls), it was promptly resolved and preventions put in place to avoid that issue in the future.

BACKGROUND

Introduce your business and what you do there.

I’m the co-owner of a cleaning service firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Specialty Answering Service?

We needed a call center to provide answering services for our cleaning firm.

SOLUTION

What was the scope of their involvement?

I expected them to follow our script, but they failed to catch on even after we adjusted it 20 times. They would leave the customer on hold for three to four minutes, billing us for every minute and resulting in unnecessary charges. They would say things that weren’t in the script as well.

We called and addressed these problems with them, but their whole process was unprofessional. We had customers who would get frustrated when calling to reschedule appointments and tell us everything when we showed up to their houses. All of our calls were recorded, so we believed what our customers were telling us.

They didn’t follow what we asked them to do. They billed for random changes and sent invoices twice in the same month. We had so many complications with them. We thought it would be a smooth process when we started and thus gave them the benefit of the doubt, but realized they weren’t professional after four months.

How did you come to work with Specialty Answering Service?

Initially, their price model ($200 per month) stood out to us.

How much have you invested in them?

We spent around $3,000.

What is the status of this engagement?

We worked with them from January–April 2018.

RESULTS & FEEDBACK

Describe the impact this engagement has had on your business.

Our customers have given negative feedback on their service. We’ve now found out that they’re putting things up about us on other websites, causing us to lose business. We’re currently looking to hire another answering service.

How was project management handled?

They didn’t have a project manager, nor did they listen back to what their representatives were saying to customers until we complained about it. They had three different items on our bill other than the $200 per month charge that they never explained, even though we asked about it repeatedly. We realized the calls weren’t as long as what they were billing us for. We had a lot of issues with them coming up with random charges like that. We contacted them numerous times to find a solution, but they just kept giving us excuses and claiming to have proof.

In what specific areas can they improve?

If the customer is saying that a call shouldn’t be so long and are asking for a credit for it, then they should listen to the customer and try to cooperate.

What advice do you have for clients with similar needs to yours?

They had a Google page, but have since removed it so that no one can see bad reviews like the one we left.

BACKGROUND

Introduce your business and what you do there.

I'm the founder of Lowery Fence & Patio, a construction company. We provide high-quality, affordable fencing and patio solutions, emphasizing excellent workmanship, clear communication, and strong customer relationships to deliver the best overall value for clients.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Specialty Answering Service?

We needed help answering our overflow calls.

SOLUTION

What was the scope of their involvement?

Specialty Answering Service answers our calls and takes messages.

What is the team composition?

We’ve worked with an unknown number of teammates from Specialty Answering Service.

How did you come to work with Specialty Answering Service?

We found them through a referral. We chose them because their pricing fit our budget and they offered good value for the cost.

How much have you invested with them?

So far, we’ve spent less than $10,000 with them.

What is the status of this engagement?

We started working together in May 2024, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Specialty Answering Service provides quality service when answering our calls. They answer around 20 calls a week. Sometimes, the person answering the phone isn’t the best, and the caller experience is worse than if we answered the calls ourselves. However, the overall impact on our business operations has been positive.

How did Specialty Answering Service perform from a project management standpoint?

Specialty Answering Service manages the project well and delivers on time. We communicate via email and messaging apps.

What did you find most impressive about them?

Specialty Answering Service's responsiveness is impressive.

Are there any areas they could improve?

It would be great if Specialty Answering Service's staff had better communication skills.

BACKGROUND

Please describe your company and position.

I am the Director of Operations of PATROL RESCUE SECURITY SERVICES BUREAU

Describe what your company does in a single sentence.

Patrol Rescue Security Bureau is a full service information security Management company that works with other agencies which provide professionals that protect confidential business information from unauthorized access disclosure, distribution and destruction.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

• handle my day to operation calls with ease
• patch calls through as if they were an extension of our agency
• have multiple phone operators to communicate with our clients

SOLUTION

How did you find Specialty Answering Service?

Online Search

Why did you select Specialty Answering Service over others?

• Pricing fit our budget
• Good value for cost

How many teammates from Specialty Answering Service were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

With the help of the Specialty Answering Service my business has developed from a small voice over a phone line into an agency with multiple phone operators. SAS” operators handle my calls with ease as they give potential clients the impression my business is a corporate entity. Operators of SAS speak to my callers with clear distinctive voices, patch calls through that would have ordinarily hung up if I had answered the calls. SAS adds dept. reception of structuring to my business.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

SAS is a team of professionals who screen my calls, separate the ones who want to waste my time and patch through only the ones of importance. Most important, the operators give a sense of belonging to who they are representing. They are more than just an answering service to me. They are a part of my office structure and outsiders would never know it the difference.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Editing of call scripts with immediate enabling of the projects performed

What was your primary form of communication with Specialty Answering Service?

• Virtual Meeting
• Email or Messaging App

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

So many advanced options available than agencies of the past.

Are there any areas for improvement or something Specialty Answering Service could have done differently?

The areas of improvement are already provided in the most recent version of the scripts available. They have thought of everything

BACKGROUND

Please describe your company and position.

I am an Executive of Rapid Towing

Describe what your company does in a single sentence.

Towing and Roadside Assistance 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

• Answering our phone calls

SOLUTION

How did you find Specialty Answering Service?

Online Search

Why did you select Specialty Answering Service over others?

High ratings

Describe the scope of work in detail. Please include a summary of key deliverables.

They answer the phone and ask for the information that we require to perform our services. We supplied the questions that they ask the customer. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

It works

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Implementation of service and then refinement of how it's done over time. It has worked out well for us. 

What was your primary form of communication with Specialty Answering Service?

Virtual Meeting

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

They are responsive when you need help with an issue.

Are there any areas for improvement or something Specialty Answering Service could have done differently?

None that I can think of. 

BACKGROUND

Please describe your company and position.

I am the Office manager of a roofing company

Describe what your company does in a single sentence.

Roofing

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

Answering phones

SOLUTION

How did you find Specialty Answering Service?

Referral

Why did you select Specialty Answering Service over others?

• High ratings
• Referred to me
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Implementing this answering service for our business has been one of the best decisions we've made. The setup process is easy– you provide your requirements, they create a custom script, and their team starts handling calls. You have the flexibility to review and adjust the script as needed, and every call is recorded so you can listen to them later if necessary. After each call, we receive a prompt email with detailed information about the caller’s needs.

One feature we love is that you can choose to either answer the call yourself or send it to the answering service. This service has greatly improved our team's efficiency, allowing them to stay focused on their tasks without constant interruptions. They can return calls at a more convenient time.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

This service has greatly improved our team's efficiency, allowing them to stay focused on their tasks without constant interruptions. They can return calls at a more convenient time.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes. They respond to needs quickly and efficiently.

What was your primary form of communication with Specialty Answering Service?

Email or Messaging App

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

How SAS relieved our team from the added stress during a storm we had in the area. We had a hard time staying on task and finishing tasks because of the influx of calls. 

Being able to edit call scripts and playback phone recordings was an awesome feature. The fact that the calls were answered by people who are in the united states and not sent overseas. Knowing that the representatives are calm and treat the customers kindly.  

Are there any areas for improvement or something Specialty Answering Service could have done differently?

An answering recording is played piror to being connected to an agent. I would like to hear a more realistic recording played prior to being connected to the agent. 

BACKGROUND

Please describe your company and position.

 I am the Sales Manager of a financial services company 

Describe what your company does in a single sentence.

Tax Consulting & Resolution

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

Answer calls outside of work hours

SOLUTION

How did you find Specialty Answering Service?

Online Search

Why did you select Specialty Answering Service over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from Specialty Answering Service were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

They always meet with me to help me update any scripts. Very robust scripting program. Super transparent billing. They answer calls when we are off office hours and they send me the information so I can dispatch the leads in the morning.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Better scripting through their guidance. They also showed me how to receive notifications for calls that don't turn into proper leads.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Everything has been great. There was one Calendly appointment missed when our account changed managers, but otherwise their service was impeccable.

What was your primary form of communication with Specialty Answering Service?

• Virtual Meeting
• Email or Messaging App

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

Robust scripting system, incredible customer service, super transparent billing.

Are there any areas for improvement or something Specialty Answering Service could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the Practice Administrator of Kurzrok Family Medicine LLC

Describe what your company does in a single sentence.

Family Medicine

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

• Answering service
• emergency call forwarding

SOLUTION

How did you find Specialty Answering Service?

Referral

Why did you select Specialty Answering Service over others?

• High ratings
• Pricing fits our budget
• Good value for cost
• Referred to me

How many teammates from Specialty Answering Service were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Answering service to provide call forwarding during after hours to facilitate emergency care.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Urgent calls were forwarded and tracked to show evidence of care.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

immediate responses. Messages are forwarded immediately to multiple care team members.

What was your primary form of communication with Specialty Answering Service?

Virtual Meeting

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

We have been using SAS since 2022 and are very happy with their solutions. Their customer service is always polite, fast, and efficient. Pricing is competitive. We do not plan to change.

Are there any areas for improvement or something Specialty Answering Service could have done differently?

no.