Online Customer Support for Business Firm
- Less than $10,000
- Feb. 2009 - Ongoing
- Quality
- 5.0
- Schedule
- 4.5
- Cost
- 5.0
- Willing to Refer
- 5.0
"They allow us to reach the clients in an individualized, effective, and friendly way."
- Business services
- New York City, New York
- 501-1,000 Employees
- Survey Response
OPPORTUNITY / CHALLENGE
Why does your company require back office services? Did you use to handle these needs in-house?
Our service is aimed at a large audience, which means that every day dozens of clients and potential clients want to contact us. The back office companies help us provide them with more effective attention. They provide improvements in administrative processes, making them shorter and more effective so that our customers feel valued.
What type of work can your internal staff avoid by using a back office service?
They help with everything from telephone online services to consult processes. They clarify questions, review status, provide verification of data and physical or documentary documentation, and handle treatment and billing monitoring.
What were your company’s goals for the partnership with this service provider?
Our goal was to improve the efficiency of the company by providing quality care to customers in the hands of qualified personnel. Satisfied customers are reflected in the increase of profits for the company.
SOLUTION
What do they provide for you on a normal basis?
They provide call center, social network management, chat, mail handling, and social responsibility services.
Could you describe their pricing structure and how they bill you?
They offer packages with different options that adapt to the needs of the company. You can also simply combine a series of services of your preference.
How did you find and select them?
We decided on them after a long and exhaustive search that included web pages, expert assistance, visits to executives of back-office companies, and comparison of services and costs as well as proof of services.
RESULTS & FEEDBACK
Please assess their quality of work.
They are excellent. Customers evaluate their experience with the operators in a positive way. Very rarely is there a margin of error or customers dissatisfied with the attention provided. The impact on the production and profits of my company is satisfactory.
How much time and money do you estimate that they save you each month?
It is difficult to estimate the time because its use really affects the profits. Thanks to Talk2Rep, the company minimizes the management times between departments and we can focus on primary activities. In terms of money, they save us $800,000.
Based on your experience, what takeaways can you share about working with them?
Talk2Rep and any other back-office service company are important allies in the administration of administrative processes of a company. They allow us to reach the clients in an individualized, effective and friendly way. They also improve time management, procedures, consultations and management of data and documentation.
What do you think are their strengths?
Talk2Rep is a leading company with 15 years of experience. They offer highly trained personnel in administrative processes. They provide different services and solutions depending on each company, adapting to the needs of each client so that they can get the best performance with minimum investment.
Where do you think they can improve?
More than improving, they must expand their range of services according to technological advances.
RATINGS
-
Quality
5.0Service & Deliverables
-
Schedule
4.5On time / deadlines
-
Cost
5.0Value / within estimates
-
Willing to Refer
5.0NPS
