Veta Virtual

BACKGROUND

Please describe your company and position.

I am the Partner/attorney of Integrity Legal, LLP

Describe what your company does in a single sentence.

Immigration law 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Veta Virtual to accomplish?

• Answer all incoming calls
• Set appointments
• Relay messages from existing clients

SOLUTION

How did you find Veta Virtual?

Online Search

Why did you select Veta Virtual over others?

• Pricing fit our budget
• Great culture fit
• Company values aligned

How many teammates from Veta Virtual were assigned to this project?

6-10 Employees

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

All staff had to be fully bilingual in Spanish and English. They were to answer all calls, screen spam and sales calls, schedule appointments for clients and potential clients with details for the appointment, field questions to direct them with a warm transfer to an employee/attorney or take and relay a detailed message to us, make outbound calls if needed. 

RESULTS & FEEDBACK

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

They did a fantastic job and took feedback well to make immediate changes. We had few to no missed calls and they did great follow up with us for clients needing more attention or experiencing unresolved issues. 

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

Everything was done quickly and efficiently. They were always available for a call if asked. 

What was your primary form of communication with Veta Virtual?

• Virtual Meeting
• Email or Messaging App

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

Everything was quite easy and seamless. They were always very kind and professional. All team members spoke perfect English and Spanish. 

Are there any areas for improvement or something Veta Virtual could have done differently?

We just couldn't afford them anymore. With major changes to immigration law, we saw a severe drop in income. 

BACKGROUND

Please describe your company and position.

I am the Owner, Adair Advisory Group LLC of Adair Advisory Group LLC

Describe what your company does in a single sentence.

We provide integrated tax, financial planning, and advisory services to small business owners, helping them simplify decisions and run their businesses more effectively.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Veta Virtual to accomplish?

• Provide professional, reliable call handling to ensure clients and prospects were answered promptly and routed correctly.
• Improve client experience by reducing missed calls and maintaining consistent, high-quality first contact.
• Support internal efficiency by offloading inbound call management from our team.

SOLUTION

How did you find Veta Virtual?

Referral

Why did you select Veta Virtual over others?

Referred to me

How many teammates from Veta Virtual were assigned to this project?

1 Employee

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

Veta Virtual provided virtual receptionist services for our firm. Their team answered inbound calls during business hours, handled basic call triage, and scheduled follow-up calls directly on my calendar using our booking system.

Calls that required immediate attention were transferred through to me, while non-urgent inquiries were scheduled for follow-up. The scope included maintaining a professional first point of contact for clients and prospects, ensuring calls were answered promptly, and keeping scheduling organized and accurate.

RESULTS & FEEDBACK

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

Inbound calls were consistently answered during business hours, which significantly reduced missed calls. Client and prospect inquiries were properly triaged, with urgent calls transferred through immediately and non-urgent calls accurately scheduled on my calendar.

As a result, follow-up calls were organized and handled more efficiently, and I was able to stay focused on client work without constant interruption. The service provided a reliable and professional first point of contact for my firm.

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

Veta Virtual was reliable and well organized throughout the engagement. Coverage was consistent, calls were handled as expected, and scheduling and transfers were completed accurately and on time.

When changes or questions came up, the team was responsive and easy to work with. Communication was clear, and any adjustments to call handling or scheduling preferences were implemented without issues.

What was your primary form of communication with Veta Virtual?

Virtual Meeting

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

The most impressive aspect of Veta Virtual was the professionalism and consistency of their team. Calls were handled reliably, communication was clear, and the service felt well managed rather than ad hoc.

They were also easy to work with when it came to adjustments and preferences, and the people behind the service genuinely cared about providing a good experience for both our firm and our callers. I would recommend Veta Virtual to firms looking for reliable, professional call handling and scheduling support, especially those wanting a dependable first point of contact without adding internal staff.

Are there any areas for improvement or something Veta Virtual could have done differently?

There were no significant issues during our engagement. Any adjustments or preferences we had were addressed promptly, and the service operated as expected. Our decision to move in a different direction was driven by internal workflow changes rather than any shortcomings in Veta Virtual’s service.

BACKGROUND

Please describe your company and position.

I am the President & CEO of Daniel Bengio, CPA, PA

Describe what your company does in a single sentence.

We are a full-service CPA firm.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Veta Virtual to accomplish?

• Answer our phone line to alleviate burden on our employees
• Properly route the calls to the intended recipient

SOLUTION

How did you find Veta Virtual?

They contacted me

Why did you select Veta Virtual over others?

• Pricing fit our budget
• Great culture fit
• Company values aligned

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

Our phone line was transferred to Veta Virtual. Their receptionists answered our calls.  Depending on the nature of the call, they would either handle it or transfer it to the proper extension in our office. In my case, they did a "warm transfer". That means they would contact me before connecting the caller, giving me the opportunity to take the call, tell the receptionist I was busy and couldn't take their call, or give the client a message that would eliminate the need for the call.

RESULTS & FEEDBACK

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

The calls were being correctly answered and routed to us.  Another metric is that clients did not complain about our receptionist!!

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

Yes

What was your primary form of communication with Veta Virtual?

Virtual Meeting

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

Their management team was extremely attentive to our needs.  We had to discontinue our contract with them, and because I did not cancel the forwarding, they continued answering our calls for almost 2 months, until they were sure we were taken care of. That is a level of service and of care for a client that is way above anything I would have expected.  For that reason alone, they deserve my unconditional recommendation for anyone looking for a virtual receptionist.

Are there any areas for improvement or something Veta Virtual could have done differently?

Just the way that they calculate the cost of each call.

BACKGROUND

Please describe your company and position.

I am the Office Manager & Paralegal of Bonneville Legal

Describe what your company does in a single sentence.

We are a boutique family law firm.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Veta Virtual to accomplish?

• Screen all incoming calls
• Collect information from potential new clients
• Take messages and communicate client needs

SOLUTION

How did you find Veta Virtual?

Referral

Why did you select Veta Virtual over others?

• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from Veta Virtual were assigned to this project?

2-5 Employees

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

Veta is an instrumental component of our business; they handle all of our incoming calls and are the first point of contact for our business. Veta agents greet new and existing customers and collect information from potential new clients.

RESULTS & FEEDBACK

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

Our business has grown over the past 20 months with Veta; their systems are clearly working to help us find and connect to new clients. 

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

We communicate with Veta on a regular basis and have annual check-ins to ensure the script is accurate and appropriate. They are willing to adjust to our needs on a moment's notice. All communication is prompt and friendly.

What was your primary form of communication with Veta Virtual?

Virtual Meeting

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

I love the model of having a handful of agents handle our calls; our clients often get the same agent and it helps us deliver a better experience for our clients. The agents are familiar with our business and do a good job of answering calls in a friendly way, collecting information, and screening calls when appropriate. 

Are there any areas for improvement or something Veta Virtual could have done differently?

No, we are honestly 100% satisfied with their services.  We absolutely love Veta and couldn't imagine our business without their friendly expertise. Their agents take the stress of incoming calls off our us which allows us to focus on other business matters.

BACKGROUND

Please describe your company and position.

I am the Director of Operations of Nazarian Law

Describe what your company does in a single sentence.

Nazarian Law is a tech-oriented law firm which focuses on Family Law, Business Law and Real Estate.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Veta Virtual to accomplish?

• Answer incoming calls
• Filter qualified leads
• Book discovery calls with qualified leads

SOLUTION

How did you find Veta Virtual?

They reached out to us

Why did you select Veta Virtual over others?

• Company values aligned
• their consistency on following up

How many teammates from Veta Virtual were assigned to this project?

6-10 Employees

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

Scope of Work – Veta Virtual

Veta Virtual is responsible for managing incoming calls to the firm. Their primary role is to screen and categorize calls, ensuring an efficient workflow. This includes:

• Identifying and qualifying potential leads, then scheduling discovery calls with the firm.
• Directing active clients to their respective lawyers for ongoing matters.
  
  This process helps streamline communication and improve client service.

RESULTS & FEEDBACK

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

Key Metrics:

Missed Calls: We successfully reduced the missed call rate from 35% to just 2%, significantly improving responsiveness.
Availability: The client coordinator can now dedicate their time to handling discovery calls instead of also managing incoming calls. This shift has led to an increase in revenue, as the client coordinator has been able to close more deals.

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

Key Strengths:

Promptness: Their team is highly responsive. Oscar, the Client Success Manager, is professional, adaptable, and quick to accept and implement feedback. The intake team is fluent, polite, and efficient, and we’ve received excellent feedback from our active clients.

Expertise: With experience working with law firms, the team is well-versed in legal terminology, making our workflow significantly smoother.

What was your primary form of communication with Veta Virtual?

Email or Messaging App

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

Reliability: They have been extremely consistent, which we truly appreciate. We feel confident in relying on them.

Are there any areas for improvement or something Veta Virtual could have done differently?

I recommend an introductory call between the client and the team handling incoming calls. It would be valuable to get to know the agents answering the phones, as they are the lead’s first impression of the company.

BACKGROUND

Please describe your company and position.

I am the CEO of CGC Accountants & Advisors

Describe what your company does in a single sentence.

We are a full service CPA firm providing tax, accounting, bookkeeping and advisory services.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Veta Virtual to accomplish?

• Make scheduling for tax season easier
• Screen incoming prospects and set appointments for them
• Contact clients for us for better customer service

SOLUTION

How did you find Veta Virtual?

Direct Email

Why did you select Veta Virtual over others?

Expertise in our industry

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

Answer calls for specific reasons, including scheduling current clients and contact from prospective clients, as well as calling clients to answer questions or convey information. They used our calendar link to schedule appointments and communicated answers in email format to me.

RESULTS & FEEDBACK

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

Although I didn't track, they scheduled nearly all tax appointment meetings and made multiple callbacks which saved at least 5 to 10 hours a week of our admin staff time during busy season, allowing us to have a much more productive tax season. Also the sales process went very smoothly because of the scheduling and screening process.

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

All responses were very prompt and the management checked in often to make sure everything was going well.

What was your primary form of communication with Veta Virtual?

Email or Messaging App

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

The quality of service was fantastic compared to several other services I had tried in this niche. The communication from the staff was fantastic and they conveyed the message in a way that made return communication very simple.

Are there any areas for improvement or something Veta Virtual could have done differently?

The first few calls had a small learning curve and I had to respond with further instructions or a reminder of our script, however after that I never had to send another reminder. So I think this was handled very well.

BACKGROUND

Please describe your company and position.

I am the President of AcuBoston.com

Describe what your company does in a single sentence.

Provides acupuncture and custom East Asian Herbal therapy to patients in Massachusetts.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Veta Virtual to accomplish?

• Cover all my phone calls Monday-Friday, 9 am- 9 pm

SOLUTION

How did you find Veta Virtual?

BNI

Why did you select Veta Virtual over others?

• Good value for cost
• very professional

How many teammates from Veta Virtual were assigned to this project?

2-5 Employees

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

Veta Virtual is a virtual answering service that answers my business phone calls during work week 9 am to 9 pm. They relay information to potential and current patients, take messages, connect patients to practitioners in urgent situations.

RESULTS & FEEDBACK

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

During on-boarding Veta Virtual collected all relevant info that they need to know in relation to patient-provider communications. We have been updating this info as needed on an ongoing basis.

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

During on-boarding all info was collected and organized so that they could answer phone calls to potential/current patients with proper info and confidence. Emails from me were addressed within an hour.

What was your primary form of communication with Veta Virtual?

• Virtual Meeting
• Email or Messaging App

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

We're impressed with their personalized services, immediate responses, and professionalism.

Are there any areas for improvement or something Veta Virtual could have done differently?

Veta Virtual is amazing! If they ever consider actually scheduling patients via my online scheduling software, that would be perfect and amazing. That was not in the scope pf the original contract, just wished for the future.

BACKGROUND

Please describe your company and your position there.

We are a boutique consulting firm who does a lot of sales playbooks. I am the president

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Veta Virtual, and what were your goals??

We needed somebody who answered the phone in a polite and welcoming tone. Call's couldn't go missed, and messages needed to be returned promptly. Veta was able to accommodate this!

SOLUTION

How did you select this vendor and what were the deciding factors?

We took bids from multiple vendors, Veta's offering was the best value.

Describe the project in detail and walk through their service package, including any calling tools used.

The receptionists services they provided covered our business hours and also included them returning messages left overnight. They always provided accurate reporting, and left a great impression with our clients. We're happy with the services they provided and gladly recommend them.

Who did you work with and what was the feedback process like?

I worked directly with management. Andy was prompt, reliable and courteous to our needs. Most importantly they gave our company a strong image, by supplying us with very helpful agents who were happy to go the extra mile.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Less missed calls (~18% reduction)! Most importantly they provided a weekly report that show us just how hard they worked. It included how many calls returned, answered, and messages taken. Delightful!

Describe their project management style, including communication tools and timeliness.

Project ran seamlessly. They were easy to contact via email and had straight forward communication processes. More companies should learn from Veta

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

They showed a willingness to go above and beyond. I've never seen a BPO / call center deliver professional services like Veta could!

Are there any areas for improvement or something they could have done differently?

No, Veta was transparent with us the entire time.

BACKGROUND

Please describe your company and your position there.

I am the owner of a boutique law firm in Fort Lauderdale Florida

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Veta Virtual?

I hired Veta Virtual to take over all of my firm's scheduling, calendar management, and be the point of first contact on inbound phone calls.

SOLUTION

How did you select this agency and what were the deciding factors?

The deciding factor was that Veta Virtual has a proven track record when working with high-end law firms, I was able to speak to others who rely on their services for one of the most important tasks that a law firm must proform in their office.

Describe the project in detail and walk through the stages of the project.

Andy Fang, Founder and Ceo, has been my point person since the inception of our services. Even today He calls my office to see if any additional services are required, and I often reach out to him directly to ask questions on issues that have zero relation to our contract. He is very smart responsive and generous with his time.

Describe the recruitment process in detail.

Andy and I chose 5 existing professionals to work for our firm on the tasks above. Veta only hires those who can do the tasks required.

RESULTS & FEEDBACK

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

My Calendar is far more organized, and my call volume higher than ever before.

How effective was the workflow between your team and theirs?

Seamless

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

The management, Andy F. and Jessica H. have solved all the issues I have had in a moments notice.

Are there any areas for improvement or something they could have done differently?

Not at this time.

BACKGROUND

Please describe your company and your position there.

I am the managing partner of a boutique law firm with 6 attorneys

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Veta Virtual, and what were your goals??

We embed our attorneys at many of our clients, so we maintain multiple email addresses and calendars. This makes it cumbersome to schedule meetings and to maintain a single calendar with all of our meetings. We also regularly receive calls from all of our clients. We engaged Veta Virtual to (1) act as a virtual receptionist to intake calls and provide warm transfers of those calls; and (2) maintain a single calendar for each attorney and schedule all meetings for our attorneys.

SOLUTION

How did you select this vendor and what were the deciding factors?

Veta Virtual found us on LinkedIn. We liked that there are live receptionists and that we have a single person who acts as our assistant, schedules meetings, and handles our calendars.

Describe the project in detail and walk through their service package, including any calling tools used.

We engaged Veta Virtual to (1) act as a virtual receptionist to intake calls and provide warm transfers of those calls; and (2) act as an assistant who maintains a single calendar for each attorney and schedules all meetings for our attorneys.

Who did you work with and what was the feedback process like?

I worked directly with Andy, the owner of Veta Virtual. Andy took the time to understand our specific needs and provided multiple questionnaires on our preferences for certain things.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

This is just simple math. The receptionist and assistant's hourly rate is much lower than the hourly rate that our attorneys bill for their time. We spent 30+ minutes a day providing availability for meetings, scheduling meetings, etc. (times 6 attorneys).

Describe their project management style, including communication tools and timeliness.

We filled out questionnaires with our preferences and had a team meetings with Andy and our dedicated assistant. We also provide feedback as things come up. Everything has been seamless. All calls are answered by a live receptionist, with warm transfers and follow-up emails. Our dedicated assistant now feels like part of our team.

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

The fact that we have a single dedicated assistant. Going in, I thought that virtual receptionists were robotic, or that they would use multiple people from call centers to handle the calls and scheduling. The dedicated personnel makes it feel personal and like they are part of our team.

Are there any areas for improvement or something they could have done differently?

None.