Anserve Inc.

BACKGROUND

Please describe your company and position.

I am the Office Manager of Ophthalmic Physicians of Monmouth

Describe what your company does in a single sentence.

Ophthalmology Medical Office

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Anserve Inc. to accomplish?

• Take afer hour calls from patients for our office
• contact physicians with emergency calls after hours regarding patient care
• lower cost for after hour service

SOLUTION

How did you find Anserve Inc.?

contacted by representative

Why did you select Anserve Inc. over others?

Pricing fit our budget

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

Answer phones for incoming calls to our medical office after hours from patients.  Take messages to relay to the office once re-opened and/or contact on call physician regarding patient emergency calls and concerns as deemed necessary.

RESULTS & FEEDBACK

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

Our calls have been handled professionally and have met our needs.  It has saved our office money on a monthly basis while receiving excellent service.  The staff has suggested cost effective solutions.

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

Management has provided exactly the service expressed that would be provided and they continue to work with our office to meet all needs required.

What was your primary form of communication with Anserve Inc.?

• Virtual Meeting
• Email or Messaging App

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

After a unique situation causing our volume of after hour calls to rise, the company reached out to us to offer some cost saving suggestions. This type of service was very much appreciated and impressed us with their care for our needs to be met.

Are there any areas for improvement or something Anserve Inc. could have done differently?

No. They went above our expectations.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a lock and safe company. We do access control, open and repair safes, and create master key systems. Additionally, we offer door closing, turning floors, and lock changes.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Anserve Inc.?

I had nobody to pick up the phone when I was on the road. I needed someone to do that, make intelligent statements, and represent my company properly.

SOLUTION

What was the scope of their involvement?

Anserve Inc. takes calls for me. They take customers’ names, numbers, and addresses if they’re willing to provide them. From there, Anserve Inc. forwards me the information via email, and I call customers back. 

What is the team composition?

I’ve been in contact with supervisors from Anserve Inc.

How did you come to work with Anserve Inc.?

I was looking for a new service provider because I didn’t like my previous one. While driving home, I passed Anserve Inc.’s building and approached them. 

What is the status of this engagement?

We started working with them around 2011, and the engagement is ongoing.

RESULTS & FEEDBACK

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

My engagement with Anserve Inc. has worked out well. Sometimes I call my own number and see how long it takes for them to pick up.

Do you have any advice for potential customers?

Talk to Anserve Inc., get to know them, tell them what you want, and let them do their thing.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of operations and government relations for Commercial Utility Consultants, Inc.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Anserve Inc.?

We primarily hired them for call center services.

SOLUTION

What was the scope of their involvement?

Anserve Inc. assisted us with call center services and customer service. They provided us with translation services; the primary language being translated was Spanish. Anserve Inc. also played a role in helping our customers take action with regard to our business. Residents could ask the employee from Anserve Inc. to take them off the participation list, and they would do that for us. 

We provided them with scripts and documents that were mailed out to our customers, and they completed all the training on their end. They worked remotely, but we were in the same state. 

What is the team composition?

We primarily worked with Ellie (Senior Account Manager) and spoke to Rob (President) at the beginning. The number of agents they had working for us depended on the call volume we were getting, which we informed them of ahead of time. 

How did you come to work with Anserve Inc.?

They were hired before I started working at the company, so I don’t know the answer to that. 

How much have you invested with them?

We invested around $35,000. 

What is the status of this engagement?

We worked together between January 2013–January 2023. The engagement is on hold for now, but we hope to bring them back as soon as possible.

RESULTS & FEEDBACK

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

They did an incredible job handling calls efficiently and expeditiously, and we never had a complaint about them. Anserve Inc. was phenomenal, and the feedback we had from customers was positive. A lot of the people that the agents from Anserve Inc. spoke to were antagonistic, but the agents handled it with ultimate professionalism. 

How did Anserve Inc. perform from a project management standpoint?

Ellie was incredible and made the whole experience very easy; she was knowledgeable and made it simple when we needed to pivot. We had excellent project management, and the budget was set in advance on a monthly basis, so that was never an issue. We never had any problems because it was seamless on their end. We used phone calls and emails to communicate, and we had our own software for project management. 

We never met anyone in person, but most of the time, they only took 10 minutes to respond. 

What did you find most impressive about them?

Anserve Inc. was knowledgeable about the services they provided. We were also able to make sure that we adjusted our contract based on our needs, which we appreciated. Overall, we were impressed with their responsiveness and ability to pivot. 

Are there any areas they could improve?

We wouldn’t change a single thing. 

Do you have any advice for potential customers?

Don’t hesitate to call them; they’re worth the investment because of the level of care you’ll get for your customers.

BACKGROUND

Introduce your business and what you do there.

I’m the director of site operations at a real estate company that manages residential buildings.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Anserve Inc.?

We needed assistance with our emergency calls.

SOLUTION

What was the scope of their involvement?

Anserve handles our emergency calls after 5 p.m. during the week and 24 hours during the weekends. Additionally, if our phones go down during the day, we can ask them to redirect the calls for them to handle while we get our system back.

Initially, we gave them a script detailing how we wanted them to answer the phone. It includes a couple of questions to determine if the calls are in fact an emergency or not. When they answer the calls, they go through those questions. If it is in fact an emergency, they follow the protocol we specified on who to call first, second, and third in order of importance. They call each number twice before moving to the next until they get a hold of someone.

The first person they call is the building’s manager, the second person is the supervisor, and the third person is me, the director of site operations. In case I don’t answer the phone, they call directly to my supervisor, the VP of operations. Additionally, Anserve emails us a recap of the calls that happened overnight first thing in the morning.

What is the team composition?

I work directly with two people from Anserve: Maureen (Senior Manager) and another person. I’ve also talked with Peter (Director of Business Development), and I often talk with the operators.

How did you come to work with Anserve Inc.?

We were already working with Anserve when I joined the company.

How much have you invested with them?

We spend a couple of hundred dollars per month for their services. Every year, I compare their prices to ensure that we’re getting the best price possible, and continuing to work together is a good indicator of that.

What is the status of this engagement?

I believe that my company started working with Anserve from the beginning, in around 2001, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Anserve answers every after-hours call, no matter the time. Our residents always have someone to contact in case of an emergency, which is the greatest aspect of our engagement.

How did Anserve Inc. perform from a project management standpoint?

Anserve’s project management is great, and their communication is fantastic. They transcribe exactly what the message is and always ask the questions we need them to ask. They’re also great at screening the calls and figuring out if they require an immediate response or not. Additionally, their record-keeping is awesome, so we can always rely on having records of every call in case we need them to defend ourselves from a lawsuit, for example.

What did you find most impressive about them?

Anserve’s consistency is impressive — they always answer the phone and relay the message. We’ve never worried about them not answering our phones.

Are there any areas they could improve?

Anserve sometimes mixes up the protocol, which is not an issue. They simply call the wrong person on the list, but we either take the message and relay it to the proper person or let them know so that they follow the proper protocol next time.

Do you have any advice for potential customers?

Spend a lot of time detailing your script and ensure that your protocol list is current so that they don’t call the wrong person.

BACKGROUND

Introduce your business and what you do there.

I’m an executive at a painting contracting firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Anserve Inc.?

We needed call center services for our business.

SOLUTION

What was the scope of their involvement?

Anserve Inc. has been answering our incoming phone calls when we’re not at the office. We have them a script and list of information so they can take intel from there and answer questions to our customers. They also take the important info, like our customers’ names, addresses, and the services they’re looking for, to relay the message to us so we can call them back when we’re back at the office.

What is the team composition?

We’ve been working with their management team and salesperson.

How did you come to work with Anserve Inc.?

We found them through an online research when looking for a local call center

How much have you invested in them?

We’ve spent around $11,000 with them so far.

What is the status of this engagement?

We started working together in January 2017, and the engagement is ongoing.

RESULTS & FEEDBACK

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

They’ve been providing great services for us because when our customers call, they can speak to a real person, rather than handling an answering machine — we’ve been very happy with them meeting our expectations.

How did Anserve Inc. perform from a project management standpoint?

Their project management has been fabulous in terms of meeting deadlines and staying within budget — it was a seamless transition. Regarding communication, we use email.

What did you find most impressive about them?

They’re very quick on rectifying any issue that may arise, so their attentive service is what stands out the most about their work.

Are there any areas they could improve?

They could decrease their hold times; they’re not doing bad, but I want our clients to be able to reach out to them right away rather than having to sit on hold.

Do you have any advice for potential customers?

Provided a detailed script and a list of information so they can have accurate intel on their end to make it a more seamless transition and use of their service.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Manhattan Orthopedic & Sports Medicine Group.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Anserve Inc.?

We needed someone to provide us with call center services.

SOLUTION

What was the scope of their involvement?

We’re a very busy practice that receives 3,000 phone calls on a monthly basis, so Anserve Inc. remotely manages all our phone calls during our company’s lunch period and after office hours.

What is the team composition?

I’m not sure how many people are working the phones, but what I do know is they operate efficiently.

How much have you invested with them?

We invest about $12,000 a year.

What is the status of this engagement?

I believe the ongoing partnership started in January 2018.

RESULTS & FEEDBACK

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

I gauge the success of the partnership based on the frequency of customer complaints and so far, Anserve Inc. is doing exceptionally well in minimizing negative feedback.

How did Anserve Inc. perform from a project management standpoint?

Their project management is very professional and straightforward, so I don’t have any complaints.

What did you find most impressive about them?

We’re impressed with their performance and how they’re able to accomplish their goals well.

Are there any areas they could improve?

One thing we’re working on at the moment is implementing an overflow line, so we can start calls at a particular time. We’re also currently working on an updated contract with new details and requirements.

Do you have any advice for potential customers?

To get the most out of your engagement, just make sure you’re on the same page with Anserve Inc. when it comes to the requirements and scope of the work.

BACKGROUND

Introduce your business and what you do there.

I’m the manager of patient operations and electronic medical records (EMR) for a medical center. I also oversee our phone systems and how we manage our call volume. Our organization offers an array of financial services to the underinsured population, regardless of their ethnicity or migrant status.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Anserve Inc.?

We weren’t able to answer the volume of calls that we were receiving, so we saw the need to contact Anserve for additional support.

SOLUTION

What was the scope of their involvement?

Anserve provides us with call center support during our daytime hours, taking calls for appointments. However, anything that’s urgent gets forwarded directly to the respective provider. They also offer evening coverage on a rotating schedule to support when the providers already went home for the day.

They don’t handle our schedules or other things of that nature; they typically take messages for us and forward them to us via email. We also came up with a system to manage those messages on the Cloud.

Anserve representatives have very specific guidelines on the services we provide, our operation hours, and any other services that aren’t within our scope but offered in our facility. These guidelines help them provide patients with more general information while they have them on the phone to minimize the calls that need to be returned.

Anserve provides all the tools and training needed to their agents in order to do their job. We don’t provide them with anything other than the call routing; we just transfer the calls directly to their agent’s numbers during their working hours. They take about 2,000–3,000 calls per month, but they were taking more at the beginning of our engagement because we had a call overflow.

What is the team composition?

I’m not sure how many people from Anserve work for us on a daily basis, but it depends on the volume of calls that they’re taking. I’m sure that we had more call center representatives working for us initially, but once they got a hold of our call volume, that number probably reduced.

How did you come to work with Anserve Inc.?

Anserve has worked with my company for over 15 years, so I’m not sure how they initially connected.

What is the status of this engagement?

My company started working with Anserve 15 years ago, in 2006.

RESULTS & FEEDBACK

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

As I mentioned, they take around 2,000–3,000 calls per month, either during daytime or after hours, and their communication is flawless. I’ve never encountered any issues with their service. If anything, we’ve only had small issues from our end from not having the calls routed properly.

How did Anserve Inc. perform from a project management standpoint?

Anserve’s staff is very responsive and provides me with the information that I need. We receive reports from them every morning, and if something extraordinary happens during the day, we usually get that information within two hours.

If there are any changes necessary, I communicate that to Anserve. I also schedule a meeting with the team, and we see how to approach any changes needed from their end.

What did you find most impressive about them?

Anserve communicates effectively and provides excellent service. They’re also very approachable, and they accommodate us whenever we need things to change.

Are there any areas they could improve?

I don’t have any specific feedback in this regard.

Do you have any advice for potential customers?

Having good communication, a game plan, and a main point of contact always help these partnerships.

BACKGROUND

Introduce your business and what you do there.

I’m a nephrologist with my own private practice.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Anserve Inc.?

I needed help answering calls after hours.

SOLUTION

What was the scope of their involvement?

They provide an answering service for me. Anyone who tries to reach me outside of regular office hours can reach them. They also take messages. For example, if a hospital calls with a patient issue, Anserve, Inc. will take that message and send it to me in the form of a text or a phone call.

What is the team composition?

They have several employees.

How did you come to work with Anserve Inc.?

When I first started working, I was an employee of a different doctor who used Anserve Inc. He used them, and that was my initial introduction.

How much have you invested with them?

I’ve spent close to $20,000 over the years.

What is the status of this engagement?

We started working together in June 2007, and our relationship is ongoing.

RESULTS & FEEDBACK

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

Their quality is good. If it’s an urgent message, they’ll call. They’re very thorough and timely.

How did Anserve Inc. perform from a project management standpoint?

The team gets all of my messages to me quickly. I can call them through a backline they have for doctors.

What did you find most impressive about them?

They’re very efficient and competent at what they do.

Are there any areas they could improve?

No, they’re pretty good.

Do you have any advice for potential customers?

I would highly recommend them to any doctor or anyone who needs an answering service. They’re good at what they do, and I have no issues with them.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of Bolkema Fuel Company, a home heating oil supplier.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Anserve?

We needed customer service support.

SOLUTION

What was the scope of their involvement?

Anserve has handled our after-hours calls for about 45 years. They take messages from our customers and relay them to us via phone call.

How did you come to work with Anserve?

I can’t really recall — it was a long time ago. Probably they were the only customer service business in town at that time.

How much have you invested with them?

Their monthly fees are between $200–$300, depending on the call volume. 

What is the status of this engagement?

We started our relationship in January 1976, and it’s ongoing.

RESULTS & FEEDBACK

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

I don’t expect the team to be very knowledgeable in my business when they speak with my customers, but for some reason they are. I assume they do a bit of research on the companies they work for. They’re able to give well-informed answers to our clients and resolve their doubts. 

How did Anserve perform from a project management standpoint?

I speak with somebody from Anserve every single day. They’re very responsive. We communicate by phone and text messages. 

What did you find most impressive about them?

Anserve has always been reliable and has been able to help out. For example, during Hurricane Sandy when we had no phone service and our landline was taken out, we forwarded our phones to the team. They took care of all the phone calls, answering them in a timely manner. They’ve constantly excelled even when there are issues with the phone lines and power grids. 

They’ve been excellent throughout all these years. Our customers are very happy interacting with Anserve's team.

Are there any areas they could improve?

I’ve never had any issues. 

Do you have any advice for potential customers?

I’d say to be involved in your relationship with Anserve.

BACKGROUND

Introduce your business and what you do there.

We’re a multi-physician medical practice and I’m the administrator here. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Anserve Inc.?

We were looking for a team that could handle our volume of calls and the complexity of getting the information given the environment and how much the technology was changing. As a result, we wanted to engage with a facility that would be able to do that and grow with them in the future. Our initial partner was just a small mom-and-pop shop and was not really ahead of technology. 

SOLUTION

What was the scope of their involvement?

In the early 2000s, when technology was becoming more prevalent, Anserve performed paging services for us. Doctors carried pagers and some of them had cellphones to make calls, but the majority was still using public phones or payphones. We’ve been with them for almost 20 years.

We hired them to provide answering services whenever we’re not open such as nights, weekends, holidays, and other similar days. They answer the phone for us and route calls to the proper doctors. Currently, we have about 18 doctors. For example, if there’s a doctor on call on a Tuesday evening and a patient, hospital, or facility is looking to speak to a doctor, the Anserve team will respond to them. 

Since we’re in the medical field, there’s an immediacy because people’s lives are at stake. There may be times when people will reach out to us when their family member is sick, and they’re trying to find a doctor to accommodate them. It's very important for the team to provide a calm voice at the other end of the line. 

Once they receive an emergency call, they will text the information to the doctor. If there’s no response from the doctor after three times, they will immediately reach out to me and inform me about the situation. If not, they will either answer the questions to the best of their abilities or get those messages to our office. Moreover, if it’s something that can be handled by an office administrator, they’ll convey the message to us the next business day when the practice is open. We also get a fax copy of all the calls they’ve received overnight. 

What is the team composition?

I speak with 6–7 people from Anserve on a regular basis including the owner, the owner’s son, supervisors, technical staff, billing department, and more. 

How did you come to work with Anserve Inc.?

I asked some colleagues about their trusted answering services company, and Anserve was referred to us. That’s how we originally interviewed them. We also checked some of their references. Additionally, I liked that they were a mid-sized company and they had their eye on keeping the latest technologies. 

Moreover, I appreciated that they were big enough to be at the forefront of technology but small enough that I could still engage with their owner — which is something that I wouldn’t be able to do in a lot of companies. 

How much have you invested with them?

We’ve probably spent $10,000–$12,000 per year. 

What is the status of this engagement?

Our ongoing work began in January 2003.

RESULTS & FEEDBACK

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

For the time that we’ve been with Anserve, they’ve always been ahead of the curve and have computer programs and technologies that are up to date. We’ve been happy ever since we collaborated with them. The team’s services are excellent and we’ve had no problem or issues with Anserve — that’s also the reason why we’ve stayed with them. 

We’re here in New Jersey and we’ve been hit very hard a year ago by COVID-19, and because of that, we’ve received calls from people who get hysterical. Despite that, the team has remained professional and calm during those calls. They efficiently take calls and route them to the proper people. 

How did Anserve Inc. perform from a project management standpoint?

We communicate with them in several ways including emails, phone calls, text messages, and whatever is necessary for the situation. 

What did you find most impressive about them?

Their services distinguish them from other providers. Companies that have similar services to Anserve offer almost the same price. However, what Anserve does for our business is what keeps our relationship solid. Everyone that’s decided to use them has always had a positive experience. 

I’m impressed that whenever I need any information, I can also reach out to their operators who answer the call for us, and they’re capable of helping me too. 

Do you have any advice for potential customers?

Tell them what you need and they will tailor a program to meet your needs. Anserve has the experience and technology to make your project a success.