Answer America

OPPORTUNITY / CHALLENGE

Why does your firm need outbound services? Did you previously handle these needs in-house?

We need outbound services to reach the exact customer base we want to direct our sales to. Also, the price of outbound services is an important factor, considering the range and detail of the services.

What was the volume of outbound calls your company was handling per day?

The number of outbound calls we receive and deal with daily is in excess of 50.

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

Our goal was to reach as many people as possible to introduce our business, community involvement, and prospects for our new customer base.

SOLUTION

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

They provide us with the ability to reach an audience that we would not be able to reach if we did not use this service.

Could you describe the service provider's pricing structure and how they billed you?

They have a multi-structure payment system. We pay for our contract by the year. We have found it to be beneficial and cost-saving.

How did you come to work with this service provider?

We met them through a trade show exhibit.

How would you assess the service provider's ability to conduct outbound sales calls, generate new business, and handle customer issues?

Excellent. We are very pleased with the services we receive. It has increased our sales and generated an increase of 37% in business revenue. They also help keep our customer demands and needs relevant to us at all times.

How much time, in hours, does this service provider save you each month?

90 hours.

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

We estimate between $1100-$1500.

RESULTS & FEEDBACK

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

They are on our side through it all. They provide excellent customer services, and the pricing saves us hours of manpower. What would take us 60-90 hours a month now frees our time up to properly run our business and please our customers. They have much better services compared to their competitors.

What are the service provider's strengths?

They deliver excellence in communication and collaboration.

How can the service provider improve?

They meet all our needs. I do not see any areas that need improvement.

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

We started in 2015, and it's ongoing.

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

$50,000 to $199,999.

OPPORTUNITY / CHALLENGE

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

We need reliable services.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

There was a high volume of 60% we had to handle.

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

We had to satisfy both the company and our customers’ needs.

SOLUTION

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

They answering incoming customers calls and provide recording services for voice messages.

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

We are billed on a monthly basis.

How did you come to work with this service provider?

Our IT technician found them.

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

I don’t have a comment for this at the moment.

How much time, in hours, does this service provider save you each month?

We are saving 50 hours per month.

RESULTS & FEEDBACK

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

They make our business more reliable when it comes to our customers’ incoming calls.

What are the service provider's strengths?

They are professional.

How can the service provider improve?

They are good so far.

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

I believe we are going on 3 years now, since 2014.

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

We are investing approximately $1,000,000 to $9,999,999.

OPPORTUNITY / CHALLENGE

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

We like to give the best customer service 24/7.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

We were handling 30%.

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

We just needed to give the best customer service we could.

SOLUTION

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

AnswerNet answers our customers’ calls and helps them with any questions they have.

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

The bill us hourly. We have them answer calls when we can’t.

How did you come to work with this service provider?

Another business recommended them to us.

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

They do a great job at answering calls and giving great customer service.

How much time, in hours, does this service provider save you each month?

They probably save us $50,000 a month.

RESULTS & FEEDBACK

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

They are just as good as some of our employees.

What are the service provider's strengths?

They are very informative and are able to answer any questions.

How can the service provider improve?

Nothing so far, they are great.

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

We have been working with them for 4 years, since 2013.

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

We’ve invested around $10,000,000.

OPPORTUNITY / CHALLENGE

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

To reduce the workload on staff inhouse.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

The work is essential. About 40% of staff time was spent on inbound calls.

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

To have an inbound call answering service to allow in-house staff to focus in other areas.

SOLUTION

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

Answering all inbound calls, providing basic information to callers, and directing calls to appropriate staff as needed.

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

It is a package deal.

How did you come to work with this service provider?

Through an online search and looking at various online reviews.

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

They are excellent in areas thus far.

How much time, in hours, does this service provider save you each month?

They save us several man-hours per day. No direct money savings, except that we have not had to hire additional staff to cover the phones

RESULTS & FEEDBACK

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

The partnership has helped our staff focus on other duties and still provide those who call with accurate information and a positive caller experience.

What are the service provider's strengths?

The service is affordable, efficient, and flexible to our needs.

How can the service provider improve?

Not sure at this time.

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

Ongoing.

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

We invest less than $10,000.

OPPORTUNITY / CHALLENGE

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

We have a busy schedule and a phone log allows for all calls to be answered.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

100

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

Our goal was to have more calls answered and not potentially lost due to no answer.

SOLUTION

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

They answer incoming calls.

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

We are billed monthly for a short-term contract.

How did you come to work with this service provider?

We found them through a Google search.

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

They are friendly and provide solid support for incoming calls.

How much time, in hours, does this service provider save you each month?

20.

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

I'm unsure, as it would depend on how many potential sales I would have lost otherwise.

RESULTS & FEEDBACK

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

They are friendly and answer quickly.

What are the service provider's strengths?

They have friendly employees and a quick response rate.

How can the service provider improve?

There is nothing I have seen so far.

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

May 2017 - Ongoing.

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

$10,000 to $49,999.

OPPORTUNITY / CHALLENGE

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

I need to take the pressure off the in-house team.

How many outbound calls did your company handle every day?

My company's outbound calls are about 65%.

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

My goal was to lighten the load.

SOLUTION

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

They provide call services for us to open other business opportunities for me.

Could you describe the service provider's pricing structure and how they billed you?

They bill us monthly.

How did you come to work with this service provider?

I did research.

How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?

They have been great thus far.

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

It saves me a great deal of time.

RESULTS & FEEDBACK

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

The pro is they are great, the con is the cost.

What are the service provider's strengths?

Their reliability is strong.

What areas can the service provider improve?

There is nothing, they are great.

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

We have worked with them for four years.

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

We spend $5,000 to $9,999 per year.