AnswerFirst

OPPORTUNITY / CHALLENGE

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

More than 1,000 per day.

What were your company’s goals for the partnership with this service provider?

Our goal was for them to handle 800 calls.

SOLUTION

What does this service provider provide for you on a normal basis?

They provide general services and personnel.

How did you find and select this service provider?

I found them through my family.

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

They deliver a great quality of work.

How much time and money do you estimate that this service provider saves you each month?

They save me thousands of dollars each month.

Based on your experience, what takeaways can you share about working with this service provider?

Their security services are comfortable, guaranteed, and recommended.

What do you think are the strengths of this service provider?

They provide good quality, are a good team, and I can trust them.

Where do you think this service provider can improve?

They can improve on the attention they provide.

OPPORTUNITY / CHALLENGE

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

We require inbound services three fourths of the year. The only time we don’t need assistance is during the winter.

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 75% of the inbound calls. This is our customer base.

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

We needed a reliable call service. They fit the requirements we needed for our call volume and price point.

SOLUTION

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

They help us manage our call volume.

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

We have a package deal for billing.

How did you come to work with this service provider?

We found them through an online search.

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

They are quick to respond and have met our needs.

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

We probably save $5000 a month since we don't need to hire another individual.

RESULTS & FEEDBACK

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

They are reliable and have served us well.

What are the service provider's strengths?

Like I mentioned, reliability is their strong suit.

How can the service provider improve?

Nothing comes to mind, but perhaps lower prices.

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

We’ve had their services for 3 years, since 2014.

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

It has been in the range of $5,000 to $9,999.

OPPORTUNITY / CHALLENGE

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

We have a seasonal need.

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

Probably we have 300 per day incoming.

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

We needed their help answering calls.

SOLUTION

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

They just answer our calls.

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

They bill us hourly.

How did you come to work with this service provider?

We found them through an online search.

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

They offer fast support.

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

They save us $200 per month.

RESULTS & FEEDBACK

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

It is worth the money.

What are the service provider's strengths?

The efficiency is the main strength.

How can the service provider improve?

They could be more polite.

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

We have been with them for 6 months.

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

We spend $50,000 to $199,999.

OPPORTUNITY / CHALLENGE

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

We wanted to make sure all calls are returned when we are unable to answer the phone.

How many inbound calls did your company handle every day?

40% of our calls are inbound per day.

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

The challenge was to have a company we could trust to make sure our customers are satisfied.

SOLUTION

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

They answer the customer's calls and keep a timestamp.

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

We have a package deal for one year.

How did you come to work with this service provider?

Another company suggested using them because they use them also.

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

They do well with this.

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

I don't know.

RESULTS & FEEDBACK

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

It helps us because our customers want to be able to leave us their message so that we can return their call.

What are the service provider's strengths?

They are always there when we need it and it's affordable.

What areas can the service provider improve?

There is nothing they can do better.

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

We started working with them in October 2015.

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

I prefer not to answer.