Answering Service Care

BACKGROUND

Introduce your business and what you do there.

I’m the CFO and founder of Flores & Foley Roofing.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Answering Service Care?

We wanted to extend our customer service operations to cover after-work hours. This is especially important in the construction industry. We turned to Answering Service Care to provide live agents 24/7.

SOLUTION

What was the scope of their involvement?

Answering Service Care helped us provide compassionate, round-the-clock customer service. Their live agents are given a script for what questions to ask our customers.

What is the team composition?

I’m not aware of exactly how many people are working in the background, but I am in close contact with Luis (COO) who is at the very top of their command chain. 

How did you come to work with Answering Service Care?

I found them through a referral base, which I believe was a peer board of different businessmen around Wilmington.

How much have you invested with them?

We pay $3,000 a year, except for that one time when we were hit by a storm and ran a huge bill of $10,000 for a month.

What is the status of this engagement?

We’ve been working with Answering Service Care for the better part of eight years now. Our partnership started in February 2013 and is ongoing.

RESULTS & FEEDBACK

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

I do a lot of the marketing in our company, and part of our efforts is to ask every caller where they’ve heard about our company. Through Answering Service Care’s services, we’ve been able to capture that 70% of our callers have come from a referral. We’ve also been able to track who called, how many times, what their inquiry was about, and whether or not somebody had called them back already.

They’ve supported us in instances when our administration is jammed up and have allowed us to extend our customer service operations well beyond the time when our offices are closed. Hiring them has been a great investment for a company. We’re very happy at this time. 

How did Answering Service Care perform from a project management standpoint?

Luis, in particular, has done a sensational job of being an extension of our business. His communication skills are top-tier and he’s very responsive despite the fact that he’s probably handling hundreds of emails a day. It might come across as braggadocious, but we have worked together through tough times and I’m on a very good path with Answering Service Care.

As for the tools, we use a CRM called JobNimbus coupled with standard emails. 

What did you find most impressive about them?

Successful execution and great communication are a hallmark of Answering Service Care’s work. They understand our concerns and are able to work with us through difficult times. It's a very collaborative partnership and it's a big win for us.

Are there any areas they could improve?

They could improve on their ability to recognize second-time callers, especially if that person calls twice on the same day. It would save that particular customer from having to go through the two-minute survey all over again. Perhaps they can calibrate their system to have that level of recognition.

Do you have any advice for potential customers?

Especially if you're just starting your engagement with Answering Service Care, be sure to reach out and talk to the owner or somebody from the higher levels of the organization. Check in with them and listen to their feedback. Proactive calls like these will greatly help at nipping any issues in the bud.

BACKGROUND

Introduce your business and what you do there.

I’m the receptionist of Flores & Foley Roofing, a roofing company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Answering Service Care?

When office lines are occupied, the incoming calls would have to go to an answering machine. However, we hired Answering Service Care because using their answering service was more effective.

SOLUTION

What was the scope of their involvement?

When a customer calls us, and we can’t get the call, Answering Service Care takes the call and asks the appropriate questions. This way, when we follow up with the customer, we already have most of the information we need about them, such as their name, address, and what services they need from us.

What is the team composition?

We get a variety of messages, so I think there’s a variety of employees from Answering Service Care answering our calls. However, I’m not sure how many people are working on our account.

How did you come to work with Answering Service Care?

I don’t know how my company found them because they already worked for us when I joined. However, they’re a great fit for us because a real person answers our customers’ calls, which gives them a better experience.

How much have you invested with them?

We spend around $3,000 per year.

What is the status of this engagement?

We’ve been working with them since 2013, and our engagement is ongoing.

RESULTS & FEEDBACK

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

If the information was wrong when taking a message, we wouldn’t be able to contact the customer. Answering Service Care always captures the information accurately, which is extremely beneficial for us.

How did Answering Service Care perform from a project management standpoint?

Answering Service Care performs very well. We communicate via email and phone calls.

What did you find most impressive about them?

Answering Service Care’s staff is trained on what information to collect from our customers. Their service is not generic; they request and capture the information we need.

Are there any areas they could improve?

It would be good if they noted whether the customer’s call was an emergency or not.

Do you have any advice for potential customers?

Set the expectations and explain what information you need to get from your customers. Then, ensure that their communication is clear and they’re asking the right questions.

BACKGROUND

Introduce your business and what you do there.

We’re a food-grade manufacturing facility that runs 24/7, 365 days a year. I’m the HR manager for this location.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Answering Service Care?

We were trying to streamline the way in which employees call in to notify their supervisors. We wanted an alternative solution to just leaving a voicemail, or calling just one person.

SOLUTION

What was the scope of their involvement?

Answering Service Care set up a system where, upon receiving a call, they forward an email or text with the necessary information to several people on our team. They ask the caller for their name and the reason for their call. I’ve listened to the phone calls, which are recorded, and the answerers have been different people.

Setting up the service was very easy; I only had to go through a quick phone call and fill out a form.

What is the team composition?

There are several people on their team who answer the phone calls, which can come at any time of day. I’d assume that their team consists of at least 15 people.

How did you come to work with Answering Service Care?

We found them through a basic internet search. I got the idea to rely on an answering call service from my children’s pediatrician.

How much have you invested with them?

We’ve spent less than $5,000. We pay monthly with a credit card.

What is the status of this engagement?

We began around October 2018 and have an ongoing relationship with them.

RESULTS & FEEDBACK

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

The service made it very convenient for us since we no longer have to bug our sick employees about their symptoms amidst COVID-19. Their support has also increased the efficiency with which information is passed to supervisors. We no longer have to worry about being notified too late and can act quickly to preempt being short-staffed.

How did Answering Service Care perform from a project management standpoint?

If I send an email, I can expect to get an answer in less than an hour. I can email their customer service, and they’ll address my concern or implement the necessary changes very quickly. They’re perfectly easy to deal with.

What did you find most impressive about them?

The people who answer the phones are exceptional. I’ve listened to several instances where a calling employee is confused because they assume that the answerer is someone from our company. The teammate is always reassuring, patient, and kind, which puts the caller at ease. They’ve always been great at interacting with our employees.

Are there any areas they could improve?

The only thing negative thing I can think of is that when they’re receiving lots of calls, employees sometimes have to wait on the line. But that’s very rare.  

Do you have any advice for potential customers?

If you clarify your directions and put it in writing, you can expect them to be followed to a T.

BACKGROUND

Introduce your business and what you do there.

I’m the director of client services at a graphics printing company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Answering Service Care?

We were missing calls and inbound leads, both after hours and during the day when things got busier.

SOLUTION

What was the scope of their involvement?

They provide us a live answering service. Once we set up our account, we put together a decision tree with some rules. Since then, we’ve made some updates, but we have all of our calls forwarded to Answering Service Care.

On their end, they answer the phone, so that our callers don’t have to leave voicemails. They have a live agent who follows our script to qualify customers. From there they’ll either transfer calls to a dedicated extension or send us an email and text message summary of the conversation. Finally, we have a portal where every call is recorded so we can see information about each call.

What is the team composition?

We work with Jessica (Director of Business Development) primarily. We’ve also had interaction with their tech support and billing teams.

How much have you invested with them?

We’ve spent around $7,000.

What is the status of this engagement?

We started working together in August 2018, and our work is ongoing.

RESULTS & FEEDBACK

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

We look at any leads that came in and resulted in new business for us. Looking at those numbers, their service has paid for itself many times over.

How did Answering Service Care perform from a project management standpoint?

Early on, we had a lot of interactions with Jessica, and she was great. She always answered our questions in the same day, often within the hour. We’ve also been checking for call quality and accuracy, and it’s all been great. We’ve never had an issue with a caller who was unsatisfied, or a call wasn’t handled correctly. Overall, we’ve been very pleased. 

What did you find most impressive about them?

Their responsiveness really stands out.

Are there any areas they could improve?

Maybe they could do an annual review of our account, to help us identify more areas of improvement.

Do you have any advice for potential customers?

First, they need to figure out the call volume because that will drive the decision on which package to pick. Secondly, do your homework and create a decision tree. Finally, be sure to educate whoever on-staff is used to picking up phone calls directly.

BACKGROUND

Please describe your company and your position there.

CEO of Digital Transformation company serving healthcare, finance, and public sector.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Answering Service Care?

For general and client specific call center answering service

What were your goals for this project?

low response times.

SOLUTION

How did you select this vendor?

Spoke to peers.

Describe the project in detail.

We run client specific call center answering services through them.

What was the team composition?

End clients, consultants, and answering service.

RESULTS & FEEDBACK

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

great sla and response time.

How effective was the workflow between your team and theirs?

They have maintained a very effective workflow.

What did you find most impressive about this company?

The friendliness of their staff stands out. They got to know our clients!

Are there any areas for improvement?

Nope

BACKGROUND

OPPORTUNITY / CHALLENGE

• Phone skills
• relaying messages
• knowing if it's a true emergency or not

SOLUTION

• High ratings
• Pricing fits our budget
• Good value for cost

RESULTS & FEEDBACK

• Virtual Meeting
• Email or Messaging App

BACKGROUND

Please describe your company and position.

I am the Director of Chrysalis Enterprises of Ohio

Describe what your company does in a single sentence.

Counseling Practice

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Answering Service Care to accomplish?

• Answer calls
• Schedule clients

SOLUTION

How did you find Answering Service Care?

Online Search

Why did you select Answering Service Care over others?

• Company values aligned
• Bilingual services

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

ASC answers incoming calls, schedules appointments, and sends us messages.

RESULTS & FEEDBACK

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

Customer satisfaction, good workflow re: scheduling

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

Answering Service Care has saved me tons of time and hassle by answering incoming calls, scheduling clients, and handling messages. Knowing that calls will be answered by a live agent 24/7, in English and Spanish, gives me peace of mind. Additionally, whenever there's a mistake or service issue, their team responds promptly.

What was your primary form of communication with Answering Service Care?

• Virtual Meeting
• Email or Messaging App

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

• Bilingual services (English & Spanish)
• 24/7 call answering with a live agent
• prompt response when there are issues.

Are there any areas for improvement or something Answering Service Care could have done differently?

There have been times when a training or communication issue within ASC caused a disservice to my clients.

BACKGROUND

Please describe your company and position.

I am the Manager of Fun Park Go

Describe what your company does in a single sentence.

Travel agency

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Answering Service Care to accomplish?

• Saving time
• Saving money
• Weeding out people that want to waste time.

SOLUTION

How did you find Answering Service Care?

Online Search

Why did you select Answering Service Care over others?

Pricing fit our budget

How many teammates from Answering Service Care were assigned to this project?

1 Employee

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

Answering service that helps my agency book more appointment's

RESULTS & FEEDBACK

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

Saving time and gathering leads for the business

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

Yes been great to work with

What was your primary form of communication with Answering Service Care?

Email or Messaging App

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

They're great to work with; they're always available.

Are there any areas for improvement or something Answering Service Care could have done differently?

NO

BACKGROUND

Please describe your company and position.

I am the Owner of Chow Management

Describe what your company does in a single sentence.

Property management

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Answering Service Care to accomplish?

• Callers can leave a message with a human
• No voice mails
• Prompt attention

SOLUTION

How did you find Answering Service Care?

Online Search

Why did you select Answering Service Care over others?

Pricing fit our budget

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

Owners calling don't have to leave a voice mail, they speak directly to a human and I have a record of all calls.

RESULTS & FEEDBACK

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

Happy callers

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

They have met all my demands except one.

What was your primary form of communication with Answering Service Care?

Email or Messaging App

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

I'm most impressed with having a record of all calls.

Are there any areas for improvement or something Answering Service Care could have done differently?

They need to update their mobile app. I was told it would be done within a month, 5 months ago

BACKGROUND

Please describe your company and position.

I am an executive of a healthcare company

Describe what your company does in a single sentence.

Multi-specialty medical office.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Answering Service Care to accomplish?

• After hours answering service for our medical office.

SOLUTION

How did you find Answering Service Care?

• Online Search

Why did you select Answering Service Care over others?

• Pricing fit our budget

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

We contracted with Answering Service Care to provide an answering service for our patients when the medical office is closed. They take calls in the evening and forward them to our medical providers if the issue is urgent.

RESULTS & FEEDBACK

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

Staff trained on the use of the new system.

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

The team was responsive and timely.

What was your primary form of communication with Answering Service Care?

• Virtual Meeting
• Email or Messaging App

Are there any areas for improvement or something Answering Service Care could have done differently?

There's sometimes confusion on how to use the ap to retrieve messages.