What was the scope of their involvement?
AnswerLive provides 24/7 answering services for our clients. We provide scripts, and their agents take a message that notes the caller’s name, phone number, location, and problem in one sentence. They then pass the message to us, but they’re instructed to never just leave a message.
If an agent can’t reach one of our employees over the phone after five minutes, they instead follow an escalation spreadsheet to call someone in a higher position. It goes all the way up to our director. Every message is considered critical and treated equally.
What is the team composition?
We have contracts with five site locations in our offices in New Hampshire, New Jersey/New York, Maryland, North Carolina, and Michigan. I have one immediate point of contact for adding new sites or invoicing issues. We’ve never had to contact her to report an AnswerLive employee not doing their job.
How did you come to work with AnswerLive?
The company had been working with AnswerLive before I joined the company.
How much have you invested with them?
We spend about $15,000–$20,000 per year.
What is the status of this engagement?
The partnership began in July 2010 and is ongoing.