What was the scope of their involvement?
Back Office Betties provides virtual reception services, scheduling appointments for me through Acuity Scheduling.
In the beginning, I worked with Karen (Client Manager) to create a script for the call staff, which included a questionnaire that would help us qualify prospective clients. Their team would then schedule appointments for consultations.
It was important to me that the receptionist understood how to handle situations when something didn’t quite fit the protocol. They needed to answer the phone in a friendly way so that callers could understand immediately if they qualified to meet with us and then book a time.
What is the team composition?
Besides Karen, they’ve assigned a dedicated reception team of 6–8 to answer my phone. The team has been consistent, which means that they've quickly understood the ins-and-outs of my needs, what I’m looking for, and when they should contact me. I’ve also worked with Emily (CEO).
How did you come to work with Back Office Betties?
I previously worked with a vendor that I loved, but they didn’t offer any services to vet qualified leads. After trying out another company, I found Back Office Betties through a recommendation from a private Facebook group of attorneys.
They stood out to me because they were so customer service-oriented. Right from the start, the team was committed to making sure our relationship worked. We had check-in calls to see what was going well and brainstorm opportunities to improve.
How much have you invested with them?
Over the course of the year, we’ve spent about $5,000–$10,000.
What is the status of this engagement?
We started working with them around April 2019 but are temporarily pausing due to the coronavirus.