BBC Global Services

BACKGROUND

Introduce your business and what you do there.

I’m the co-owner of Impact Physical Therapy, an outpatient physical therapy clinic located in central New Jersey. We service patients of a variety of different natures.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with BBC Global Services?

During the first 3–4 months of our new venture, we were doing everything related to the administrative side of our business ourselves. However, as we got busier, it became too much to handle ourselves, so we sought virtual administrative assistance.

SOLUTION

What was the scope of their involvement?

We use BBC Global Services to employ an administrative assistant who works remotely for us. She provides various services, including verifying insurance policies, scheduling new patients within our software, and answering incoming calls.

Initially, we essentially trained her very similarly to how we would have trained any other employee. This process included teaching her how to get insurance verification, what numbers to call, what kind of data she needed to ask new patients, and how to verify their benefits with their insurance companies. We also taught her how to dissect those benefit numbers to figure out deductibles and co-payments.

Within a week of training, the virtual assistant started fielding some phone calls. As she got more comfortable, she started handling more tasks while she kept asking questions. The entire orientation period lasted about two weeks.

During this process, we collaborated with BBC Global Services to develop a handbook for training any new employees who they might bring on for our venture. To do this, we provided them with all the information required for them to train their own employees.

Now, the virtual assistant helps us take incoming calls and deal with new patients. Whenever she verifies a new patient’s insurance benefits, she calls them back and discusses her findings. Then, she asks the patient if they would like to schedule an appointment; if so, she schedules the appointment in our software.

What is the team composition?

We work primarily with the virtual assistant that BBC Global Services provides us with. Still, they’ve trained 1–2 additional people to fill in whenever she’s not available.

How did you come to work with BBC Global Services?

We found them online. We’ve always considered ourselves to be very efficient, so when we were looking for an assistant, we decided to hire a virtual assistance service instead of having someone sitting in our offices. During the vetting process, we interviewed a couple of other companies, but we ultimately decided to work with BBC Global Services.

How much have you invested with them?

We’ve spent around $19,000.

What is the status of this engagement?

We started working together in October 2021, and our engagement is ongoing.

RESULTS & FEEDBACK

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

We don’t use any metrics to determine our virtual assistant’s efficiency because her work is unpredictable. We can have 2–3 new patient intakes on any given week, but we’ve had as many as 10 new patients on a week. Although some weeks are slower than others, the work has never been too much for her to handle.

Still, since working with BBC Global Services, we’ve saved a lot of time. Whenever a new prospective patient called our office, we would spend 10 minutes on a phone call just to gather the necessary information to verify their benefits. Then, we would take that information and call their insurance companies.

The calls with insurance companies could be anywhere from 10–40 minutes because some are slower than others. After that, we would need to call the patient back to discuss their benefits, take their demographic information, and set up an electronic chart in our electronic medical record (EMR) system.

All in all, processing a new patient could take us around one hour. Considering that we can have 3–10 new patients every week, having a virtual assistant has helped us save 3–10 work hours weekly.

Moreover, the integration of the virtual assistant into our processes was fairly smooth, so the time savings were immediate. She learned fast, and she has become a vital asset for us over time.

How did BBC Global Services perform from a project management standpoint?

We use Spruce Health, a HIPAA-compliant phone/messaging system to which our virtual assistant has access. On it, we can see incoming patient messages and phone calls in real time. We can also use Spruce Health to message our assistant directly, so our communication is constant.

Additionally, we use WebPT, which is our EMR system. On it, she sets up our new patients and schedules their appointments. She can also set up automatic appointment reminders, which go out to those patients in the form of an email. Moreover, we use Google Drive to save secure patient documentation and create patient folders.

What did you find most impressive about them?

BBC Global Services’ pricing is better than their competitors, and it is also better than hiring someone internally. We’ve been impressed with the cost savings we’ve been able to get by working with them. Additionally, having coverage all year round is great. We don’t have to worry about finding someone last minute whenever our virtual assistant is unavailable; BBC Global Services takes care of it.

Are there any areas they could improve?

We don’t have any complaints about BBC Global Services internally. However, we’ve received feedback from clients about the phone connection not being very good sometimes. Other than that, we’ve been satisfied with our virtual assistant, and we haven’t had any issues with her administrative services.

Do you have any advice for potential customers?

Keep in mind that hiring BBC Global Services is similar to hiring a new employee, so it will require some on-the-job training. Don’t expect them to be 100% knowledgeable on what you need them to do. Still, once trained, they’ll be highly efficient at their job.

BACKGROUND

Please describe your company and your position there.

I'm the CEO of a boutique IT services and solutions provider

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BBC Global Services?

We hired BBC for 1st level help desk technicians for off-hours support around the clock

SOLUTION

How did you select this agency and what were the deciding factors?

We tried to hire overseas through our India-based engineering organization but we chose to go with BBC because of their onsite oversight management layer that was not billed through to us and for their professionalism during the initial conversations. It was clear they would provide an excellent team with clear and clean communications with our operations staff.

Describe the project in detail and walk through the stages of the project.

They provided 2-3 1st level IT help desk staff full-time to our own US-based staff. This staff handled off hours support Mon-Fri and 24 hour support Sat/Sun. They handled calls, emails, and watched alerts for customer network down. They then handled resolution or escalation, as needed, to resolve.

Describe the recruitment process in detail.

We discussed our requirements and were assured they could source people for us in the Philippines. We then interviewed personnel they sourced until we fould 2-3 we liked. They then worked with us to ramp them up and deliver services.

RESULTS & FEEDBACK

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

We had only excellent feedback from our customers who engaged with the private labeled BBC staff.

How effective was the workflow between your team and theirs?

Excellent.

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

BBC Global Services worked hard to assist us during the ramp-up stage including starting at a lower price point per hour until their team was fully engaged. Excellent communications at the tech, onsite management, and US-based executive management levels.

Are there any areas for improvement or something they could have done differently?

There was a need to leverage available time the techs had but it was a bit difficult to hand things off to them to handle. As much on our side as BBC's side.

BACKGROUND

Please describe your company and your position there.

I'm the CEO of LibraryPass. LibraryPass™ curates high-interest, immersive digital content that helps K-12, Public, and Academic libraries expand their reach and engagement—without breaking their materials budget. With LibraryPass products, readers of all ages have unlimited access to a curated and diverse collection of immersive digital content—via libraries.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BBC Global Services?

LibraryPass uses BBC Global in a customer-support function. Taking required customer information, BBC loads data into our CRM and works to activate accounts.

SOLUTION

How did you select this firm and what were the deciding factors?

We did an evaluation of three (3) BPOs, and BBC Global's commitment to QA, turnaround time and pricing were superior to their competition.

Describe the project in detail and walk through their service package.

LibraryPass uses BBC Global in a customer-support function. Taking required customer information, BBC loads data into our CRM and works to activate accounts.

How many resources from the vendor's team worked with you, and what were their positions?

1 Account Manager and 3 data entry staffers.

RESULTS & FEEDBACK

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

Very prompt turnaround time for activating accounts and replying to customer issues/tickets. Accounts are activated within 48 hours at almost 94% and tickets are replied to within 24 hours at 92%.

How effective was the workflow between your team and theirs?

Based on the results, very effective and clear.

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

High level of professionalism. Their attention to detail, as well as their willingness to grow with a startup, is impressive.

Are there any areas for improvement or something they could have done differently?

Not that I'm aware of. Any company struggles with staffing and BBC is no different - we've had to retrain staff as such - but not beyond that, no issues.

BACKGROUND

Please describe your company and your position there.

I am the CEO of Chalk Gym, LLC, a traditional gym located in Brooklyn, New York.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BBC Global Services?

Chalk retained BBC for ongoing virtual assistance. BBC manages most of the clerical and various back office tasks for our gym, including phone and email support for existing and new customers, as well as provides light digital marketing.

SOLUTION

How did you select this vendor and what were the deciding factors?

BBC was chosen after an exhaustive search, including interviewing top candidates. Their hands-on approached, coupled with fine customer service, has made the partnership work for years.

Describe the project in detail and walk through the stages of the project.

BBC provides regular virtual assistance. This means as potential and current customers interact with the gym, BBC provides behind the scenes assistance. BBC also manages most of the clerical and various back office tasks for our gym.

How many resources from the vendor's team worked with you, and what were their positions?

I have worked with Mike Yablonowitz and his assistants more than anyone else.

RESULTS & FEEDBACK

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

BBC has provided top-quality work.

How effective was the workflow between your team and theirs?

BBC timely completes tasks is effective dealing with the workflow between BBC and the gym.

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

I appreciated that BBC took the time to learn how important customer service is to Chalk and to imitate our approach when communicating with customers.

Are there any areas for improvement or something they could have done differently?

There are always ways to improve. Twice a year, BBC contacts me to discuss this very thing.

BACKGROUND

Please describe your company and your position there.

I am the VP of Sales Operations for Felix Gray, a digital wellness brand selling glasses, eye care, and supplement products both online and within retail establishments.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BBC Global Services?

Our customer support needs were growing rapidly and we needed to cut some costs for domestic work so we onboarded BBC Global to handle a range of customer experience needs from answering emails, verifying prescriptions, calling doctors, and many other internal processes.

SOLUTION

How did you select this firm and what were the deciding factors?

We considered multiple outsource agencies but BBC Global's services are tailored-fitted to our needs.

Describe the project in detail and walk through their service package.

BBC Global to handle a range of customer experience needs from answering emails, verifying prescriptions, calling doctors, updating metrics, return reports, and many other internal day-to-day business needs.

How many resources from the vendor's team worked with you, and what were their positions?

Our main point of contact is the account manager and we have two employee's working under him.

RESULTS & FEEDBACK

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

Hitting KPI's of customer response time under 12 hours, customer satisfaction of 85%+, and great net-promotor scores from customers

How effective was the workflow between your team and theirs?

We have monthly zoom meetings with management and weekly zoom meetings with CX agents to review any questions, concerns, or escalations

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

Reliability and attention to detail

Are there any areas for improvement or something they could have done differently?

They don't need to improve on anything.

BACKGROUND

Please describe your company and your position there.

I am the President & CEO of a software company that provides Patient Relationship Management Software

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BBC Global Services?

BBC provides call center services

SOLUTION

How did you select this agency and what were the deciding factors?

We tried finding the right company that could provide call center services and insurance verification service for our customers in healthcare

Describe the project in detail and walk through the stages of the project.

They follow up with potential clients and also provide insurance verification services for busy surgical practices and have a team of outstanding call center specialists.

Describe the recruitment process in detail.

Through allot of networking, interviewing and trial and error we found the right company to carry out tasks that helped us accomplish our goals

RESULTS & FEEDBACK

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

They provided the right people to tak on the tasks of making phone calls and talking to people in healthcare

How effective was the workflow between your team and theirs?

Outstanding

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

We're impressed with their flexibility and agility to adapt to our needs.

Are there any areas for improvement or something they could have done differently?

At this time no

BACKGROUND

Please describe your company and your position there.

We are a full in house merchant service Company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire BBC Global Services?

Has to be the worst company I ever dealt with. The campaign never started on time and there team members. They keep information that's about this campaign and all we do is communicate via Skype. yeah I don't answer right away but they say your abusing them. If anyone wants services DO NOT GO THREW THEM! You can thank there CEO David, Amy, and Tiffany for the abuse you gave me and allowing you employees to call me some words... Yeah very rude and abusive.

What were your goals for this project?

Appointment settling

RESULTS & FEEDBACK

What did you find most impressive about this company?

I thought they would nice

Are there any areas for improvement?

Very