Complete Call Solutions

OPPORTUNITY / CHALLENGE

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

We need this service because people, especially our clients, have questions that we need to answer.

What type of work does your internal staff avoid by using a back office service?

Our staff can avoid a lot of tasks, like paperwork, IT, and design.

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

Our goals were to save time and reduce calls for staff.

SOLUTION

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

They provide data entry and customer support services.

Could you describe the service provider's pricing structure and how they billed you?

We are billed monthly.

How did you come to work with this service provider?

A friend referred them to me.

How would you assess the service provider's ability to turn around quality work, to provide customer service, and to communicate?

They're wonderful.

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

300

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

$10,000

RESULTS & FEEDBACK

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

They're quite good at what they do.

What are the service provider's strengths?

Their customer support is their greatest strength.

How can the service provider improve?

I don't know of any improvements they need.

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

Jan. 2016 - Ongoing.

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

$50,000 to $199,999.

OPPORTUNITY / CHALLENGE

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

We wanted to improve our service.

What types of work can your internal staff avoid by utilizing a back office service?

We avoid having too much work.

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

My company wanted to be better.

SOLUTION

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

They offer support for our customers.

Could you describe the service provider's pricing structure and how they billed you?

I don’t know these details.

How did you come to work with this service provider?

I was introduced to them online.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

They can handle our customers.

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

I estimate $5000.

RESULTS & FEEDBACK

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

They help us make every customer happy.

What are the service provider's strengths?

Their strength lies in their communication.

What areas can the service provider improve?

There is nothing they need to improve in.

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

We started working together eight years ago.

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

Our company spends a yearly amount of $50,000 to $199,999.

OPPORTUNITY / CHALLENGE

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

We need to service our customers.

What types of work can your internal staff avoid by utilizing a back office service?

They manage our services that we provide to customers.

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

We want to strike better deals with our customers in a shorter amount of time and be more efficient as a company.

SOLUTION

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

We want to maintain our good customer service.

Could you describe the service provider's pricing structure and how they billed you?

The billing process is exhaustive.

How did you come to work with this service provider?

We searched for different providers and identified this one along with others.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

They are effective in this regard.

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

They save us time and effort, I cannot give an amount.

RESULTS & FEEDBACK

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

They provide better customer service and a substantial time savings.

What are the service provider's strengths?

They do a pretty good job serving our customers.

What areas can the service provider improve?

They could improve customer service.

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

We started on April 1, 2014.

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

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

OPPORTUNITY / CHALLENGE

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

We require back office services because we constantly had a back load of unresolved problems and tasks that were not getting done. When this happens, we started to realize something needs to be fixed. All of these issues were just being sent to the back of the office and it seems like no one thought they were important, until it gets so bad it actually becomes a danger to the firm altogether. So I made the executive decision to use a back office solution, and it has basically solved our problem and opened up a new area for our business to pursue.

What types of work can your internal staff avoid by utilizing a back office service?

We can avoid having a backlog of information that is putting our firm in danger. At times, we had so much built up in our office that we had a lot of people calling us wondering why we were so late on certain things. So after I made the decision to obtain a back-office service, our firm has cleaned up and made everything so much smoother and easier.

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

We wanted to cut down on all of our backload of service issues, and so far, Complete Call Solutions has basically breathed new life back into our firm, and it has reinvigorated our employees who had to previously rush to deal with what we at first thought were non-issues.

SOLUTION

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

They constantly organize, and handle with great efficiency our customers who had some issues, billing issues, and other back-end tasks that we didn't want to deal with. They represent our firm very very well to the customers and also other service areas that we deal with.

Could you describe the service provider's pricing structure and how they billed you?

They bill us on a per hour basis, which is basically 7 hours per day and 5 days a week.

How did you come to work with this service provider?

I was searching reviews for the best back-office services, and came across Complete Call Solutions, and am very happy so far.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

They have consistently amazed me at how fast they can get quality work done. I have felt that they saved our company and reputation in many areas where we were in danger.

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

They save us so much time it is actually hard to evaluate. But if I had to say, it would probably be saving us hundreds of hours per month and thousands of dollars as well.

RESULTS & FEEDBACK

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

So far, all I have to say about them is pros. They are professional, courteous, and straightforward with their billings plans. I have no complaints or negatives to say about them, thus far.

What are the service provider's strengths?

They are very professional, and efficient at what they do. They represent our firm very well.

What areas can the service provider improve?

So far I have not found any areas where they can improve. I am happy so far with their services. Maybe a few more months in and I will have something, but for now it is all good.

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

We have worked with them for approximately four months.

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

We spend $5,000 to $9,999 per year.

OPPORTUNITY / CHALLENGE

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

We are an accounting company and we have regular customers during the year, but during tax season our inbound calls quadrupled for a few months, so we looked to Complete Call Solutions for assistance there.

How many inbound calls did your company handle every day?

We had an average of 35 calls per day, making their services very essential for us. We not only retained our regular customers, but we gained many new customers that came to us during the tax season.

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

We needed support in handling the influx of calls and new customers that were coming into our business. We wanted this to flow naturally, so we hired them to help us achieve this. Complete Call Solutions did it very seamlessly and were like regular employees handling the extra calls and customers for us. They were great!

SOLUTION

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

They provided us with call services, such as answering calls, taking messages, and directing calls to the proper people. We also had them help with an influx of emails we were receiving. They would read them, respond quickly, and forward them to the employees they corresponded to. All of their services enabled our firm to have a quicker response time to our customers and made our business flow much smoother.

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

We used their "blended" solution. It handled our core volume and the rollover during our off hours. They billed us monthly and we paid monthly.

How did you come to work with this service provider?

We found them online after some research. We asked them for a quote and to talk to someone at the company who could give us more details on what they offer. We decided they would definitely be an asset to us during the tax season, so we hired them.

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

They were excellent. We did train them a bit in what we needed them to do to help our company, and they handled that like pros. Our customers thought they were talking to people who work for us, and they were satisfied with how their needs and questions were handled by them. We had very positive feedback.

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

The time they saved us almost cannot be measured, and as far as saving us money, they were an absolute asset. They not only enabled us to retain current customers but actually helped our client base grow exponentially.

RESULTS & FEEDBACK

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

They allowed us to have a customized solution that met our businesses goals and our customers' needs. They also provided a great return on investment.

What are the service provider's strengths?

They are dedicated to your company as if they were a part of your company. Your business is as important to them as it is to you. They care about what they are providing, and the services you get from them absolutely show this.

What areas can the service provider improve?

I actually cannot think of anything we were unhappy with. Their services were great and we will use them again.

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

We've worked with them for two years.

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

We invest less than $10,000 per year.

OPPORTUNITY / CHALLENGE

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

We use this service to help our customers with any and all issues they may have with their products. We have them available 24 hours a day, 7 days a week, all year around. We have never had an in-house service to help solve these problems.

How many inbound calls did your company handle every day?

We receive anywhere from 1,000 to 1,500 calls per day using this service.

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

Our goal was to provide customers a 24/7 support line for any issues they may have with any of their products that they purchase from us. We feel this has been accomplished!

SOLUTION

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

They provide us back-bone support for our company to provide helpful solutions to our customers and answer any potential questions they may have.

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

The payment structure we use is they bill us monthly and we pay whatever fees they require on time every month.

How did you come to work with this service provider?

We found Complete Call Solutions online and did our research on them and many others before coming to the conclusion that CCS was the company for us.

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

They are very quick to answer, I believe the average wait time overall is less than a minute. This service has been super dependable and the employees are excellent at doing their jobs.

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

They definitely save us a ton of time and also definitely thousands upon thousands of dollars a month in potential customer loss if they were not there to help with issues.

RESULTS & FEEDBACK

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

They have quadrupled our efficiency in helping customers. They are very friendly and super helpful with any and all customers and they always get them the answer they are looking for!

What are the service provider's strengths?

I would say their strengths are their employees. They are all professional and very astute listeners. They also are always very helpful and always have a smile on their face.

What areas can the service provider improve?

I honestly don't think they can improve. The benefits of this company for us has been unmistakable and an absolute save to our company overall. I would recommend this company to anyone and everyone!

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

We've been working together since May of 2015.

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

The cost is between $50,000 to $199,999.

OPPORTUNITY / CHALLENGE

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

It fits our needs. We our both seasonal and inhouse. They are one service to meet both needs.

How many inbound calls did your company handle every day?

About 65 inbound calls per day.

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

Time reduction and quicker process completion.

SOLUTION

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

Answering, processing, schedule reassign.

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

One package monthly billing.

How did you come to work with this service provider?

Through online and from referrals we had received.

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

They are all done to our standards.

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

About 95% for time and 85% in terms of money.

RESULTS & FEEDBACK

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

About a 90% increase in business productivity.

What are the service provider's strengths?

It frees up time to handle other issues, knowing that end is completely secured.

What areas can the service provider improve?

Great just as it is.

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

We've been together for three years now.

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

My company invest $1,000,000 to $9,999,999

OPPORTUNITY / CHALLENGE

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

Our inbound volume increases dramatically during inclement weather and we need help routing calls to appropriate departments.

How many inbound calls did your company handle every day?

Our volume can fluctuate from 25 calls to over 500 within a few hours depending on the weather. Our business is dependent on incoming customers

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

Our goals for the partnership were to weed out non-paying customers and customers who were just looking for cheap prices and not quality work.

SOLUTION

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

They route our calls as needed when our overflow volume is just too large to handle.

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

No, this is not something I can discuss as we have a confidential contract.

How did you come to work with this service provider?

They were recommended to us by a business associate.

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

We have had no complaints. It allows our staff to handle all other tasks associated with their day.

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

More than I can even imagine!

RESULTS & FEEDBACK

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

We have increased our revenue by 20% since we have started using CCS.

What are the service provider's strengths?

Speed and effectiveness.

What areas can the service provider improve?

Nothing that we have found so far.

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

We began January of 2016 and are still using them.

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

I prefer not to answer.

OPPORTUNITY / CHALLENGE

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

It's a fast service.

What types of work can your internal staff avoid by utilizing a back office service?

It is 30%.

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

We needed help.

SOLUTION

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

They do medical billing.

Could you describe the service provider's pricing structure and how they billed you?

It's a temporary plan.

How did you come to work with this service provider?

We found them online.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

They are up to par.

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

They save us about $20,000.

RESULTS & FEEDBACK

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

It improves revenue.

What are the service provider's strengths?

They are good at all things.

What areas can the service provider improve?

They can improve everything.

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

It's ongoing.

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

We spend $200,000 to $999,999.