SEAMLESS HUMAN RESPONSE

Contact One is a full service call center in Arizona that provides 21st century technology and old fashioned customer service. Family-owned and operated for 30 years, Contact One emphasizes the personal nature of each customer interaction. They hire only good people and help them become the best in the business. It pays off in long-term client satisfaction; reliable, motivated agents; and national recognition for quality.
 

 
$1,000+
 
< $25 / hr
 
10 - 49
 Founded
1980
Show all +
Tucson, AZ
headquarters
other locations
  • 20 E. Thomas Road, Suite 2200
    Phoenix, AZ 85012
    United States

Reviews

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Maintenance and Security Services for IT Company

"Their work is professional and high quality."

Quality: 
5.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
2012 - Ongoing
The Reviewer
 
501-1000 Employees
 
Manassas, Virginia
Customer Service Senior Manager, Information Technology Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

Why does your company use Business Process Outsourcing services? Did you use to handle these needs in-house?

We use their services for safety and for maintenance and control support.

What is the volume of inbound calls your company was handling per day?

78 per day.

What were your company’s goals for the partnership with this service provider?

Our goal was to keep the vanguard in communication and maintain control and security.

SOLUTION

What does this service provider provide for you on a normal basis?

They provide us a unique, avant-garde service in communication.

How did you find and select this service provider?

We were referred to them by advisors.

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

Their work is professional and high quality.

How much time and money do you estimate that this service provider saves you each month?

They save us up to 40%.

Based on your experience, what takeaways can you share about working with this service provider?

We openly recommend them. They are a service for the future.

What do you think are the strengths of this service provider?

Their strengths are their service and technology.​​​​​​​

Where do you think this service provider can improve?

They can improve in the area of staffing.

5.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Inbound Appointment Scheduling for Business Services Firm

"When they make mistakes, they fix it."

Quality: 
3.5
Schedule: 
3.0
Cost: 
3.0
Willing to refer: 
3.0
The Project
 
Confidential
 
Aug. 2016 - Ongoing
The Reviewer
 
51-200 Employees
 
Minneapolis, Minnesota
VP of Sales, Business Services Firm
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We do a lot of event marketing.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

250 per day.

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

We wanted all calls to be recorded and smooth.

SOLUTION

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

They answer and record calls.

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

They charge us a flat rate fee.

How did you come to work with this service provider?

We found them via a Google search.

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

They are quick and thorough.

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

They save about 16 hours per month.

RESULTS & FEEDBACK

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

When they make mistakes, they fix it.

What are the service provider's strengths?

Their speed is strong.

How can the service provider improve?

There is nothing to improve.

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

We have worked with them for one year.

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

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

3.5
Overall Score
  • 3.0 Scheduling
    ON TIME / DEADLINES
  • 3.0 Cost
    Value / within estimates
  • 3.5 Quality
    Service & deliverables
  • 3.0 NPS
    Willing to refer

Customer Phone Services for Medical Company

"They give great attention to our clients and their prices are reasonable."

Quality: 
4.5
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
4.5
The Project
 
Less than $10,000
 
2014 - Ongoing
The Reviewer
 
51-200 Employees
 
Fremont, California
Director, Medical Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

My company has many people calling on a daily basis. The majority of our clients call to schedule their appointments and need assistance doing so.

How many inbound calls did your company handle every day?

We receive around 30-50 calls per day.

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

We needed to be able to attend the largest number of patients we could per day.

SOLUTION

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

Contact One provides 24-hour reception service. This allows guests to be attended at any time of day, which helps service my clientele with great efficiency.

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

They determined the cost of their service according to the size of our business.

How did you come to work with this service provider?

I searched for providers on the internet and found them there.

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

Their services are very good. They give great attention to our clients and their prices are reasonable.

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

We have saved very much in both areas. Because I do not need to buy anything to have access to this plan, I would say I save between $500-$1000 dollars per year.

RESULTS & FEEDBACK

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

It is best to communicate well with them. Explain to Contact One the services your business requires and what kind of business it is, so that they can guide you in the best way possible.

What are the service provider's strengths?

Their services are impeccable and very fitting to our type of business.

What areas can the service provider improve?

It seems to me that no failure has been found so far.

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

I have been working with them for two or three years now, since 2014 or 2015.

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

Annually, we spend less than $1,000.

4.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer

Contact Center Services for Hospitality Company

"They handle calls quickly and provide very accurate information."

Quality: 
4.0
Schedule: 
4.5
Cost: 
4.0
Willing to refer: 
4.5
The Project
 
$1,000,000 - $9,999,999
 
2015 - Ongoing
The Reviewer
 
501-1,000 Employees
 
Leesburg, FL
Customer Service Executive, Hospitality Business
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We want to free up staff for more productive needs.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

1,000 calls.

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

Our goal was to free up associates for more productive tasks.

SOLUTION

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

They answer phones and book appointments.

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

It is a two-year contract billed as a flat rate.

How did you come to work with this service provider?

We heard about them from business contacts.

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

They handle calls quickly and provide very accurate information.

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

1,000.

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

$50,000.

RESULTS & FEEDBACK

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

They responded to calls within 20 seconds 80% of the time.

What are the service provider's strengths?

Their strength is prompt customer service.

How can the service provider improve?

No areas for improvement.

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

2015 - Ongoing.

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

$1,000,000 to $9,999,999.

4.5
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer

Customer Contact Support for Utilities Company

"They are a positive company to work with."

Quality: 
3.5
Schedule: 
4.0
Cost: 
3.5
Willing to refer: 
4.0
The Project
 
$50,000 to $199,999
 
2012 - Ongoing
The Reviewer
 
51-200 Employees
 
Waldorf, Maryland
IT Manager, Utility Service
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We need inbound services to get in contact with customers.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

20 calls per day.

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

Our goal was that we would have trust in this company.

SOLUTION

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

They provide us help with inbound calling.

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

N/A.

How did you come to work with this service provider?

We found them through an online search.

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

They respond whenever we have business transactions.

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

About 4 hours a month.

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

$400 a month.

RESULTS & FEEDBACK

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

They are a positive company to work with.

What are the service provider's strengths?

They handle the calls on a professional level.

How can the service provider improve?

There do not need to be any improvements.

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

2012 - Ongoing.

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

$50,000 to $199,999.

3.5
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 3.5 Cost
    Value / within estimates
  • 3.5 Quality
    Service & deliverables
  • 4.0 NPS
    Willing to refer

Customer Support and Payment Processing for Healthcare Company

"I appreciate all that ContactOne does to help my company flourish."

Quality: 
4.5
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
4.5
The Project
 
$1,000,000 - $9,999,999
 
2015 - Ongoing
The Reviewer
 
501-1000 Employees
 
Willimantic, Connecticut
Customer Service Director, Health Service
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We need inbound services because we need to weed out some unnecessary calls.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

75%

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

We were referred from our sister company. They stated that ContactOne is the best service.

SOLUTION

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

They answer customer service calls. They also process payment and orders.

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

We are billed monthly at an agreed upon fixed price.

How did you come to work with this service provider?

We were referred by our sister company.

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

I have no complaints with how my company's calls are handled. They are quick and courteous.

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

80-100

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

$800-$1200

RESULTS & FEEDBACK

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

I appreciate all that ContactOne does to help my company flourish.

What are the service provider's strengths?

Their strenghts are their customer service and communication.

How can the service provider improve?

The prices are a little high.

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

2015 - Ongoing

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

$1,000,000 to $9,999,999

4.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer

Customer Phone Support for Telecommunications Company

"It has the best service."

Quality: 
5.0
Schedule: 
4.5
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Jan. 2015 - Ongoing
The Reviewer
 
51-200 Employees
 
New York, New York
Customer Service Manager, Telecommunications Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We feel the need to have proper customer service should customers call having a problem.

How many inbound calls did your company handle every day?

We received around 150 inbound calls per day.

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

The goal was to achieve higher quality customer service.

SOLUTION

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

Customers call and they help said customers.

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

They billed us on a daily basis.

How did you come to work with this service provider?

I found them searching the internet. I tried it and I liked it.

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

Overall, the quality is very good.

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

About $200 each month.

RESULTS & FEEDBACK

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

It has the best service.

What are the service provider's strengths?

Definitely the price.

What areas can the service provider improve?

Better quality service probably.

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

We began the service January 2015 and are using it now.

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

I believe we spend $1,000 to $4,999.

5.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Customer Phone Support for Service Company

"They are a great, reliable partner."

Quality: 
4.5
Schedule: 
4.5
Cost: 
4.5
Willing to refer: 
4.5
The Project
 
$1,000,000 - $9,999,999
 
Oct. 2015 - Ongoing
The Reviewer
 
51-200 Employees
 
Columbus, Ohio
Customer Service Employee, Service Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

Our needs change often so we require inbound services frequently.

How many inbound calls did your company handle every day?

Around 100-200 inbound calls per day.

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

We wanted to have more reliable customer service.

SOLUTION

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

Purely answering customer calls.

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

They bill us quite frequently.

How did you come to work with this service provider?

We heard of them through a referral.

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

They are quick to respond!

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

Lots of time and money!

RESULTS & FEEDBACK

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

Since working with them we have fewer errors.

What are the service provider's strengths?

They are a great, reliable partner.

What areas can the service provider improve?

Nothing.

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

We've been together since October 2015.

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

Our cost is around $1,000,000 to $9,999,999.

4.5
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer