B2B & B2C customer engagement services

Silver
VERIFIED

Headquartered in Mahwah, N.J., DialAmerica is one of the nation's largest privately owned teleservices companies offering multi-channel customer and sales services. The company offers a full range of B2B and B2C solutions for healthcare, financial services, fundraising, communications, government, consumer products, publishing and more. They have more than 3,000 highly trained contact center agents and seasoned managers in 19 call centers across the U.S.
 

 
$5,000+
 
Undisclosed
 
1,000 - 9,999
 Founded
1957
Show all +
Mahwah, NJ
headquarters
other locations
  • New York City
    United States
  • North Charleston
    United States
  • Athens
    United States
  • Cleveland
    United States
  • Fairlawn
    United States
  • Port Richey
    United States
  • Omaha
    United States
  • Indianapolis
    United States
  • Oak Brook, IL
    United States

Reviews

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Customer Phone Support for Retail Company

"They are very prompt .... they seem perfect."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
2015 - Ongoing
The Reviewer
 
1001-10,000 Employees
 
Pittsburgh, Pennsylvania
Sales Manager, Retail Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

It is part of the nature of our retail business.

How many inbound calls did your company handle every day?

We handle an average of 1,500 calls a day.

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

To have great customer service if our customers need to call and have a problem with our product.

SOLUTION

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

Answering inbound calls. Whenever we have questions they answer the questions very promptly.

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

They bill us month to month. But they give us a discount because we usually pay for up to 6 months ahead of schedule.

How did you come to work with this service provider?

A good friend of mine had used it for years and highly recommended it.

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

They are very prompt.

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

Around $80 a month.

RESULTS & FEEDBACK

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

I don't have a success story to share at this time.

What are the service provider's strengths?

Definitely their customer service.

What areas can the service provider improve?

Honestly nothing - they seem perfect.

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

For almost two years since 2015 and we are currently using it.

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

We pay between $5,000 to $9,999.

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

Customer Support and Orders Processing for Real Estate Company

"They are very good and provide excellent service."

Quality: 
5.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
4.5
The Project
 
$10,000,000+
 
2015 - Ongoing
The Reviewer
 
201-500 Employees
 
New York, New York
Business Development Manager, Real Estate 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 this service for the formality and the image of the company. We want to offer one of professionalism and quality. I have not used this service at home.

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

We receive approximately 30 to 40 calls in a day.

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

Our goal was to improve the quality of the service.

SOLUTION

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

They handle customer attention, call volume, orders, organization, orders processing, and department distribution.

Could you describe this service provider's pricing structure and how they bill you?

They offer several economical and expensive packages. They invoice everything in a very detailed way.

How did you find and select this service provider?

We found them through publicity and comments from users through social networks.

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

They are very good and provide excellent service.

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

I think we save a couple of hours a day, which is about 10 hours a week. We save more than 25% on the cost.

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

I think it is a job that fits perfectly with companies. It helps them to save time and money and the service demonstrates quality work and professionalism to other companies.

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

Their strengths are their organization and speed.​​​​​​​

Where do you think this service provider can improve?

For now, I think the service is perfect.​​​​​​​

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

Call Support Services for Manufacturing Company

"[DialAmerica] is a highly qualified company."

Quality: 
3.5
Schedule: 
4.0
Cost: 
3.5
Willing to refer: 
3.5
The Project
 
$200,000 to $999,999
 
July 2005 - Ongoing
The Reviewer
 
501-1000 Employees
 
Boardman, Oregon
IT Senior Manager, Manufacturing Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

Our company has grown exponentially. We have required the services of this company to be able to more efficiently handle all the customer service calls we receive on a daily basis.

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

The percentage we manage in the department is 65%. We take into consideration the feedback of our clients to develop better services at their disposal.

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

Our main objective is to get a quick and efficient response for our customers. We want all their suggestions and complaints to be taken as seriously as they deserve, so we need a team that is available 24 hours for our customers.

SOLUTION

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

DialAmerica provides us with a team available 24 hours a day to answer each and every one of our clients' questions.

Could you describe this service provider's pricing structure and how they bill you?

We have a monthly payment structure with them and they offer discounts for longevity.

How did you find and select this service provider?

Dial America was selected from several companies for its years of service and experience in the area. We had a meeting with the business manager and he offered us a pretty attractive package that we decided to try. The results have been very satisfactory.

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

Their responsiveness to the work we have requested has been excellent. It has significantly increased efficiency in the area of customer service and we have received excellent feedback from our users.

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

We save about $25,000 a month.

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

For us, working with this company has been very enjoyable. We have only had a few complaints from our users and the responsiveness has increased significantly. We believe it is a highly qualified company.

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

Their main strengths are a highly trained staff for the tasks assigned to them and a seriousness in offering their services. They also offer excellent discounts for length of service.​​​​​​​

Where do you think this service provider can improve?

DialAmerica could improve its technological platform a little. Sometimes dropped calls and problems in the lines have been reported. These are very rare cases but we believe that they can improve the user experience.​​​​​​​

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

Telemarketing Services for Financial Company

"They have a very innovative platform and highly qualified staff."

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Oct. 2002 - Ongoing
The Reviewer
 
1001-10,000 Employees
 
Ashburn, Virginia
Senior Finance Manager, Financial Services Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

Why does your company require outbound services? Did you use to handle these needs in-house?

The company has been growing and the staff that was assigned to those tasks is required in other areas. We decided to contract these services in order to streamline the processes and offer a better result for the consumer.

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

Before the new expansions we handled a number of between 100 and 200 calls per day. With recent expansions the number has increased exponentially to between 300 and 500 calls per day.

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

Our goal was to obtain better results in customer service, and that is a priority for our company. We also wanted to make internal lines less congested.

SOLUTION

What do they provide for you on a normal basis?

DialAmerica offers domestic call center services adapted to our business needs for customer acquisition and retention. More than 300 calls are received and made daily throughout the state and the country.

Could you describe their pricing structure and how they bill you?

They offer monthly billing and discounts on a certain number of calls.

How did you find and select your them?

An online search was done and an appointment was made with the company's business advisor, where we explained the services and availability required.​​​​​​

RESULTS & FEEDBACK

Please assess their quality of work.

The quality is excellent. It undoubtedly has greatly improved the performance and customer service experience.

How much time and money do you estimate that they save you each month?

They save us between $15,000 and $20,000 a month, and more than 20 hours per week.

Based on your experience, what takeaways can you share about working with them?

They have proven to be a very efficient company, with an excellent technology that meets all the needs of their customers and consumers.

What do you think are their strengths?

I believe that DialAmerica's main strength lies in providing the service that is offered, a quality service that stands out among other companies of the same style. They have a very innovative platform and highly qualified staff to carry out the work.

Where do you think they can improve?

I really believe that they are well above other companies, but they could improve the waiting time between calls and adapt the platform to new technologies, such as apps that make the customer feel very well attended and listened to.

4.5
Overall Score
  • 5.0 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 IT Firm

"They provide us with substanial savings on a monthly basis."

Quality: 
4.5
Schedule: 
4.0
Cost: 
4.5
Willing to refer: 
4.0
The Project
 
$10,000 to $49,999
 
Aug. 2016 - Aug. 2017
The Reviewer
 
501-1,000 Employees
 
Denver, Colorado
IT Director, IT Firm
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We have a permanent need, it is not seasonal. We need inbound customer support for our clients.

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

It is at least 51 percent of our work. It is needed for our company.

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

Our goal was to use a well known and established firm for our company success.

SOLUTION

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

We use their software so we can handle our customer satisfaction and new and existing orders.

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

It is a package deal and we can cancel at any time because we are not under contract.

How did you come to work with this service provider?

We did research from a Google search along with past references from our staff and industry specialists.

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

They have performed well for us both now and in the past.

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

They provide us with substanial savings on a monthly basis.

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

N/A.

RESULTS & FEEDBACK

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

They have performed well for us and have a reputation for being better then other services.

What are the service provider's strengths?

They have strong brand name recognition and a solid reputation. They offer quality services at a fair price.

How can the service provider improve?

They could update their software on a regular basis.

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

We've worked with them since August 2016 and it ended in August 2017.

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

We spend $10,000 to $49,999.

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

Hospitality Company Telemarketing

"They have the best customer service."

Quality: 
4.5
Schedule: 
4.5
Cost: 
3.5
Willing to refer: 
4.5
The Project
 
$50,000 to $199,999
 
Feb. 2010 - Ongoing
The Reviewer
 
501-1,000 Employees
 
Washngton, District of Columbia
Human Resources Manager, Hospitality & Leisure Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

My company has always used these services as it is much simpler and saves time and money.

How many outbound calls did your company handle every day?

My company receives on average 1,200 calls a day, which makes this an essential service for our operation.

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

In my company, we only wanted the best, most effective service.

SOLUTION

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

DialAmerica provides my company with telemarketing services.

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

It's method of collection is through the offer of a long-term package.

How did you come to work with this service provider?

A colleague from work referred us to them.

How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?

Their method of work is fast and very good. We have no complaints.

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

They save us at least five hours per day on the phone and around $1,500 per month.

RESULTS & FEEDBACK

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

Compared to other companies I know, they operate much better and provide better customer service.

What are the service provider's strengths?

They have the best customer service.

What areas can the service provider improve?

They could have better prices, as it is a little bit expensive.

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

It has been from February, 2010 and ongoing.

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

$50,000 to $199,999.

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

Customer Resolution Services for Retail Firm

"Whenever the clients have questions, DialAmerica answers those questions very promptly."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
2015 - Ongoing
The Reviewer
 
1001-10,000 Employees
 
New York, New York
Sales Manager, Retail Firm
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

I can not recall if we previously handled them in-house.

How many inbound calls did your company handle every day?

We handle an average of 1,500 calls per day.

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

Our goal is to have great customer service for our clients through a customer phone support company, particularly if the customers have a problem with our product.

SOLUTION

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

Whenever the clients have questions, DialAmerica answers those questions very promptly.

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

They bill us month-to-month, but they give us a discount because we usually pay up to six months ahead of schedule.

How did you come to work with this service provider?

A good friend of mine had used DialAmerica for years and they highly recommended it.

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

Yes, they are very prompt in these areas.

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

They save us approximately $80 each month.

RESULTS & FEEDBACK

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

I don't have a success story to share at this time.

What are the service provider's strengths?

Definitely their customer service.

What areas can the service provider improve?

Honestly, nothing. They seem perfect.

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

We have been working with them for two years, since 2015.

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

It is between $5,000 to $9,999.

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

Order Management & Organization for Business Firm

"Their service saves us thousands of dollars."

Quality: 
3.5
Schedule: 
3.5
Cost: 
3.0
Willing to refer: 
3.5
The Project
 
$10,000,000+
 
2016 - Ongoing
The Reviewer
 
201-500 Employees
 
Santa Clara, California
Director, Business Firm
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We need this service because we handle a large volume of orders.

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

80% of calls.

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

Our goals were for them to use experts to receive our orders.

SOLUTION

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

They receive our large volume of orders and organize them by dates.

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

The contract is short term. They bill us every 3 months.

How did you come to work with this service provider?

We found them through an online search.

How would you assess the service provider's ability to conduct outbound sales calls, generate new business, and handle customer issues?

They meet deadlines efficiently.

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

Many hours.

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

Their service saves us thousands of dollars. We are satisfied.

RESULTS & FEEDBACK

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

I recommended it. We are satisfied with their work.

What are the service provider's strengths?

Efficiency and quality are their strong points.

How can the service provider improve?

There are no areas for improvement.

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

We began in 2016.

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

Over $10,000,000.

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

Daily Phone Support Services for Hospitality Organization

"They are the best in their industry."

Quality: 
4.5
Schedule: 
4.5
Cost: 
4.5
Willing to refer: 
4.5
The Project
 
$10,000 to $49,999
 
Oct. 2012 - Ongoing
The Reviewer
 
1,001-5,000 Employees
 
Los Angeles, California
HR Manager, Hospitality Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We recieve a lot of calls day by day and we cannot lose time answering them.

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

We have around one to two thousand calls every day.

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

We needed to reduce the time spent on attending to these phone calls.

SOLUTION

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

The answer and take care of the calls.

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

We pay them on a long-term basis through a package deal.

How did you come to work with this service provider?

We found them via an online search.

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

Their customer service is great.

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

They save us an average of 5 days per month and around $15,000 per month.

RESULTS & FEEDBACK

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

They are the best in their industry.

What are the service provider's strengths?

They have the best employees.

How can the service provider improve?

They could have better and less expensive packages.

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

We have been working with them since October 2012.

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

We spend around $10,000 to $49,999 every year.

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

Phone Support Services for Health Services Company

"They are compassionate, friendly, and well-trained."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
2012 - Ongoing
The Reviewer
 
501-1000 Employees
 
Johnson City, Tennessee
Customer Service Director, Health Services Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We have hundreds of calls that come through daily, 24 hours a day. It is impossible for one person to handle it all. I have never handled the calls myself.

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

Well over 500 calls were coming through per day.

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

We wanted to have our incoming calls answered efficiently and courteously.

SOLUTION

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

They provide us several customer care receptionists.

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

They bill us monthly by call volume, so the pricing fluctuates.

How did you come to work with this service provider?

I believe our corporate communications team discovered them.

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

They are courteous, efficient, always professional, and complaints are almost nil.

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

They save us many hours, but I’m unsure how much they save us financially.

RESULTS & FEEDBACK

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

They permit us to devote our time to more urgent matters.

What are the service provider's strengths?

They are compassionate, friendly, and well-trained.

How can the service provider improve?

I think they are fine as is.

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

They became our service provider 5 years ago in 2012.

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

I would say it is between the ranges of $50,000 to $199,999.

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

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Verification Level
Silver
VERIFIED
Business Entity
Status
Active
Jurisdiction of Formation
Delaware
ID
819842
Date of Formation
Dec 31, 1975
Last Updated
Mar 5, 2019
Payment & Legal Filings
Bankruptcy
No
Tax Lien Filings
0
Judgement Filings
0
Collections Count
0
Last Updated
Apr 5, 2019
Client Reviews
VERIFIED CLIENT REVIEWS
15
OVERALL REVIEW RATING
4.5
Source
Clutch
LAST UPDATED
December 23, 2017