Full Service Call Center and Fulfillment Center.

Founded in 2012 and headquartered in Greenville, SC, Direct Outbound has been one of the fastest growing names in Business Process Outsourcing and Third Party Logistics.  They grew out of the Direct Response marketing industry, and now serve numerous industries ranging from hospitality and property management, all the way to chemicals and tech support.  With hundreds of staff members ready to assist, we can accommodate any request and serve any business as needed.

 
$1,000+
 
< $25 / hr
 
250 - 999
 Founded
2012
Show all +
Greenville, SC
headquarters

Reviews

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Order Processing and Call Answering for Retail Company

"They are very reliable, efficient, and fast."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
2012 - Ongoing
The Reviewer
 
10,000+ Employees
 
Belleview, Florida
Sales Entry-level, Retail 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 these services to answer inquiries from customers regarding their orders, prices, and complaints.

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

We were handling 20 customers per day during the holidays and up to 10 customers per day during non-holiday periods.

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

Our goal was to increase sales and customers.

SOLUTION

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

They help with processing orders, answering customer calls, and recording messages.

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

They bill us hourly.

How did you find and select this service provider?

We found them through a Google online search and Yelp.​​​​​​​

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

They meet deadlines, offer good customer service, and are quick to respond.

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

They save us $50 per month.

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

It's a good company. They are very reliable, efficient, and fast.​​​​​​​

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

They are good listeners, provide fast customer service, and offer good products.​​​​​​​

Where do you think this service provider can improve?

There is nothing they need to improve.​​​​​​​

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 Processing for Camping & Hunting Company

"The calls are very quickly answered and very professionally done."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
Aug. 2007 - Ongoing
The Reviewer
 
501-1,000 Employees
 
Greer, South Carolina
Customer Service Associate, Camping & Hunting Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

It is seasonal for inbound calls to set up reservations for camping and selling hunting and fishing licenses, it helps in many states in processing greater needs of the consumers and we allow not only a brick and mortar but work at home agents too.

How many inbound calls did your company handle every day?

All of our calls are inbound calls we handle over thousands of calls per day.

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

To help to increase sales and contend with call volume.

SOLUTION

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

We handle the calls and processing of payments all day as well as creating reservations and licenses for hunting and fishing.

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

I am not sure, that is handled by another department.

How did you come to work with this service provider?

I am not sure how we found them.

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

The calls are very quickly answered and very professionally done. Direct Outbound are well versed in what and how they commit to their service.

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

I would say it is in the hundreds of thousands.

RESULTS & FEEDBACK

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

This I can't really say, but the revenue is probably great. I don't have any metrics, as that is handled by someone else in my company.

What are the service provider's strengths?

They are very knowledgeable and diversified and have great customer service.

What areas can the service provider improve?

Not really sure where they could improve.

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

It has been over 10 years, and it's ongoing.

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

I prefer not to answer.

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

Seasonal Order Processing for Seafood Company

"It is a good way to get what your customers want."

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
 
Homer, Alaska
Senior Customer Service Manager, Manufacturing Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

It's seasonal.

How many inbound calls did your company handle every day?

We have 150 calls per day incoming.

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

We needed to get all of our seafood orders to customers.

SOLUTION

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

Their service accepts all the calls.

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

They bill us on a need basis.

How did you come to work with this service provider?

A friend recommended the service.

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

They do a good job.

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

$2500 per month.

RESULTS & FEEDBACK

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

It is a good way to get what your customers want.

What are the service provider's strengths?

They are able to answer multiple calls at a time.

What areas can the service provider improve?

They should be able to work in more remote areas.

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

We have worked with them for five years.

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

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

4.5
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

Phone & Order Processing Support for Energy Company

"They provide stability for us."

Quality: 
2.0
Schedule: 
2.0
Cost: 
1.5
Willing to refer: 
1.5
The Project
 
Less than $10,000
 
2013 - Ongoing
The Reviewer
 
501-1000 Employees
 
Hartford, Connecticut
Sales Manager, Energy Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

It's seasonal support that we need. We handle inbound calls in-house at certain times of the year.

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

I would say that 75% of the calls were being handled by our company.

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

We needed assistance with our sales, marketing, and ordering efforts.

SOLUTION

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

They mostly assist us with processing orders and we do use them to answer calls as well.

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

I don’t know the exact details, but we've been happy with them.

How did you come to work with this service provider?

We had worked with them in a prior commitment.

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

I have no comment for this question.

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

It may be an average of $40,000 a month.

RESULTS & FEEDBACK

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

We're happy with this service provider. We've been using them for a long time now.

What are the service provider's strengths?

They provide stability for us.

How can the service provider improve?

Nothing, we’ve never had any problems.

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

Our work together has been going on for four years.

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

I’d say it is an annual amount of $5,000 to $9,999.

2.5
Overall Score
  • 2.0 Scheduling
    ON TIME / DEADLINES
  • 1.5 Cost
    Value / within estimates
  • 2.0 Quality
    Service & deliverables
  • 1.5 NPS
    Willing to refer

Calling & Ordering Services for Transportation Service

"They have been excellent in answering calls for our customers."

Quality: 
5.0
Schedule: 
4.5
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Jan. 2016 - Ongoing
The Reviewer
 
51-200 Employees
 
Redford, Michigan
Customer Service Manager, Transportation Service
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We need these services because we have a high demand of calls rising quickly for our company, and we want to focus on customers.

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

We took 75% of the calls, sometimes more.

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

Our goal was to make customer support more effective.

SOLUTION

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

Direct Outbound takes customer calls and takes orders.

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

We go by a packaged deal with them.

How did you come to work with this service provider?

A client suggested Direct Outbound to us.

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

They have been excellent in answering calls for our customers.

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

They save us thousands per month.

RESULTS & FEEDBACK

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

The productivity in our company has improved 85% since we started using Direct Outbound.

What are the service provider's strengths?

The way they handle support services.

How can the service provider improve?

There isn’t much to improve. They do a fantastic job.

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

We began working with them in January 2016.

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

We are spending somewhere between $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 IT Company

"Our sales doubled last quarter, compared to what it was in the previous year."

Quality: 
4.5
Schedule: 
4.0
Cost: 
3.5
Willing to refer: 
3.5
The Project
 
$10,000 to $49,999
 
Aug. 2016 - Ongoing
The Reviewer
 
11-50 Employees
 
Austin, Texas
Senior IT Manager, IT Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We need these services because we provide a 24-hour service.

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

The volume of inbound calls is about 50%.

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

To handle all calls without neglecting any clients.

SOLUTION

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

Answering customer calls, taking orders, providing after-hours help.

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

It is monthly and based on call volume - there is also a minimum.

How did you come to work with this service provider?

We found through an online search.

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

Yes, they have been very quick and have handled most of our needs.

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

About $5,000 per month.

RESULTS & FEEDBACK

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

Our sales doubled last quarter, compared to what it was in the previous year.

What are the service provider's strengths?

Speed and professionalism.

How can the service provider improve?

Diversity of the services they provide.

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

We have been working together since 2016.

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

$10,000 to $49,999.

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

Customer Satisfaction Assistance for Telecommunications Firm

"They have great business and communication skills."

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
2016 - Ongoing
The Reviewer
 
501-1,000 Employees
 
Chicago, Illinois
IT Employee, Telecommunications Firm
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We needed new approaches in the organizational aspects of our company.

How many inbound calls did your company handle every day?

I'm not entirely sure on the exact number, but we do have lots of calls coming in daily.

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

We needed to provide our customers with better availability and better communication services.

SOLUTION

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

They gave us the services needed that allowed our company to better serve our customers, especially in terms of availability and communication.

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

We receive invoices from them.

How did you come to work with this service provider?

Someone in my professional network called me and referred them.

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

They know how to help companies with their organization and communication efforts.

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

They save our company approximately $25,000 per year.

RESULTS & FEEDBACK

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

They have great business and communication skills.

What are the service provider's strengths?

Their knowledge of the business world and understanding how to communicate with customers.

What areas can the service provider improve?

Their customer service is great, but could always be improved.

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

Direct Outbound has been working with us since 2016.

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

Our financial investment ranges from $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