What was the scope of the service provider's involvement?
They provide a wide range of services such as customer service, retention/cancellations, telesales, order taking, appointment setting, lead generation, three levels of technical support, direct response, customer loyalty programs, call quality audit program, and market research and surveys.
Could you describe the service provider's pricing structure and how they billed you?
It is on a monthly basis and we usually write a check and if needed wire a transfer. It is a short-term need.
How did you come to work with this service provider?
We did a Google search for call centers and came upon them during the search.
How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?
They have the best agents handling customer issues with at least three years of experience. They generate new business by expanding their own, such as increasing their number of services, answering services, web development services, etc.
How much time and money does this service provider save you each month?
I would say about 30%.