InTouch

OPPORTUNITY / CHALLENGE

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

We use inbound to accept phone calls when we are busy or not in.

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

10%. It's essential for our company to not miss the phone calls.

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

To not miss any incoming calls.

SOLUTION

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

They answer phone calls when we are busy or out.

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

They have a flat rate and then a rate for overages.

How did you come to work with this service provider?

They are local and respected.

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

They are quick to respond and take accurate messages.

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

They don't really save time or money they take care of the extra.

RESULTS & FEEDBACK

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

They are accurate.

What are the service provider's strengths?

That they are a 24 hour service.

How can the service provider improve?

I don't think they need to change anything.

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

15 years.

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

$1,000 to $4,999.