Nexa Receptionists

BACKGROUND

Introduce your business and what you do there.

I’m the co-founder and CFO of Whitehardt, Inc. We’re a national advertising firm for attorneys.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Answer 1?

We run ad campaigns that can create up to 300–500 phone calls in three minutes. We needed another call center to help support the business we’re receiving.

SOLUTION

What was the scope of their involvement?

Answer 1 provides legal intake services, virtual assistant services, and lead generations. The team processes incoming calls for our local campaigns and national mass tort campaigns as needed. I first worked with their trainers about the emotional hooks we prefer their team members use. They made the onboarding process as smooth as possible. We provide ongoing script changes and they quickly adapt it into their existing workflow.

What is the team composition?

Our main point of contact is Cameron (VP of Customer Success, Answer 1) and Athena (Account Specialist, Answer 1). The center provides 6–10 people to answer our local campaigns and as many as needed for our larger national campaigns.

How did you come to work with Answer 1?

One of our primary call center vendors recommended their team. We trusted their recommendation, and Answer 1 confirmed that confidence by performing well in the initial interview.

How much have you invested with them?

We’ve spent $200,000 so far.

What is the status of this engagement?

We started working together in September 2017, and the partnership is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The length of our relationship is a testament to Answer 1’s quality. The team conducts high-quality legal intake services. We rarely receive substantive customer complaints about their calls, which is outstanding to me.

How did Answer 1 perform from a project management standpoint?

We keep in touch weekly to provide script updates and discuss any issues that come up during the calls. I can reach out to Cameron and Athena at any time to talk about a call problem, and they’ll get back to me right away with a solution. They’re open to feedback and to trying new techniques. Their close location is also a plus; I can visit their offices as needed.

What did you find most impressive about them?

Answer 1 carefully considers how much business they take on so that they can maintain call quality for every campaign. They are competent, confident, and compassionate for each call. Every team member keeps to a high standard of productivity without sacrificing service quality.

Are there any areas they could improve?

I hope they continue to grow so I can increase my business with their team.