NICE inContact

OPPORTUNITY / CHALLENGE

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

It is necessary in every company, since it provides better customer service by having experts who will help with any issues that arise.

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

20%.

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

Our goal was to have an ideal work tool to solve the needs of our customers.​​​​​​​

SOLUTION

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

They provide interactive voice response services.

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

I prefer not to share this information.

How did you find and select this service provider?

We found them through online reviews and price quotes.​​​​​​​

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

The quality of work is good and it meets what they offer.

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

I would say between 5 and 10% of our average spending.

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

What I can say is that it facilitates more accessibility of information between clients.​​​​​​​

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

They offer updated tools, good support, and competitive prices.​​​​​​​

Where do you think this service provider can improve?

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

OPPORTUNITY / CHALLENGE

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

We used to handle this work in-house, but once our client list increased, we no longer had the resources to handle the volumes and did not want to hire full-time or part-time staff for simplicity reasons.

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

We only have a couple of employees, but we were receiving 40+ calls per day. Considering that managing the business was our job, not answering phone calls, we decided to outsource to a high-quality provider.

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

We needed to hand them the reigns of customer support with minimal support from us, and to free up our time for what we do best.

SOLUTION

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

They take inbound calls and have a dedicated phone number for our customers, which lets them know which calls are related to our company.

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

They bill us hourly based upon call logs and through an online system.

How did you come to work with this service provider?

We found them through an online search and online reviews, which convinced us they were a quality provider with up-to-date tech and processes.

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

They've done everything we've asked, but with their high turnover rates it can sometimes be an issue to have their newly trained agents follow procedures 100% correctly. This is part of the industry, unfortunately.

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

They probably save us 20+ hours per month. They do not save us any money. We spend more, but it’s worth it.

RESULTS & FEEDBACK

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

They are proactive and make our job easier on a daily basis. They only contact us when it’s necessary. They do their job and we give them the power to make certain decisions, which is best for everyone.

What are the service provider's strengths?

Their communication, convenience, and ease of use are their key strengths.

How can the service provider improve?

They could work on improving employee engagement in order to keep veteran staff.

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

We started working with them 1 year ago, and continue to do so.

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

We are investing $50,000 to $199,999 annually.

OPPORTUNITY / CHALLENGE

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

Yes, the service is seasonal.

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

About 70% of the incoming calls are inbound and handling these calls is essential to our business.

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

We wanted a friendly customer phone support system for our customers.

SOLUTION

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

They answer customer calls and process orders.

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

It is by the hour.

How did you come to work with this service provider?

We found them online.

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

They hit the mark for all of these things.

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

About $10,000 per month.

RESULTS & FEEDBACK

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

It will improve the productivity and work of your business.

What are the service provider's strengths?

They maintain a good relationship with our business.

How can the service provider improve?

Perhaps if they had some sort of online service.

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

We have been working together from 2012 to now.

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

Less than $10,000.

OPPORTUNITY / CHALLENGE

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

It's a seasonal need.

How many inbound calls did your company handle every day?

15% of our calls are inbound.

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

We wanted to lessen the burden of doing it in-house.

SOLUTION

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

Their work included answering calls from customers and processing orders.

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

It's hourly and part-time.

How did you come to work with this service provider?

I chose them from a referral from a colleague.

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

They are very responsive.

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

I think they save us $500-$1,000 per month.

RESULTS & FEEDBACK

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

I have no statistics available.

What are the service provider's strengths?

Their experience is a strength.

What areas can the service provider improve?

There is nothing to improve.

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

We started in March 2015, and it is ongoing.

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

Our cost is between $1,000 to $4,999.