Pac Biz Contact Center Outsourcing

BACKGROUND

Please describe your company and your position there.

AZ Media Maven, LLC is a boutique public relations and social media company working exclusively with small business owners. We provide services including editing, writing, press releases, blogging, media coaching and consulting, graphic design, SEO, social media content creation, platform engagement, and advertising. I am the founder and owner.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Pac Biz Contact Center Outsourcing?

I needed administrative assistance with a multitude of small projects to make my company more efficient.

SOLUTION

How did you select this firm and what were the deciding factors?

I chose Pac Biz because of the company's stellar reputation for integrity and putting people first.

What was the scope of the vendor's involvement?

As a solo entrepreneur, I use a handful of contractors to provide support for my clients. However, I am the main point person and quality control person for all accounts. When I spoke with the owner of Pac Biz, we came up with a plan for his company to provide administrative assistance through his VA program.

How many resources from the vendor's team worked with you, and what were their positions?

I worked directly with my VA, as well as her supervisor, who is also my account manager. I am fortunate to also personally know the Pac Biz owner and was privileged to have his input at the onset of this project.

What is the status of this engagement?

I now have a developing employee handbook and a guide that outlines all the different processes my company uses. My VA also created brand style sheets for each of my individual clients as a reference for my design team to be consistent. The VA did an excellent job of helping me improve quality control and consistency among my clients and contractors.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

I now have a developing employee handbook and a guide that outlines all the different processes my company uses. My VA also created brand style sheets for each of my individual clients as a reference for my design team to be consistent. The VA did an excellent job of helping me improve quality control and consistency among my clients and contractors.

How effective was the workflow between your team and theirs?

The workflow is very effective on their side. I had a learning curve of how to appropriately delegate and share direction. I had worked on my own for a decade, and relearning office management skills is still a work in progress.

What did you find most impressive or unique about this company?

Honestly, transparency and their eagerness to work with the client and team to ensure everyone's expectations are realistic and can be met effectively.

Are there any areas for improvement or something they could have done differently?

I believe Pac Biz offers a quality VA program and that it will continue to get better and better. I see no specific room for improvement, but this company is known for raising the bar in all that it does.

BACKGROUND

Please describe your company and your position there.

I am the owner of a full service marketing company with clients in Ecommerce, Transportation, and Healthcare.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Pac Biz?

We use Pac Biz to provide call center services to our clients including phone, chat, email, social media and text.

What were your goals for this project?

To provide our clients with reliable and quality customer service support so that they are not missing any leads that our marketing company is bringing in. Our clients were not able to handle call volume in-house, so we have Pac Biz agents on 24/7. They were able to cater to the needs of several different industries: Transportation, ecommerce, pharmacy/healthcare, and service businesses.

SOLUTION

How did you select Pac Biz?

They offer referrals from existing clients where they can explain the positive impact working with Pac Biz has yielded. They also provided a free trial and their Quality Assurance (QA) Team protocol ensures regular scoring for consistent standards in performance.

Describe the project in detail.

As a marketing agency, many of our clients were constantly missing valuable leads that we were bringing in. They either were not answering the phone, missing emails, contact form submissions, or messages on social media. As this issue rolls over into my company's results, we found Pac Biz to be a great, cost-effective solution to maximize customer experience.

What was the team composition?

The team is made up of dedicated agents (dependent on number of shifts needed covered). Agents are supported by a training department, supervisor, account manager, Quality Assurance (QA) Team that regularly scores calls/contact performance (call time, conversions, customer satisfaction). They also provide 24/7 IT monitoring, are SOC2 certified, and have HIPAA Compliant level security.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

After signing up with Pac Biz, our clients are able to capture all of the leads we send their way, making our marketing strategies more worth while, as leads were not being constantly missed. They are consequently more satisfied with results, while saving on hiring customer service representatives in-house (without having to worry about increased costs of equipment, entry level headaches - constant turnover, benefits, rising minimum wage). Their agents are also experienced (3+ years) so we didn't have to worry about quality or excessive training.

How effective was the workflow between your team and theirs?

Open communication through Basecamp, emails, and Zoom calls. Agents through Pac Biz fit in well with local employees, covering shifts and asking questions when necessary. Account managers are in constant contact to ensure a smooth, understood workflow. Agents attend company meetings and act as normal part of team.

What did you find most impressive about this company?

The onboarding process is very straightforward and it is easy to get started. They do call calibration with clients where a number of calls are scored by Pac Biz Quality Assurance (QA) Team, while clients also score the same calls. The scores are them compared and any disconnect is addressed so they can be on the same page on expectations.

Are there any areas for improvement?

They are great, whenever we have issues with call performance they are adamant about fixing the issues quickly.

OPPORTUNITY / CHALLENGE

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

We have inbound sales calls that require this need.

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

We handle 50 calls per day.

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

The need is to allow our sales representatives to make outbound calls and have a service handle inbound calls.

SOLUTION

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

They answer our phone calls.

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

We pay an hourly fee.

How did you come to work with this service provider?

We found them through a referral from another business owner.

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

They are quick and reliable.

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

They save us 20 hours per week and $2,000 per month.

RESULTS & FEEDBACK

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

We are more efficient. Sales numbers have been up every month.

What are the service provider's strengths?

Their customer service representatives are strong.

How can the service provider improve?

Their call clarity could improve.

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

I worked with them for one year.

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

We spent $10,000 to $49,999 the first year.