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CREATING TELESERVICE SOLUTIONS

5.0
2 reviews

Professional Communication Services is located in the heart of Silicon Valley and was founded in 1991 to meet the specialized needs of the medical and high tech industries. We recognized that this particular group of businesses dealt with critical circumstances, sometimes life threatening that required meticulous attention to details. Only an intelligent and conscientious network of employees could handle these situations.

 
$1,000+
 
< $25 / hr
 
10 - 49
 Founded
1991
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Palo Alto, CA
headquarters

Focus

? These focus breakdowns are estimates provided by the Clutch team. Service line and focus breakdowns can change at any time and are subject to the company’s discretion once they claim ownership over their Clutch profile.
Service lines
  • Voice Services
  • Non-Voice BPO/Back Office Services
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Industry focus
  • Health Care & Medical
  • Information technology
  • Telecommunications
Voice/Call Center Services
BPO Focus

Reviews

5.0
2 reviews
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Scheduling & Answering Assistance for Telecommunications Firm

"Their employees have strong communication skills."

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Apr. 2014 - Ongoing
The Reviewer
 
201-500 Employees
 
Nicholasville, Kentucky
Customer Service Manager, Telecommunications Firm
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

Procomm’s inbound services are needed for our customers. We want them to be able to make appointments quickly instead of having to wait long periods of time.

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

We were handling 50 calls every day.

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

Our goal was to increase customer service.

SOLUTION

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

They assist us by answering phones and scheduling appointments.

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

The amount we pay is based on an hourly basis.

How did you come to work with this service provider?

They were recommended to us.

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

They meet our expectations and have even gone above them.

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

I estimate they save us $500 per month

RESULTS & FEEDBACK

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

They help with efficiency.

What are the service provider's strengths?

Their employees have strong communication skills.

How can the service provider improve?

I can’t think of anything.

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

We’ve been working with them since April 2014.

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

It’s in the ranges of $5,000 to $9,999 every year.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Inbound Calling and Order Processing for Life Sciences Company

"They promptly answer calls with 100% satisfaction from vendors."

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5.0

Quality: 
4.5
Schedule: 
5.0
Cost: 
3.5
Willing to refer: 
4.0
The Project
 
$50,000 to $199,999
 
Dec. 2016 - Ongoing
The Reviewer
 
51-200 Employees
 
Georgia
Customer Service Executive, Life Sciences Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We need assistance with high call volume.

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

75-80%.

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

Our goal was to maximize staff usage by minimizing the need to answer and direct so many calls.

SOLUTION

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

They answer calls and take minimal orders.

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

We are on a one-year commitment with monthly payments.

How did you come to work with this service provider?

We found them through a personal referral.

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

They answer calls quickly.

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

90-100 hours.

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

$1200-$1500.

RESULTS & FEEDBACK

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

They promptly answer calls with 100% satisfaction from vendors.

What are the service provider's strengths?

They are professional and courteous with prompt follow through.

How can the service provider improve?

They could improve on their cost.

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

Dec. 2016 - Ongoing.

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

$50,000 to $199,999.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 3.5 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 4.0 NPS
    Willing to refer
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