Professional. Friendly. Courteous.

Sound Telecom brands your phones, enables you to deliver superior customer service, and helps companies grow their business by developing customized telecom solutions. Established in 1986, Sound Telecom is a nationwide provider of telephone answering services, inbound and outbound call center programs, cloud-based phone systems, and unified communications on a 24/7/365 basis with US agents.

 
Undisclosed
 
Undisclosed
 
10 - 49
 Founded
1986
Show all +
Seattle, WA
headquarters
  • Sound Telecom Seattle, WA
    United States
    877.310.9575

Portfolio

Key clients: 

Boeing, Microsoft, Starbucks

Appointment Quest

Reviews

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Inbound Support for Business Services Company

"They provide a very good service."

Quality: 
4.5
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
4.5
The Project
 
Less than $10,000
 
Sept. 2015 - Ongoing
The Reviewer
 
501-1000 Employees
 
Manassas, Virginia
Administration Manager, Business Services Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We use these services because we don't have enough time to manage these services ourselves.

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

90%.

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

Our goal was to maintain a cordial and productive relationship.

SOLUTION

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

All the services from Sound Telecom are important.

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

They bill for hours and we pay at the end of the month.

How did you find and select this service provider?

We found them through extensive studies and by analyzing the cost and the services.

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

We need the support.

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

It is hard to say. They provide a very good service. They save us maybe 5% a month.

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

We need the synergy and the expertise.

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

They respond quickly.​​​​​​​

Where do you think this service provider can improve?

They can maybe improve the customer service in general.​​​​​​​

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

Answering Services for Business Service

"They do a simple job well."

Quality: 
2.5
Schedule: 
2.5
Cost: 
2.5
Willing to refer: 
2.5
The Project
 
Less than $10,000
 
July 2017 - Ongoing
The Reviewer
 
1-10 Employees
 
Sparks, Nevada
Owner, Business Service
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

Off-hour support is needed for our operations.

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

It is a low percentage. Less than 10% of total volume. But, the service is done to keep staff from a third shift of work.

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

The service is to simply to cover our overnight hours.

SOLUTION

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

Nothing special. Just phone answering and escalating on rare occasions to on call staff.

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

It is a flat rate of $500 per week.

How did you come to work with this service provider?

Past experience with them in previous positions.

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

We have no performance metrics in place.

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

This is totally unknown. But, it saves our staff from becoming overworked.

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

N/A.

RESULTS & FEEDBACK

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

Nothing in particular. They do a simple job well.

What are the service provider's strengths?

Being there for us to cover the shifts.

How can the service provider improve?

I have no suggestions.

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

We began July 2017 and are ongoing.

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

Our investment is about $5,000 to $9,999 annually.

2.5
Overall Score
  • 2.5 Scheduling
    ON TIME / DEADLINES
  • 2.5 Cost
    Value / within estimates
  • 2.5 Quality
    Service & deliverables
  • 2.5 NPS
    Willing to refer

Answering Services for Education Service

"We are very happy with their services and recommend them for any company."

Quality: 
4.0
Schedule: 
4.5
Cost: 
3.5
Willing to refer: 
4.5
The Project
 
$10,000 to $49,999
 
May 2014 - Ongoing
The Reviewer
 
501-1,000 Employees
 
Waxahachie, Texas
IT Director, Education Service
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

This need was handled in-house, but we decided that we needed to handle it more professionally and with more precision.

How many inbound calls did your company handle every day?

Our phones are constantly ringing all day, we can't feasibly answer them all with good results and get the rest of our work activities done.

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

We wanted to provide our clients with better customer service and by partnering with Sound Telecom we are able to do that. Sound Telecom can handle the majority of our calls leaving us to take care of what we need to.

SOLUTION

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

Answering services and call filtering.

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

We are on a monthly contract with a set amount of calls, we can't exceed or receive higher rates.

How did you come to work with this service provider?

We called various services and decided on one based on budget and services.

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

They are very quick to respond, we are very happy with their services and recommend them to any company.

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

It is hard to measure how much money they save us in our business, but we are happy with what we spend and the product we are getting back.

RESULTS & FEEDBACK

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

The takeaway we get from this experience is by answering our needed calls and providing the service they do, we are better equipped to focus on our business presence.

What are the service provider's strengths?

Professionalism.

What areas can the service provider improve?

Where we think any business can improve, cost, but this isn't a deal breaker.

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

We began using them May 2014 and still do.

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

We are investing $10,000 to $49,999.

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

Sound Telecom is Great for After Hours

"We like it for the most part but there is some miscommunication sometimes."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
3.5
The Project
 
Less than $10,000
The Reviewer
 
51 - 200 Employees
 
Virginia Beach, VA
Manager, Business Development
 
Verified
The Review

Recommendations:

N.A.

Experience:

It [Sound Telecom] was referred by another company like ours. We use their 24/7 answers, tracking, and monitoring. We like it for the most part but there is some miscommunication sometimes. It helps our office after hours and on Sundays.

Pros:

It is great for after hours.

Cons:

We have had some miscommunication with our hours.

Sound Telecom Allows More Flexibility Managing Calls

"Allows more flexibility with managing incoming calls."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
3.5
The Project
 
Less than $10,000
The Reviewer
 
51 - 200 Employees
 
Indianapolis, IN
Manager, Other
 
Verified
The Review

Recommendations:

Just do all your research and make sure to properly articulate what you are looking for, what services you expect and the level of response when a problem arises.

Experience:

Our company had an old system and needed newer system with customer service that came with it. We use phone answering, automatic transfer (by name, like find the name by alpha/extension), and internet and app capabilities. Their performance has been pretty good, and we have had some troubleshooting with certain specific situations that have come up.

Pros:

Allows more flexibility with managing incoming calls.

Cons:

Faster response times when a problem arises.

Best Scheduling Tool for Healthcare

"We've greatly benefitted in more sales as well as an easier work flow for our representatives."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
4.5
The Project
 
Less than $10,000
The Reviewer
 
51 - 200 Employees
 
Vero Beach, FL
Manager, Sales
 
Verified
The Review

Recommendations:

I would recommend them to anyone who asks. If you're looking for the best, they're everything you need.

Experience:

Sound Telecom is a very reliable service. They provide the best customer service I have seen thus far! They are prompt and answer in a personal and professional manner. They offer many benefits with their service. They are affordable and trustworthy. The only thing I would recommend they solve is their technology problems. It seems to go down when the weather is bad. We use the main answering service, voicemail and call forwarding features. They also take down names and numbers for us to give clients a callback. Sound Telecom has performed excellent. They have been able to deliver on all of their services with minimal trouble. The calls are put into a waiting queue or scheduled for a callback. We've greatly benefitted in more sales as well as an easier work flow for our representatives.

Pros:

Sound Telecom has the most professional manner I have experienced. Their keen knowledge makes them a great service to have. Their scheduling is their best tool.

Cons:

The only complaint I have is the technology. I feel they could integrate a better quality.

Great Tool to Increase Efficiency

"It's a great tool because it increases the productivity of the company."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
4.5
The Project
 
Less than $10,000
The Reviewer
 
51 - 200 Employees
 
Paterson, NJ
Associate, Administration
 
Verified
The Review

Recommendations:

If you want something basic, affordable, yet works well, this company would be a great place to start.

Experience:

We were looking for a company that has a good reputation in the business and would represent our company well. A company who can cater to the needs of our business, be flexible, professional, and would benefit the company in general. We use telephone answering services and voicemail. Sound Telecom has performed better than expected. It's based in the US which helps a lot in terms of understanding what is needed.

Pros:

I like that it has a good name in the industry, is based in the US, and cares about clients' needs. It's a great tool because it increases the productivity of the company.

Cons:

It's strange not having someone in the office answer the phone, so this at times can create a delay in the reception of messages.

Reliable Answering Service with No Downtime

"The cost of the service is reasonable."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
3.0
The Project
 
Less than $10,000
The Reviewer
 
201 - 500 Employees
 
Brooklyn, NY
Director, IT
 
Verified
The Review

Recommendations:

N/A

Experience:

We needed a reliable answering service with no downtime. Our other answering service gives us a lot of problems. We use the pager, virtual receptionist, and call reminder services. Sound Telecom has worked well. Customers are not complaining as much as in the past.

Pros:

The cost of the service is reasonable.

Cons:

N/A

Answering Service for Hospitality Company

"It's been okay but it's the first one we've tried it's been fairly beneficial."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
3.0
The Project
 
Less than $10,000
The Reviewer
 
11 - 50 Employees
 
Ozark, AL
Manager, Customer Service
 
Verified
The Review

Recommendations:

Just be more willing to adjust for new clients.

Experience:

We needed something faster and more up to date so we chose Sound Telecom. We use their automated answering services. It's been okay but it's the first one we've tried it's been fairly beneficial.

Pros:

I like how clients have options and it is not redundant

Cons:

The quality of knowledge of our industry.

Great for High Volume Calls and International Markets

"We chose Sound Telecom because of their pricing, customer service, and overall ability to handle our growing customer volume."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
4.5
The Project
 
Less than $10,000
The Reviewer
 
501 - 1,000 Employees
 
Plano, TX
Director, IT
 
Verified
The Review

Recommendations:

That it is great if you have a high call volume and a large international market.

Experience:

We chose Sound Telecom because of their pricing, customer service, and overall ability to handle our growing customer volume. We use call patching, virtual receptionist, scheduling, and 24/7 service. The company has performed very well.We chose Sound Telecom because of their pricing, customer service, and overall ability to handle our growing customer volume. We use call patching, virtual receptionist, scheduling, and 24/7 service. The company has performed very well.

Pros:

24/7 presence because it allows our international business to flourish.

Cons:

Nothing.