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Specialty Answering Service is a national outsourcing provider for fast-growing small businesses and some of your favorite well-known brands.
 
With SAS’s 24-hour live coverage, you’ll never miss a call and customers will love you for it! 

Basic info

Free trial

100 mins $109/mo

Monthly subscription

Economy plan for $29/mo 

100 mins for $109/mo

220 mins for $189/mo

500 mins for $469/mo

1000 mins for $890/mo

 
Undisclosed
 
Undisclosed
 
10 - 49
 Founded
1985
Show all +
King of Prussia, PA
headquarters
  • 1006 9th Avenue
    King of Prussia, PA 19406
    United States

Reviews

Sort by

Customer Support for Utilities Company

“Their associates are very responsive and have a can-do attitude.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
July 2019 - Ongoing
Project summary: 

Specialty Answering Service provides customer service associates and phone answering services. Working during the night and on holidays and weekends, their staff oversees the incoming emergency calls.

The Reviewer
 
11-50 Employees
 
Lakeway, Texas
Loyd L Smith
Administration Manager, Lakeway Municipal Utility District
 
Verified
The Review
Feedback summary: 

Though the project has recently begun, the team has already demonstrated its ability to provide excellent service through smooth setting-up procedures. They are responsive, professional, and keen to provide the highest-quality associates.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I’m the finance and administration manager of Lakeway Municipal Utility District, a water and wastewater utility.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Specialty Answering Service?

We needed a company to answer our phones and provide after-hours customer service associates for emergencies.

What were your goals for this project?

To have complete confidence that our emergency calls would be handled properly.

SOLUTION

How did you select this vendor?

We compared them with other vendors.

Describe the project in detail.

They answer any calls we receive after 5 pm and before 8 am, as well as on weekends/holidays.

What was the team composition?

They have well-established teams to handle every aspect of our process.

RESULTS & FEEDBACK

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

While we are just starting the service, we have been very impressed with the implementation. Their associates are very responsive and have a can-do attitude.

How effective was the workflow between your team and theirs?

We’ve had an excellent response from their team in getting things set up exactly as we wanted.

What did you find most impressive about this company?

Their responsiveness, professionalism, and desire to provide excellent service impresses me.

Are there any areas for improvement?

Nothing, they have everything down perfectly.

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

Answering Services for R&D Defense Contractor

"SAS is reliable and responsive, which we count on to keep operations running smoothly." 

Quality: 
4.5
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Jan. 2015 - Ongoing
Project summary: 

Specialty Answering Services answers calls and forwards messages to the appropriate internal parties using an email system.

The Reviewer
 
1-10 Employees
 
Owings Mills, Maryland
Terry Rajasenan
President, ProcessProxy Corp.
 
Verified
The Review
Feedback summary: 

Efficiency and productivity have both increased thanks to interruptions being intercepted by Specialty Answering Services. Dedicated and available, Specialty Answering engineered a simple onboarding and quickly instituted a smooth workflow.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I’m the president of ProxyProcess Corp. We’re an R&D firm that does defense-related projects.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Specialty Answering Service?

We needed call answering services at all hours to improve our team’s efficiency. Our stakeholders expect us to be highly reliable.

What were your goals for this project?

We wanted to turnaround responses to stakeholders quickly without slowing down our team with interruptions.

SOLUTION

How did you select this vendor?

We found them via research and word of mouth.

Describe the project in detail.

Once we selected them, we established an email alert procedure that detailed who to contact and how depending on the specific message. SAS has kept it simple since then, being responsive as needed.

RESULTS & FEEDBACK

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

Because SAS is fielding and forwarding calls to team members, our work has been reduced. We have fewer interruptions, which means we’re more productive than we used to be.

How effective was the workflow between your team and theirs?

The email approach has proved to be a very simple workflow. Our office manager handled the setup, but now everyone benefits.

What did you find most impressive about this company?

SAS is reliable and responsive, which we count on to keep operations running smoothly.

Are there any areas for improvement?

It would be helpful if they gathered data we could analyze and use to make decisions regarding whose calls to address and allow.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They've been very responsive.
  • 4.5 Cost
    Value / within estimates
    It's more than reasonable, and will be perfect once additional data is provided (which they are working on).
  • 4.5 Quality
    Service & deliverables
    Aside from a small hiccup, their service has been excellent.
  • 5.0 NPS
    Willing to refer

Answering Services for Residential & Commercial Cleaning Firm

“We contacted them numerous times to find a solution, but they just kept giving us excuses.”

Quality: 
0.5
Schedule: 
0.5
Cost: 
0.5
Willing to refer: 
0.5
The Project
 
Less than $10,000
 
Jan. - Apr. 2018
Project summary: 

Specialty Answering Service was contracted to provide answering services for customers calling to schedule or reschedule appointments during a four-month engagement.  

The Reviewer
 
1-10 Employees
 
Missouri
Owner, Residential & Commercial Cleaning Firm
 
Verified
The Review
Feedback summary: 

The relationship deteriorated due to unprofessional customer service (e.g., keeping customers on hold, not monitoring representatives) and inappropriate billing practices. Customers have given negative feedback and business has suffered as a result of Specialty Answering Service’s involvement.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the co-owner of a cleaning service firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Specialty Answering Service?

We needed a call center to provide answering services for our cleaning firm.

SOLUTION

What was the scope of their involvement?

I expected them to follow our script, but they failed to catch on even after we adjusted it 20 times. They would leave the customer on hold for three to four minutes, billing us for every minute and resulting in unnecessary charges. They would say things that weren’t in the script as well.

We called and addressed these problems with them, but their whole process was unprofessional. We had customers who would get frustrated when calling to reschedule appointments and tell us everything when we showed up to their houses. All of our calls were recorded, so we believed what our customers were telling us.

They didn’t follow what we asked them to do. They billed for random changes and sent invoices twice in the same month. We had so many complications with them. We thought it would be a smooth process when we started and thus gave them the benefit of the doubt, but realized they weren’t professional after four months.

How did you come to work with Specialty Answering Service?

Initially, their price model ($200 per month) stood out to us.

How much have you invested in them?

We spent around $3,000.

What is the status of this engagement?

We worked with them from January–April 2018.

RESULTS & FEEDBACK

Describe the impact this engagement has had on your business.

Our customers have given negative feedback on their service. We’ve now found out that they’re putting things up about us on other websites, causing us to lose business. We’re currently looking to hire another answering service.

How was project management handled?

They didn’t have a project manager, nor did they listen back to what their representatives were saying to customers until we complained about it. They had three different items on our bill other than the $200 per month charge that they never explained, even though we asked about it repeatedly. We realized the calls weren’t as long as what they were billing us for. We had a lot of issues with them coming up with random charges like that. We contacted them numerous times to find a solution, but they just kept giving us excuses and claiming to have proof.

In what specific areas can they improve?

If the customer is saying that a call shouldn’t be so long and are asking for a credit for it, then they should listen to the customer and try to cooperate.

What advice do you have for clients with similar needs to yours?

They had a Google page, but have since removed it so that no one can see bad reviews like the one we left.

0.5
Overall Score
  • 0.5 Scheduling
    ON TIME / DEADLINES
  • 0.5 Cost
    Value / within estimates
  • 0.5 Quality
    Service & deliverables
  • 0.5 NPS
    Willing to refer

Specialty Answering Service Saved Us Millions

"Specialty Answering Service has saved us millions, if not billions, of dollars every year since we started using their service."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
The Reviewer
 
Madera, CA
Vice President, IT
 
Verified
The Review

Recommendations:

I would highly suggest that if you have a high number of callers & users, you invest in this technology.

Experience:

We are the largest petroleum & oil company in the world. We operate not only in the US but throughout the world. I work at the headquarters in San Ramon CA. We receive no less than 1200 calls on a daily basis. It is crucial that our automated telephone system adequately handle every call correctly since millions of dollars can be at stake. I personally handle a minimum of 50 calls daily. We use their multi-choice options, automated voicemail and call routing services. Specialty Answering Service has saved us millions, if not billions, of dollars every year since we started using their service.

Pros:

The voicemail capabilities outweigh all other areas.

Cons:

There really isn't anything that I can think of that would offer any improvements.

SAS is Efficient, Friendly and Upbeat

"SAS actually helped us increase our revenue."

Quality: 
n/a
Schedule: 
n/a
Cost: 
n/a
Willing to refer: 
5.0
The Project
 
Less than $10,000
The Reviewer
 
51 - 200 Employees
 
Bowling Green, OH
Senior Manager, Customer Service
 
Verified
The Review

Recommendations:

Try the 2 week trial and see for yourself how much better things are. It's great!

Experience:

Specialty Answering Service (SAS) offers a free trial. It was really nice to see how during the free trial SAS was a fit for our company. SAS was able to answer phone calls 24 hours a day and provided better customer service by not missing phone calls. Having SAS freed up employees to do other aspects of their jobs. We also saved money by not having to hire a full time receptionist. We saved on wages and benefits. SAS customized our needs, and always answer the phone within 3 rings. Losing a client can cost a company a lot of money. We did not have any problems with SAS. Things went smoothly and professionally from the very start. If you’re interested, please try their free trial for 2 weeks and see how satisfied you will be. You have nothing to lose and everything to gain. SAS actually helped us increase our revenue. Making appointments for us. Many compliments from our clients on how efficient SAS is. Friendly and upbeat!

Pros:

Saves a lot of money and time.

Cons:

Nothing to dislike, have been very happy with Specialty Answering Service.

IVR and Call Answering Services for Manufacturing Company

"Their strengths are their technology and service."

Quality: 
5.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
4.0
The Project
 
$200,000 to $999,999
 
Mar. 2012 - Ongoing
The Reviewer
 
501-1000 Employees
 
Santa Clara, California
Business Development Senior Manager, Manufacturing Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

I use this service because I need to answer phones for all our customers.

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

75.

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

Our goal was more sales than last year.

SOLUTION

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

They can answer faster than a human voice.

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

They charge us for a monthly service and invoice us for voice calls.

How did you find and select this service provider?

I found this service online.​​​​​​​

RESULTS & FEEDBACK

Please assess this service provider's quality of work.

They provide high quality work.

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

They save me about 25% in all my sales.

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

It provides a wide-reaching and efficient telephone answering system. ​​​​​

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

Their strengths are their technology and service.

Where do you think this service provider can improve?

They can expand their operations to include activities other than answering telephone calls.​​​​​​​

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

Inbound Appointment Scheduling for Food Product Producer

"Their strength is professional handling of calls and increased knowledge of our business, customer service is easy to work with and courteous."

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$10,000,000+
 
Jan. 2017 - Ongoing
The Reviewer
 
5,001-10,000 Employees
 
Alsip, Illinois
Manager, Food Product Producer
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We have raw material delivered on a daily basis for our food manufacturing and need to ensure that all refrigerated items get priority delivery service. Also we have outsourced many of our jobs to cut down on cost such as not paying for benefits which will increase our profits.

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

We were locally handling 100% of the inbound calls with 16 people . We have now cut our staff to 3 people who basically handle problems and troubleshoot deliveries.

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

Our goal is to cut costs, especially in payroll and benefits and be able to increase our profits.

SOLUTION

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

They are handling our dispatching and confirming delivery and order tracking.

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

I am not sure of the price structure and how they bill as this is handled through our corporate office in New Jersey.

How did you come to work with this service provider?

This is the company our corporate procurement division informed the branches that they would be using so not sure how they found out about them.

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

We have had some problems especially when one our vendors get a representative that has a accent and they cannot understand them. However, when we contract the support team they have been very helpful and understanding.

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

Since we have cut our staff that work 40 hours, I assume we are saving about 520 manhours. I'm not sure what the total cost is because I don't know their salaries.

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?

That their after hour calls are handled with the same expertise as normal hours of operation for our company. They offer prompt communication and they work hard to refine call quality.

What are the service provider's strengths?

Their strength is professional handling of calls and increased knowledge of our business, customer service is easy to work with and courteous. Things have run smoothly so far.

How can the service provider improve?

I cannot think of anything as we have not encountered any major problems

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

We started January 1, 2017 and it's still ongoing.

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

We're investing over $10,000,000.

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

Year-Round Answering Services for Business Firm

"Their strengths are accuracy, timely results, and great customer service."

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
July 2016 - Ongoing
The Reviewer
 
1-10 Employees
 
Phoenix, Arizona
Owner, Business Firm
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We used to handle this in-house, but it got to be overwhelming at times and needed year-round support, so that's why we contacted Specialty Answering Services.

How many inbound calls did your company handle every day?

10-15% of activity is handling inbound calls, as this is a crucial function in communicating with our customers, contractors, and suppliers.

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

My company's goals were to outsource and delegate this task and free up some of our own resources in the process.

SOLUTION

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

I use this service in order to answer customer's calls without the added expense of hiring someone to fulfill that function.

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

I selected one of the package deals they offer, and I expect to need the services in the long term.

How did you come to work with this service provider?

I found this service by doing a basic Google search and comparing companies that offer this service.

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

I have so far been happy with the results and everything is handled in a timely manner.

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

You can't put a price tag on the time that I have saved by using this service. Monetarily, they have saved me the burden of hiring an extra person to do what SAS does.

RESULTS & FEEDBACK

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

We now have everything compacted in an easy to digest form thanks to SAS, they make the whole incoming call process so much easier and takes a huge load off my shoulders. You can't beat great service and fair rates.

What are the service provider's strengths?

Their strengths are accuracy, timely results, and great customer service if there's ever any questions.

What areas can the service provider improve?

A wider variety of package plans could be nice for some people, although I am happy with what I have.

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

We first started using their services in July 2016 and continue to do so.

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

We're spending $1,000 to $4,999 per year.

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

Anwering Services for Consumer Product Industry Firm

"We are just more efficient."

Quality: 
3.5
Schedule: 
3.5
Cost: 
4.0
Willing to refer: 
3.5
The Project
 
Less than $10,000
 
Feb. 2017 - Ongoing
The Reviewer
 
1-10 Employees
 
Fort Collins, Colorado
CEO, Consumer Product Industry Firm
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

Our objective was more specialized calls.

How many inbound calls did your company handle every day?

The volume was 20%.

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

To have our calls answered.

SOLUTION

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

They direct our phone calls.

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

They bill us quarterly.

How did you come to work with this service provider?

I found them through a referral.

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

It is good.

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

It saves maybe 10 hours.

RESULTS & FEEDBACK

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

We are just more efficient.

What are the service provider's strengths?

Their attention to detail is strong.

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 February 2017.

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

It is less than $1,000.

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

Delivery Tracking & Order Processing for Food Manufacturer

"Their customer service is easy to work with and courteous."

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$10,000,000+
 
Jan. 2017 - Ongoing
The Reviewer
 
1001-10,000 Employees
 
Alsip, Illinois
Manager, Food Product Producer
 
Verified
The Review
OPPORTUNITY / CHALLENGE

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

We have raw material delivered on a daily basis for our food manufacturing company and need to ensure that all refrigerated items get priority delivery service. Also, we have outsourced many of our jobs to cut down on costs, such as not paying for benefits, which would have increased our profits.

How many inbound calls did your company handle every day?

We were locally handling 100% of the inbound calls with 16 people. We have now cut our staff to 3 people who basically handle problems and troubleshoot deliveries.

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

Our goal is to cut costs, especially in payroll and benefits, and be able to increase our profits.

SOLUTION

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

They are handling our dispatching and confirming delivery, and order tracking.

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

I am not sure of the price structure and how they bill as this is handled through our corporate office in New Jersey.

How did you come to work with this service provider?

This is the company our corporate procurement division informed the branches that they would be using, so I'm not sure how they found out about them.

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

We have had some problems especially when a vendor receives a representative that has an accent, and cannot understand them. However, when we contract the support team they have been very helpful and understanding.

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

Since we have cut our staff that worked 40 hours, I assume we are saving about 520 manhours. I'm not sure what the total cost is because I don't know their salaries.

RESULTS & FEEDBACK

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

Their after-hour calls are handled with the same expertise as normal hours of operation for our company. They offer prompt communication and they work hard to refine call quality.

What are the service provider's strengths?

Their strength is the professional handling of calls and increased knowledge of our business. Their customer service is easy to work with and courteous. Things have run smoothly so far.

What areas can the service provider improve?

I cannot think of anything as we have not encountered any major problems

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

We started January 2017, and it's still ongoing.

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

We're investing over $10,000,000.

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