Specialty Answering Service

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.

UPDATED REVIEW

This review was updated by the client on August 28, 2020. The original star ratings were: Overall - 5, Quality - 4.5, Schedule - 5, Cost - 4.5, NPS - 5. New content is below:

BACKGROUND

Please describe your company and your position there.

I am the President of ProcessProxy, and we are headquartered in Maryland, having 6 employees. We serviced during this project 12 different hospitals and also the Dept. of Defense. I am the lead scientist and engineer for these projects that are done in healthcare.

OPPORTUNITY / CHALLENGE

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

Our project had software running 24/7 that required occasional customer support and troubleshooting. That is why we hired Specialty Answering Service, to be able to handle the call traffic professionally at all hours and all days of the week, since hospitals also operate 24/7.

What were your goals for this project?

The goals were to have same day responsiveness, if not within hours of client contact. With SAS we were nearly perfect in that regard thanks to their outreach to our team when a client had an issue.

SOLUTION

How did you select Specialty Answering Service?

We were recommended by a colleague to try SAS, and we were not disappointed. They exceeded expectations.

Describe the project in detail.

SAS was responsible for handling minor but also at times urgent, major calls from healthcare professionals, given that our reporting and alerting impacted patient lives. We did not have the scale and resources, however, to have our own customer support. That is why we asked SAS to perform these services for us.

What was the team composition?

SAS was our support team for fielding client calls, and then contacting us via email. It consisted of multiple individuals on their team.

RESULTS & FEEDBACK

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

Within the first month, which is the most important of a service and product rollout, we were able to maintain top quality response times thanks to SAS, to the point that we obtained new clients through word-of-mouth due to our reputation for fast turnaround times on various requests, including support.

This level of performance continued essentially for the duration of the project, and helped us execute the Defense project to commendations of the leaders involved.

How effective was the workflow between your team and theirs?

Extremely effective -- we had prioritized their emails, and their messages would reach us nearly instantly, so we could thus respond rapidly.

What did you find most impressive about this company?

Once again, speed and reliability were our advantages, and SAS -- via their speed and reliability -- helped us achieve these competitive advantages. We considered them during the project as synergistic to our business, which is always impressive.

Are there any areas for improvement?

The only challenge we once faced was a lack of communication on one problem, but once we identified the issue (excess callers where we weren't aware of the level of calls), it was promptly resolved and preventions put in place to avoid that issue in the future.

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.

BACKGROUND

Please describe your company and position.

I am the Office manager of a roofing company

Describe what your company does in a single sentence.

Roofing

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

Answering phones

SOLUTION

How did you find Specialty Answering Service?

Referral

Why did you select Specialty Answering Service over others?

• High ratings
• Referred to me
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Implementing this answering service for our business has been one of the best decisions we've made. The setup process is easy– you provide your requirements, they create a custom script, and their team starts handling calls. You have the flexibility to review and adjust the script as needed, and every call is recorded so you can listen to them later if necessary. After each call, we receive a prompt email with detailed information about the caller’s needs.

One feature we love is that you can choose to either answer the call yourself or send it to the answering service. This service has greatly improved our team's efficiency, allowing them to stay focused on their tasks without constant interruptions. They can return calls at a more convenient time.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

This service has greatly improved our team's efficiency, allowing them to stay focused on their tasks without constant interruptions. They can return calls at a more convenient time.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes. They respond to needs quickly and efficiently.

What was your primary form of communication with Specialty Answering Service?

Email or Messaging App

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

How SAS relieved our team from the added stress during a storm we had in the area. We had a hard time staying on task and finishing tasks because of the influx of calls. 

Being able to edit call scripts and playback phone recordings was an awesome feature. The fact that the calls were answered by people who are in the united states and not sent overseas. Knowing that the representatives are calm and treat the customers kindly.  

Are there any areas for improvement or something Specialty Answering Service could have done differently?

An answering recording is played piror to being connected to an agent. I would like to hear a more realistic recording played prior to being connected to the agent. 

BACKGROUND

Please describe your company and position.

 I am the Sales Manager of a financial services company 

Describe what your company does in a single sentence.

Tax Consulting & Resolution

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

Answer calls outside of work hours

SOLUTION

How did you find Specialty Answering Service?

Online Search

Why did you select Specialty Answering Service over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from Specialty Answering Service were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

They always meet with me to help me update any scripts. Very robust scripting program. Super transparent billing. They answer calls when we are off office hours and they send me the information so I can dispatch the leads in the morning.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Better scripting through their guidance. They also showed me how to receive notifications for calls that don't turn into proper leads.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Everything has been great. There was one Calendly appointment missed when our account changed managers, but otherwise their service was impeccable.

What was your primary form of communication with Specialty Answering Service?

• Virtual Meeting
• Email or Messaging App

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

Robust scripting system, incredible customer service, super transparent billing.

Are there any areas for improvement or something Specialty Answering Service could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the Practice Administrator of Kurzrok Family Medicine LLC

Describe what your company does in a single sentence.

Family Medicine

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

• Answering service
• emergency call forwarding

SOLUTION

How did you find Specialty Answering Service?

Referral

Why did you select Specialty Answering Service over others?

• High ratings
• Pricing fits our budget
• Good value for cost
• Referred to me

How many teammates from Specialty Answering Service were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Answering service to provide call forwarding during after hours to facilitate emergency care.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Urgent calls were forwarded and tracked to show evidence of care.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

immediate responses. Messages are forwarded immediately to multiple care team members.

What was your primary form of communication with Specialty Answering Service?

Virtual Meeting

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

We have been using SAS since 2022 and are very happy with their solutions. Their customer service is always polite, fast, and efficient. Pricing is competitive. We do not plan to change.

Are there any areas for improvement or something Specialty Answering Service could have done differently?

no.

BACKGROUND

Please describe your company and position.

I am the Integrator of Lowery Fencing

Describe what your company does in a single sentence.

Install fence.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

• Answering service

SOLUTION

How did you find Specialty Answering Service?

Online Search

Why did you select Specialty Answering Service over others?

Pricing fit our budget

Describe the scope of work in detail. Please include a summary of key deliverables.

Answering all inbound calls.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Number of phone calls

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They provided excellent service, and I highly recommend them.

What was your primary form of communication with Specialty Answering Service?

Email or Messaging App

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

How quick they solve problems

Are there any areas for improvement or something Specialty Answering Service could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the Executive Director of Innovative Therapeutic Solutions, LLC

Describe what your company does in a single sentence.

A wellness, mental health and case management company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

• Upgrading our answering service portal
• Managing more front-end tasks for the company
• Improving customers needs upon initial engagement with company

SOLUTION

How did you find Specialty Answering Service?

Online Search

Why did you select Specialty Answering Service over others?

Good value for cost

Describe the scope of work in detail. Please include a summary of key deliverables.

1. Improved engagement and script enhancement
2. Setting up a script and content for scheduling returning clients.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Improved client engagement and rescheduling returning clients

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They adhered to the established timelines and were flexible in terms of scheduling. Very open to changes and very open to new ideas

What was your primary form of communication with Specialty Answering Service?

• Virtual Meeting
• Email or Messaging App

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

The patience of Kaila the Project manager

Are there any areas for improvement or something Specialty Answering Service could have done differently?

No.

BACKGROUND

Please describe your company and position.

I am the Partner/District Manager of The Medicare Detectives

Describe what your company does in a single sentence.

Health insurance broker

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

• Answer the phone when I am not available
• Set Appointment for upcoming seminars
• Aet Appointments with me.

SOLUTION

How did you find Specialty Answering Service?

Online Search

Why did you select Specialty Answering Service over others?

• High ratings
• Pricing fit our budget
• Great culture fit

How many teammates from Specialty Answering Service were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Specialty Answering Service answers calls in a very professional manner. They set appointments with me as needed. They also keep an eye on my account for me to make sure things are running correctly.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• on-going project.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

If I have a question about a phone call, the calls are recorded so I can always to my website login and listen to the call. The response rate with SAS is outstanding.

What was your primary form of communication with Specialty Answering Service?

• Virtual Meeting
• Email or Messaging App

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

My phone had no calls come in over a weeks time. They noticed and contacted me. I did not know my forwarding phone number had been canceled due to events beyond my control. Consequently, I was able to make the corrections and the phone started ringing again.

Are there any areas for improvement or something Specialty Answering Service could have done differently?

none

BACKGROUND

Please describe your company and position.

I am an executive at Nu Look Home Design

Describe what your company does in a single sentence.

Exterior Remodeling Company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

• After Hours Answering Service

SOLUTION

How did you find Specialty Answering Service?

Online Search

Why did you select Specialty Answering Service over others?

Good value for cost

What was the size of Specialty Answering Service’s team?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We needed a service that could answer our phones during non-business hours.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• SAS answers our calls in a timely manner and does not leave out customer on hold.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Everything was delivered on time and in a timely fashion.

What was your primary form of communication with Specialty Answering Service?

• Virtual Meeting
• Email or Messaging App

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

They're use of a dashboard.

Are there any areas for improvement or something Specialty Answering Service could have done differently?

They were great.

BACKGROUND

Please describe your company and position.

I am the former president of the company.

Describe what your company does in a single sentence.

Professional writing services.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Specialty Answering Service to accomplish?

• Answer the phone when I'm not available.
• Take messages.
• Determine whether to send the messages via text or email.

SOLUTION

How did you find Specialty Answering Service?

Online Search

Why did you select Specialty Answering Service over others?

Other

What was your primary form of communication with Specialty Answering Service?

Email or Messaging App

Describe the scope of work in detail. Please include a summary of key deliverables.

Answer the phone when I'm not available, take messages, determine priority and send via text or email, as appropriate.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Prevent hangups due to voicemail.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Highly responsive, and knowledgeable.

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

Like all of us, they have competitors. I contacted several. They won the account because their rep. The team is attentive and can consistently resolve technical inquiries and issues.

Are there any areas for improvement or something Specialty Answering Service could have done differently?

Not yet.