Talk2Rep

OPPORTUNITY / CHALLENGE

Why does your company require back office services? Did you use to handle these needs in-house?

Our service is aimed at a large audience, which means that every day dozens of clients and potential clients want to contact us. The back office companies help us provide them with more effective attention. They provide improvements in administrative processes, making them shorter and more effective so that our customers feel valued.

What type of work can your internal staff avoid by using a back office service?

They help with everything from telephone online services to consult processes. They clarify questions, review status, provide verification of data and physical or documentary documentation, and handle treatment and billing monitoring.

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

Our goal was to improve the efficiency of the company by providing quality care to customers in the hands of qualified personnel. Satisfied customers are reflected in the increase of profits for the company.

SOLUTION

What do they provide for you on a normal basis?

They provide call center, social network management, chat, mail handling, and social responsibility services.

Could you describe their pricing structure and how they bill you?

They offer packages with different options that adapt to the needs of the company. You can also simply combine a series of services of your preference.

How did you find and select them?

We decided on them after a long and exhaustive search that included web pages, expert assistance, visits to executives of back-office companies, and comparison of services and costs as well as proof of services.

RESULTS & FEEDBACK

Please assess their quality of work.

They are excellent. Customers evaluate their experience with the operators in a positive way. Very rarely is there a margin of error or customers dissatisfied with the attention provided. The impact on the production and profits of my company is satisfactory.

How much time and money do you estimate that they save you each month?

It is difficult to estimate the time because its use really affects the profits. Thanks to Talk2Rep, the company minimizes the management times between departments and we can focus on primary activities. In terms of money, they save us $800,000.

Based on your experience, what takeaways can you share about working with them?

Talk2Rep and any other back-office service company are important allies in the administration of administrative processes of a company. They allow us to reach the clients in an individualized, effective and friendly way. They also improve time management, procedures, consultations and management of data and documentation.

What do you think are their strengths?

Talk2Rep is a leading company with 15 years of experience. They offer highly trained personnel in administrative processes. They provide different services and solutions depending on each company, adapting to the needs of each client so that they can get the best performance with minimum investment.

Where do you think they can improve?

More than improving, they must expand their range of services according to technological advances.

OPPORTUNITY / CHALLENGE

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

talk2rep is very important for my company.

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

30.

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

My goals were to continue meeting my company's targets.

SOLUTION

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

talk2rep provides everything.

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

N/A.

How did you come to work with this service provider?

We connected with them through advice from a friend.

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

I would rate them 10 out of 10.

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

20.

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

$1,500.

RESULTS & FEEDBACK

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

N/A.

What are the service provider's strengths?

They use a good system.

How can the service provider improve?

N/A.

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

2015 - Ongoing.

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

$10,000 to $49,999.

OPPORTUNITY / CHALLENGE

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

For patient privacy purposes.

What types of work can your internal staff avoid by utilizing a back office service?

About 10% of the work.

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

Saving time on the phone.

SOLUTION

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

Accuracy in support.

Could you describe the service provider's pricing structure and how they billed you?

We pay annually.

How did you come to work with this service provider?

Through a referral.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

Saves and does the talking for you.

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

Hundreds.

RESULTS & FEEDBACK

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

Easy to use monitors.

What are the service provider's strengths?

Monitoring social media.

What areas can the service provider improve?

Unsure.

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

Since 2015.

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

$1,000 to $4,999.

OPPORTUNITY / CHALLENGE

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

Yes, we used to handle this work in-house. Our needs change yearly.

What types of work can your internal staff avoid by utilizing a back office service?

Our company avoids 50% of the work we previously did.

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

We needed to save time and money.

SOLUTION

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

We use their billing services.

Could you describe the service provider's pricing structure and how they billed you?

They bill us quarterly.

How did you come to work with this service provider?

A personal reference told me about them.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication?

They are very dependable.

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

We’re saving approximately $1000 every month.

RESULTS & FEEDBACK

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

They are very dependable and we have had no issues with them.

What are the service provider's strengths?

I believe that that are a very strong company.

What areas can the service provider improve?

I don’t feel that have anything to improve in.

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

It has been one year so far.

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

My company invests $1,000 to $4,999 each year.

OPPORTUNITY / CHALLENGE

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

Yes, we did. It was time consuming and needed an outside service to handle it.

What types of work can your internal staff avoid by utilizing a back office service?

Marking customer service and sales data entry.

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

Increase customer satisfaction, decrease dropped calls, and increase sales.

SOLUTION

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

Sales service, customer service, data entry, order entry, and phone coverage.

Could you describe the service provider's pricing structure and how they billed you?

Per monthly fee of $125, plus extra expenses that occur.

How did you come to work with this service provider?

We found them on the internet.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

Initially, it was a slow process, but built good rapport with staff within three months.

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

We save an average of $12 per hour.

RESULTS & FEEDBACK

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

Month-to-month service, with extra weekend hours, if need be cancel anytime without penalty or on the spot training.

What are the service provider's strengths?

Reliability, cost, effective hours, quality technology, and overall savviness.

What areas can the service provider improve?

Decrease off-shore locations and there are language barriers at times.

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

About two and a half years.

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

$50,000 to $199,999.

OPPORTUNITY / CHALLENGE

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

We had to upgrade to stay relevant.

What types of work can your internal staff avoid by utilizing a back office service?

It is 30%.

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

We want to save time.

SOLUTION

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

It is medical billing.

Could you describe the service provider's pricing structure and how they billed you?

We purchase package deals.

How did you come to work with this service provider?

We saw an online advertisement.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

They are a good company to work with.

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

It has saved us a little money.

RESULTS & FEEDBACK

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

It has improved revenue.

What are the service provider's strengths?

They listen well.

What areas can the service provider improve?

They could talk more.

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

We started in August, 2016 and it's ongoing.

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

We spend $5,000 to $9,999 per year.