Turn Key Receptionist

Introduce your business and what you do there.

I was the owner and director of a digital door lock company.

What challenge were you trying to address with Turn Key Receptionist?

I had to go back to work fulltime, so I hired Turn Key to be a frontline contact when I was at work.

What was the scope of their involvement?

They did outbound calls based on a script for a period with a Facebook marketing campaign. The team also would answer inbound calls and take a message if the call couldn’t be transferred.

What is the team composition?

We worked with 4–5 people from their team.

How did you come to work with Turn Key Receptionist?

I learned of them through a word-of-mouth recommendation.

How much have you invested with them?

I spent around $1,000 AUD (approximately $700 USD).

What is the status of this engagement?

We started working together in July 2019, and we wrapped up in September 2020.

What evidence can you share that demonstrates the impact of the engagement? 

I was very satisfied with their service. Customers would always comment on how friendly they were.

How did Turn Key Receptionist perform from a project management standpoint?

I would write down the script myself and tell them the things I wanted them to ask. They made sure everything was taken care of from there.

What did you find most impressive about them?

Their professionalism was exceptional. They always made sure the numbers were taken down properly and their record for success was excellent.

Are there any areas they could improve?

Their systems could be a bit better.

Do you have any advice for potential customers?

My advice is to be prepared. Know what you want them to do and make sure that it’s communicated clearly.

Introduce your business and what you do there.

We are a security solutions integration business, so we install, service, and maintain large security infrastructure projects. Some of our clients include retail, corporate buildings, and correctional facilities. We have a team of security installation and service technicians that service those locations, and my role is director of sales and account manager.

What challenge were you trying to address with Turn Key Receptionist?

Our company receives a large number of requests from existing clients and potential clients that come in through our phone contact. Being a growing business, we don’t have a full-time receptionist or administration-based employee due to the cost, so we decided to work with turnkey to provide a phone answering and message taking service for our clients.

What was the scope of their involvement?

For the most part, their team focuses on handling any inbound calls that come into our office. On occasion, we have also used their services to run outbound calls as well.

Sometimes we have requirements for certain client contacts, or we are running a promotion and trying to reach a particular sector or industry, and they have been able to help us make contact with specific lists that we give them.

What is the team composition?

We work with about six people from their team on a regular basis. That number changes throughout the week depending on our needs, but it stays around that number. Our members are in close contact with them and know their teammates by name.

How did you come to work with Turn Key Receptionist?

Originally, we came across the owner on LinkedIn through a mutual connection in the IT industry. She is incredibly passionate about her business, and I was very impressed with their capabilities.

How much have you invested with them?

We average about $4,000 a year with Turn Key Receptionist, so we’ve spent about $8,000 in total.

What is the status of this engagement?

Our work together first started around May 2018, and we have continued to work with them ever since.

What evidence can you share that demonstrates the impact of the engagement?

Our business has grown exponentially in the last few years, and the volume of calls has increased in proportion with that. They have taken that nearly tenfold increase in stride, managing close to 10 calls a day for our team.

Clients have also provided good feedback on the way they answer the calls and the professionalism with which they handle a variety of situations. We’ve worked with their team to develop a manner that portrays an intimate connection with our business, and they have done an incredible job of maintaining that.

How did Turn Key Receptionist perform from a project management standpoint?

Their main point of contact for us is Cassie (Account Manager), who does a great job of handling priorities and responding to our requests right away. I can say with absolute confidence that if there’s an item that needs to be responded to that day, she will get it resolved. Their team as a whole does a great job of looking after us and making sure the engagement continues to go well.

What did you find most impressive about them?

If I had to pinpoint one thing, it would be their communication. Their prioritization of maintaining a clear and open understanding really stands out. It’s made the engagement marvelous from our end.

Are there any areas they could improve?

No, to be honest with you, they are a critical part of our business, and our teams thoroughly appreciate each other.

Do you have any advice for potential customers?

Know your core business requirements so that you can communicate what you are trying to achieve at the beginning of your engagement. Coming well-armed with information about how you want the relationship to work will help them to provide you with a better service overall.

Please describe your company and your position there.

I am a sole practitioner - Nutritionist & Hypnotherapist

For what projects/services did your company hire Turn Key Receptionist?

To answer incoming calls, handle customer inquiries and take appointment bookings including the intake form.

What were your goals for this project?

To ensure that all callers to my business had a friendly and supportive experience and maximise the number of people who made an appointment when phoning

How did you select Turn Key Receptionist?

Recommendation

Describe the project in detail.

Turn key receptionist answers the calls 7 days a week 7am to 9pm and either makes an appointment for the caller or takes details for me to call them back. I get the notifications about the appointments and call back requests by email and sms and it means I can be sure that I am servicing my clients well.

What was the team composition?

There are a nice team of about 4 ladies who take the calls. They are all trained on my booking system.

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

The number on my website goes directly to Turn Key Receptionist and I have had good feedback. I don't get calls on my mobile from new clients which means I am never stressed about having to answer my mobile phone. I find that even though people can book themselves in on my website I still get quite a lot of callers phoning to book after being on the website.

How effective was the workflow between your team and theirs?

We use sms, email, slack and I find it effective. I feel like it just works seamlessly.

What did you find most impressive about this company?

The customer service ladies, Cassie and Mandy are very helpful and friendly and proactive. They are really lovely.

Are there any areas for improvement?

None that I can think of.

Please describe your company and your position there.

I'm the finance manager & accountant for Sunx Windows Films.

For what projects/services did your company hire Turn Key Receptionist?

We were looking for professional support for calls during both business and after hours and we particularly wanted it to sound like part of our company.

What were your goals for this project?

Existing and potential clients calls attended without delay. Making sure that leads are captured to increase our sales.

How did you select Turn Key Receptionist?

We focused on the setup process, cost, quality and reliability from the list of companies and found Turn Key receptionist to be the one most suitable and best option for our business. We liked that we were dealing with the same people and they were very personalised.

Describe the project in detail.

We have 7 days a week coverage and our clients get a live person instead of voice mail. They find out who is calling and why, and then direct the call to the appropriate person in my team. If we are not contactable then an email with the exact details we have requested is forwarded to us. The billing is a fixed amount.

What was the team composition?

The team has several members depending hour/ weekday/ weekend. There is an account manager we deal with, Cassie, and she is very good, gets back to us promptly and has good suggestions when we are solving problems.

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

It is time saving and great assistance for my team. In our business, we can easily lose a sale if the potential client does not receive a proper presentation of our product. Turnkey Receptionist’s Team give our clients that presentation and assurance for us to continue with the sale.

How effective was the workflow between your team and theirs?

The workflow between my team and theirs was effective and easy. There is always someone to respond when we need.

What did you find most impressive about this company?

The most impressive part about this company is that there is no delay with them answering the call and when I had to contact them, they are always available. They are also very flexible.

Are there any areas for improvement?

Because we are a national business and the initial call flow asks for the callers location, sometimes suburbs were being spelled incorrectly, however we were able to solve that by also capturing the postcode so that we can cross match.