Verbatim Virtual Receptionists

BACKGROUND

Please describe your company and your position there.

Integrated Open Network Systems is an IT Outsourcing provider specialising in the SME market. We provide a 1-stop-shop for all IT needs from support to telephony to hosting to cloud and security. I am the Managing Director of the company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Verbatim Virtual Receptionists?

As a support provider, we have team of dedicated IT technicians available to answer calls from our clients. Inevitably there are periods where the volume of calls temporarily exceeds capacity. We use Verbatim to handle those calls to prevent our clients from having to wait on hold.

What were your goals for this project?

To reduce client wait times. To automatically create call tickets with relevant information in our CRM system. To offer improved service to our clients.

SOLUTION

How did you select this vendor?

We checked out a number of companies who offer these services. Verbatim was the only provider flexible enough to offer the integration services that we required at an affordable price point. In addition, they had an extremely professional pitch and outlook which impressed all of our directors.

Describe the project in detail.

We require coverage from 8 am to 8 pm, to ensure that our clients can log calls within that timeframe. We also need some cover at weekends with the ability to escalate calls to our engineers in case of emergency. We need all calls to be logged through our CRM system with an additional option to call and text mobile numbers for out-of-hours cover.

What was the team composition?

They have a large number of agents available to ensure all calls are answered promptly. This is very important for our clients as feedback clearly shows that waiting on hold is the number 1 irritation when dealing with any service company. Client feedback on their performance is positive and we have had no issues with call logging and responses.

RESULTS & FEEDBACK

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

Having a reliable service to answer the overflow calls is vital to our business. It also helps to filter out unwanted calls and saves our staff a lot of time. Adding the tickets to our CRM system also enables us to respond to the most urgent calls first which vastly improves our response rates and SLA timings.

How effective was the workflow between your team and theirs?

Verbatim are always looking to improve their service in any way they can. We have regular update meeting and communications. As they are able to add entries to our CRM system the workflow is seamless to the point where many clients are unaware that they are not talking directly to our personnel.

What did you find most impressive about this company?

The quality of their receptionists really stands out. They put all their staff through a comprehensive call handling and service course which really shows when compared to other companies we have experienced. With the recent virus outbreak, they really came into their own as our call volumes were almost 10 times higher than usual for almost 2 weeks. During that time we still kept to our SLAs and no calls were missed which really impressed our clients.

Are there any areas for improvement?

As with all services, there is always the possibility to improve. As it stands we have the occasional call which might have been handled differently. When we bring this to their management's attention changes are swiftly (often immediately) implemented to adjust the process for future calls.

BACKGROUND

Introduce your business and what you do there.

I’m the head of service and operations at a software company that worked with independent private schools to develop customized software solutions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Verbatim Virtual Receptionists?

We didn’t have a receptionist or any system for filtering through low priority and spam calls. Our support team was answering all incoming calls including those coming from telemarketers. Often, we weren’t able to get in touch with customers that actually needed help. We brought on Verbatim to filter our calls. 

SOLUTION

What was the scope of their involvement?

Verbatim fields all our calls and directs them to us depending on what kind of call it is. They take messages for us and transfer support calls to our team. 

What is the team composition?

I don’t know how many people are working to answer our calls, but we have a designated account manager. 

How did you come to work with Verbatim Virtual Receptionists?

I Googled companies that offered this type of service. We had a list of requirements that we were looking for, so we spoke with different companies to see which would best suit our needs. 

How much have you invested with them?

We spend between $5,000-$6,000 per year, depending on how many calls they answer. 

What is the status of this engagement?

We began our ongoing engagement with them in January 2016.

RESULTS & FEEDBACK

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

We’re really happy with them. We’re able to save time and focus more on supporting our customers.

How did the Verbatim Virtual Receptionists perform from a project management standpoint?

 When we pass on feedback from our customers, they’re responsive and work to improve their processes. They’re easy to talk to. 

What did you find most impressive about them?

The personal touch they have is impressive. They understand our business and our goals. The team is personable and approachable. 

Are there any areas they could improve? 

Not for us. Their available hours might not work for everyone, but they work for us. 

Do you have any advice for potential customers?

I recommend mapping out the process, showing how things currently work and how you want it to work. Engage with them to find the best solution.