Voice Link of Columbus, Inc.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a primary care and telemedicine group. We have 18 providers and about 125 employees.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Voice Link of Columbus, Inc.?

We needed a more efficient and better-priced call center service. Our former service provider kept messing up who was on call; they were calling the wrong providers. Overall, they weren’t as efficient as we wanted them to be, so looked for another group. 

SOLUTION

What was the scope of their involvement?

Voice Link has helped us optimize our call center systems. They screen calls and get the numbers of on-call providers. 

What is the team composition?

We’ve worked with three people from Voice Link, including Joann (CFO). 

How did you come to work with Voice Link of Columbus, Inc.?

We found Voice Link through a reference. 

How much have you invested with them?

Our investment has been around $30,000. 

What is the status of this engagement?

We started working with them in August 2020, and the partnership is ongoing. 

RESULTS & FEEDBACK

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

Voice Link has a nice technology platform, and they do a good job of screening calls to the providers. On top of that, the team has always worked well with us when we have schedule changes.

How did Voice Link of Columbus, Inc. perform from a project management standpoint?

Their project management is good. We don’t use any management tools because the engagement isn’t complex. We communicate with them through emails and phone conferences. 

What did you find most impressive about them?

Voice Link’s response times when we have changes to our calls and schedules are good. They’re also competitive from a pricing standpoint. 

Are there any areas they could improve?

No, there aren’t any. 

BACKGROUND

Introduce your business and what you do there.

I’m a practice manager at Piedmont Surgical Specialists and Bariatrics, and we’re located in Columbus, Georgia.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Voice Link of Columbus, Inc.?

We hired Voice Link of Columbus, Inc. to provide answering services.

SOLUTION

What was the scope of their involvement?

They answer calls from patients during holidays, after hours, and on weekends, and they screen those calls and discern who needs to go directly to the doctor. All of their work is done remotely, and patients can speak to a live person as opposed to an automated system where they have to press numbers, which is oftentimes a disaster. Voice Link of Columbus, Inc. has created their scripts, and we’ve been able to customize them according to our needs.

What is the team composition?

We’re working with Joann (CFO & Owner) and a supervisor.

How did you come to work with Voice Link of Columbus, Inc.?

They were an institution around my town for a long time, and they had a good reputation.

How much have you invested with them?

We’ve spent less than $10,000.

What is the status of this engagement?

We began working together in June 2021, and it’s ongoing.

RESULTS & FEEDBACK

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

90% of the calls that they take care of are accurate. In other words, they’re not sending us calls that are meant for other doctors or for other practices. Overall, we’re very satisfied with their work.

How did Voice Link of Columbus, Inc. perform from a project management standpoint?

They have a perfect management process, and they take all of our calls any time of the night or day. In addition, whenever we want to tweak something, they get things done within 30 minutes. We communicate through email and phone calls.

What did you find most impressive about them?

We’ve hired other companies for their automated answering services, and they often made a lot of mistakes. That’s why Voice Link of Columbus, Inc.’s live operator customer services is key to our business. They also have a mission to provide accuracy when it comes to the calls they're taking, making sure that the patient is their priority.

Are there any areas they could improve?

No. We know it’s too good to be true, but we haven’t had any issues with their team.

Do you have any advice for potential customers?

Examine your practice and your patients’ needs before you speak to them so that you can give them exactly what you want. They are not mind readers, they just need to know your expectations to make things happen.

BACKGROUND

Introduce your business and what you do there.

I’m an executive administrator assistant at a healthcare company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Voice Link of Columbus, Inc.?

We needed help with answering our phone calls.

SOLUTION

What was the scope of their involvement?

Voice Link of Columbus, Inc. provides remote call center services for us. We give them a list of all our providers and contact information and a script with what they need to have in an answering recording when nobody is available. Their team also reports the messages they take over weekends or holidays.

What is the team composition?

We work with their head of operations and a team of operators.

How did you come to work with Voice Link of Columbus, Inc.?

We found them through a phonebook.

How much have you invested in them?

We’ve spent $20,000–$50,000 with them so far.

What is the status of this engagement?

We started working together in January 1992, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We’re 100% satisfied with their work, and they exceed our expectations.

How did Voice Link of Columbus, Inc. perform from a project management standpoint?

Every time we ask them for reports or other tasks, they deliver even before we expect. In terms of tools, they use a confidentiality texting system for our patients and phone calls and emails for our communication.

What did you find most impressive about them?

Their customer service is outstanding.

Are there any areas they could improve?

I don’t think there’s anything they can improve on — they always try to stay on top of the current technology.

BACKGROUND

Please describe your company and position.

I am the Office manager of Storm Guard Charlotte South

Describe what your company does in a single sentence.

Construction

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Voice Link of Columbus, Inc. to accomplish?

• 24/7 answering

SOLUTION

How did you find Voice Link of Columbus, Inc.?

Online Search

Why did you select Voice Link of Columbus, Inc. over others?

Good value for cost

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

answer phones during off hours

RESULTS & FEEDBACK

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

• phones covered 224/7

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

yes

What was your primary form of communication with Voice Link of Columbus, Inc.?

• Email
• Messaging App

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

they are available to answer phones for us during busy and off hours

Are there any areas for improvement or something Voice Link of Columbus, Inc. could have done differently?

no

BACKGROUND

Please describe your company and your position there.

Managing Partner of Columbus Family Medicine

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Voice Link of Columbus, Inc., and what were your goals??

They answer after hours and forward message to provider who is on call. They have a two way communication system.

SOLUTION

How did you select this vendor and what were the deciding factors?

This is the best regional provider of services for this.

Describe the project in detail and walk through their service package, including any calling tools used.

They provide a scripted receptionist service after 5 pm. That is preceded by a short call screener voice message, then proceeds to a live customer service operator. The message is then sent via a HIPAA secure link to the cell phone, with a message sent back when I address it. If there is a delay, the operator will essentially chase me down to deliver the message.

Who did you work with and what was the feedback process like?

I worked with Kat, who is the person that manages the call schedules.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

We have been able to effectively manage the communication needs that occurs after the office is closed in a timely fashion.

Describe their project management style, including communication tools and timeliness.

We communicate on an as needed basis to make any changes that are needed.

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

Their technology platform is advanced and effective.

Are there any areas for improvement or something they could have done differently?

They currently are exceeding expectations.

BACKGROUND

Please describe your company and your position there.

I am the practice administrator for a single physician medical practice.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Voice Link of Columbus, Inc., and what were your goals??

They handle our after hours calls.

SOLUTION

How did you select this vendor and what were the deciding factors?

I believe we received a faxed advertisement for them and called to get information about their services.

Describe the project in detail and walk through their service package, including any calling tools used.

They handle our after hours calls and notify us of each and every patient, etc. that calls, their issues, their contact information, and email and/or text the doctor with the information

Who did you work with and what was the feedback process like?

I usually work with Joann Fussell via email. She always gets back to me promptly

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

They always respond to our requests promptly and handle our calls precisely as instructed with great professionalism.

Describe their project management style, including communication tools and timeliness.

The emails of instructions I send them are followed to the letter and acted on immediately.

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

They are always there to handle our constant changes.

Are there any areas for improvement or something they could have done differently?

I can't think of any.