Professional services are definitely one of the most crucial specializations a business can provide. The way they work with clients and the quality of their outputs reflects their professional team’s credentials and licenses. With the right approach to delegating tasks, such as taking in customer calls, sending text messages, or scheduling appointments for meetings, your in-house experts can focus on their specializations.
This was the case for this client. To help them focus on serving clients and improving their customer experience, they once worked with a call answering service provider for a suspiciously affordable price. The professional answering service, scheduling, record management, as well as 24 hour business line availability were working flawlessly, not until ransomware hit their outsourced partner. This has crippled their entire company and even put a huge chain of other professional service providers under their partner’s belt at risk. The answering service company they hired for calling and back-office services has been running on outdated devices and using cracked tools, making an entry point for cybercriminals to infiltrate their security infrastructure. e.
Luckily, the client suffered only minimal damage and a few days of constant downtime. However, they can never take chances on their telephone answering service partner again after the incident. As a result, they immediately pulled out and looked for a reliable and secure professional telephone answering service provider with back-office capabilities.
The Client Requirement
To keep their credibility in the professional services industry and maintain happy customers, they simply want a holistic virtual receptionist service that can embody their expertise at the frontlines and provide more bandwidth for their team.
Aside from ensuring that all calls are answered 24 hours a day, they also want to ensure that the whole process is highly secured and backed up in real time.
Our Solution
Upon our first meeting, our team felt the client’s frustration from the last cyberattack incident that their clinic had been involved with. We first showed them our established credibility for secured and compliant IT solutions to lessen that.
In the planning stage, we carefully plotted all the client touchpoints and reinforced each with security tools and strategies to make sure that no customer data would be compromised, even at the entry points. As for the technical aspect, we implemented a seamless modern workplace hub that can do both client-facing and internal communications across devices and even for phone calls. The data gathered at the backend are stored in a centralized archiving system with multiple layers of security protocols, making it secure and compliant.
We also created an offshore team of call center professionals with rich professional services experience to take customer calls and help manage client records at the backend. We ensured they were equipped with the latest and most secure productivity tools that are only accessed on zero-trust devices.
The Business Benefit
Unlike other solutions from call centers that only answer your calls, our tailored service greatly shined on this project. The 24/7 answering service, paired with back-office support and strong data security efforts, brought back the client’s confidence in outsourcing again. In just a few months after the implementation, the client noticed great improvements in their efficiency in scheduling client appointments and assisting their customers.
They also no longer worry about their records as they are regularly backed up and audited by our team; the same goes for the whole front desk and document management efforts.
