AA - 3 - Client Feedback Booklet

8/9/2019 AA - 3 - Client Feedback Booklet

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Here are a few of the reasons why so manyof our clients are thrilled and delighted to

use the personalised 24/7 phone answeringservices of Amundson & Amundson...

www.Amundson.co.nz


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Copyright Amundson & Amundson 2010 All Rights ReservedE: [email protected] W: www.amundson.co.nz P: 0800 400 088 or +64 (0) 9 4701500

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Welcome:

When you are considering using the services of an outside firm to professionally answer allyour incoming phone calls you want to make sure you choose the right business.

One of the most helpful ways to choose a good phone answering service is look at what

existing clients think of the professional phone answering services they are getting fromtheir current provider. This will give you more of an idea whether this firm might be a goodfit for your business or not.

With that in mind, we recently surveyed dozens of our Amundson & Amundson clients andasked them for written feedback on what they thought of our services. Some of theseclients have been with us for many years and some are new clients that have been with usfor just a few short months.

These clients include a wide range of businesses from software manufacturers to funeralhomes. And each client had unique requirements for why they chose to use a professional

phone answering service like ours. They all generously allowed us to share their feedbackwith potential new clients.

I invite you to read what they have to say and see if some of the reasons they love aboutusing our service are they types of benefits you would appreciate in your own business.

Justine AmundsonDirector Amundson & Amundson------------------------------------------------------------------------------------------------------------------------

First of all we checked out all of the Call Centres in Auckland. We visited some and hadsome come to visit us. The call centres in Auckland all did Inbound and Outbound Calls.What does this mean? It means that they will answer your incoming phone calls inamongst doing outgoing telesales and marketing calls.

The Auckland call centres were quoting KPIs of 80%. What does this mean? It means that2 out of every 10 phone calls go onto answer phone. This was NOT acceptable to us.

Which brings us to Amundson & Amundson in Whangarei. I assessed A & A by phone.Then I asked an independent Computer Consultant in Whangarei to call in and visit A & Aand assess their operation on my behalf.

The result was a perfect match for what I was looking for, which was a Call Centre whichprovided:

-Incoming Call Support and answer 100% of the calls (A & A deal with Inbound Calls only.They do not do Telesales).The operators behave like a true receptionist/telephonist so thatthe caller does not know that they are in a Call Centre. A & A operators each have aswitchboard and can handle up to 9 calls at one time, like the telephonist of years gone by.

-24 hours a day 7 days a week coverage and support

-Receive all of our global free phones calls from Australia, South Africa, Singapore,Malaysia, United Kingdom, Ireland and of course New Zealand.


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-Staff are trained on our products, services and staff, so they have a thoroughunderstanding of the way we operate. This gives them the ability to handle the call in aprofessional manner, without professing to be us or offer information which mightcompromise our business relationships. A & A operators are trained for 6 weeks beforebeing put into the live Call Centre. A & A are experts at what they do.

-The service needed to be affordable. We are not bound by a contract. The minimummonthly fee is around $275 plus GST which includes 160 calls. We are then charged a tinyamount for each call after this number.

A & A are a very friendly and approachable team of people. When small business ownersask me to tell them about a service which has helped our business improve productivity 10fold, I always say that contracting A & A to provide Front Line Business Professionalism forour business, was one of the best and most cost effective decisions that I have ever made.The benefits were instant. All calls are answered immediately, consistently and soprofessionally. Our staff can now plan not only their own work but also when they phonepeople back. Our team consciously choose to attend to calls according to Steven Covey's

4 quadrants - Important and Urgent, Important and Not Urgent, etc.

I have received so much good feedback about A & As service, including one of our longterm packaging suppliers who visited our offices month after month trying to work outwhere the great receptionist sat!

I highly recommend Amundson & Amundson. They are an excellent call centre providerand their team is exceptional. Thanks for this opportunity to share our Front Line BusinessProfessionalism success story with you.

Liz Keith, Sales & Marketing Manager, Development-X LtdPS: One more benefit I almost forgot to include. When we first started using Amundson &Amundson in February 2003 one of our staff was a full time customer service manager.This person left our firm in 2004 and we found we didnt need to hire a new customerservice manager because Amundson & Amundson were providing such an outstandingservice that incorporated the tasks and skills required for this first level of customer servicesupport role.

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Before I began using your services over 50% of people who contacted me put the phone

down when my answer phone kicked in. My business grew by 30% as soon as I startedusing Amundson and Amundson. I now capture all enquiries. The service is veryaffordable compared to the increase in new business I have gained by having my phoneprofessionally answered 24 hours a day, 7 days a week. I am making at least $1,000 ormore a month in new profits from using your services. I have increased the number ofclients I have and improved the professional image of my business. I highly recommendthe services of Amundson & Amundson because they are super easy to do business withand take the time to personalise their service to how you operate. They have a very stableteam of people who work with them and this means your business is always well lookedafter. They have a high level of professionalism and will grow your business.

Bill HuddlestonHuddleston Hypnotherapy.


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What I like about using the 24 Hours Personalised Answers services of Amundson &Amundson is that it works out to be less than 10% of the cost of hiring a full time person todo the same things in our business. So we have saved a huge amount of money in ourbusiness by using your services. The value is apparent straight away. Customers knowthey are being looked after and messages get to the right person which saves doublehandling. One of the benefits from our end is a decreased work load and not having to

sweat the small stuff. We have far less stress by having the highly trained people atAmundson & Amundson professionally handling all incoming phone calls. We know thatno matter what we are doing, every phone call will get personally and professionallyanswered by skilled people who understand our business. Using your service allows callsto be screened as Amundson & Amundson understand what is high priority. This meanswe are able to apply our resources more effectively.Graham MoorDirector Bay of Island Roofing

The services of Amundson & Amundson are very affordable compared to the increase innew business we have gained by having our phones professionally answered 24 hours aday, seven days a week. We have used Amundson & Amundson for about 2-3 months and

have noticed we are getting more prospective clients through call outs. Amundson &Amundson have given us some wonderful ideas on how to make our business moreprofitable and productive without us having to work any harder. In fact we are gettingbetter results with less effort! I like the freedom of leaving the office unattended andknowing the phones will be answered. I also like the way all afterhours calls are answeredpersonally and put to the correct person on call. Our clients love that they can talk to a reallive person and not an answer phone or voice mail. I can safely leave my phone off in theconfidence our calls will be answered.Wayne Isaac Director Laser Electrical (Manawatu.)

We have more free time now that we have outsourced the handling of incoming phonecalls to Amundson & Amundson. This allows us to give our customers better service andwe also have more leisure time to spend with our friends and family. With Amundson &Amundson we have a reliable system that is always available. We can provide aprofessional service to our clients even in the middle of the night. This service allows ourteam to have freedom during on call duties. I like that we are not tied into a long termcontract and have the freedom to cancel your service with five days notice at any time. Welove this flexibility. Your service means we capture every call when we are busy withcritical work. Your service is easy to use and the feedback you give us is very good.(Faxed phone reports daily.) I highly recommend Amundson & Amundson because theyhave highly trained and very professional staff that treat our clients and staff really well.

They take the time to personalise their service to suit your business. The result is youenable my team to concentrate on what they do best. This reduces pressure on my peopleand makes for a happier team.Gary Taylor General Manager Morris & Morris Ltd

What I like about using Amundson & Amundson is that our overflow calls are able to beanswered without the client realising they have not reached our office directly. And ourafterhours calls can be directed to the appropriate person. Texting of messages makes itfar easier for our reps to respond because the info is already noted in the text. I highlyrecommend Amundson & Amundson because they answer the phone 24 hours a day andthey promptly pass on our messages.

Vanessa McKenzie Director Allens Whangarei Realty


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The most important benefit Ive received from using the services of Amundson &Amundson is the ability to have someone answer our technical support calls 24/7. Ourclients love the fact that they can talk to a real live person and not an answer phone orvoice mail. Amundson & Amundson are super easy to do business with and I know haveprofessional reliable staff answering the phone using my company name. I have a hugeamount of freedom in how I use your service. I can use it full time to handle overload and

so on. I like the way you took the time to fully understand our business and make sure ourpersonalised answer service reflected the image we wanted to portray to clients. Usingyour services means gives our callers a professionally answered call everytime. And youalso capture every call after hours.Cathy Vickers Manager Nightlife Music Video NZ

I like the services of Amundson & Amundson because we have the peace of mindknowing that calls are answered. I like the simplicity of your operation and the accuracy ofyour information. Using your services gives our callers a professionally answered calleverytime. You have the ability to deal with the sensitivity required for our clients. Alongwith the ability to make decisions on what is important and what is not important when

deciding how enquiries should be dealt with. I recommend your services highly because ofyour professionalism, your customer focus and you listen to our needs.Neil Little Managing Director Davis Funeral Home Dominion Rd

The most important benefit Ive received from using the services of Amundson &Amundson is MORE TIME! As your staff can answer the basic questions some callershave I do not need to phone everyone back. It is helpful that clients can phone over theweekend when we are closed to ask about open hours. Rather than turning up and we arenot open. This makes for happier clients. I like that potential clients get to talk to a realperson not an answering machine. Details like open hours and cell numbers can bepassed onto callers by your staff. This is more professional than an answer phone. I highlyrecommend the Amundson & Amundson to other business people because the staff areprofessional. If you are in a meeting with clients you can rest assured that other clientswho are phoning are being looked after rather than being ignored. If you dont find theservices of Amundson & Amundson suiting your business needs you can cancel atanytime. Though I doubt you would need to!Michelle Courtier Office Manager Adstyle Homes

What I like about using Amundson & Amundson is that every phone call gets a realperson who can help them. This means we dont have to answer the phone ourselves if weare busy with customers. Probably 10% of incoming calls are during our opening and

closing time. So using your services means we relieve the pressure on our staff. I highlyrecommend your services because of your polite trained staff and good communications.Richard Wilkinson Manager Demolition Supermarket.

I recommend the services of Amundson & Amundson because they are super easy to dobusiness with and take the time to personalise their services to suit your business and howyou operate. We have a huge amount of freedom in how we use your services. We havefar less stress by having highly trained people professionally handling all incoming phonecalls. We know that no matter what we are doing, every phone call will get personally andprofessionally answered by skilled people who understand our business. Our clients lovethat they can talk to a real live person when they call and not voice mail or an answer

phone. Using your services means you capture every call when we are busy with criticalwork. This allows us to grow quickly and keep our service levels high to our customers.Nathan Bitting Operations Manager Northcom


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By using the services of Amundson & Amundson I can market 24/7 service to all ourcustomers. Our staff our much more productive as they dont get customer calls. Ourcustomers can talk to a friendly voice 24/7 and the cost per call in NZ is much less than inAustralia. Your service is very affordable compared to the increase in business we havegained by having our phones answered professionally 24 hours a day, seven days a week.We have saved a huge amount of money on costs as using your services works out to be

less than 10% of the cost of hiring a full time person to do the same thing. I like how weare not tied into a long term contract and have the freedom to cancel at any time with fivedays notice. A benefit from using your services is that customers dont have to leave voicemails. I recommend your services highly. Ive been with you for a long time and value therelationship.Peter Vrachas Managing Director Ecomist Australia

Using your services allows us to have freedom after hours. Our clients love the fact thatthey can talk to a real live person and not voice mail or an answer phone. Your servicesare very affordable compared to the increase in new business we have gained by havingour phones professionally answered 24 hours a day, seven days a week. I like the wayyou took the time to understand our business and made sure that your personalised

answer service reflected the image we want to portray to our clients. Using your servicesmeans our callers get a professionally answered call everytime.Pauline Barrell Director Quest on Ward.

With Amundson & Amundson we have highly trained people professionally handling allincoming phone calls. This means we can avoid hiring people 24/7. I recommend yourservices because you have a very stable team of people who work for you. This meansour business is always well looked after. You capture every call when we are busy withcritical work which allows us to keep our service levels high to our own customers.Adrian Cotoros Manager Quest on Eden

Using Amundson & Amundson has been part of the reason my business broking team hasbeen ranked number 1 internationally for the last 2 calendar years by the largest realestate company in the world REMAX. What I like about your 24 hour Personalised AnswerService is that you are reliable, professional, practical and are a real pleasure to deal with.I have now have more free time by outsourcing the handling of our incoming phone calls.We get a 24/7 service that is answered in NZ by an English speaking person who knowswhat they are doing. You are always polite and helpful and our clients love the fact thatthey speak to a real live person and not an answer phone or voice mail. Using yourservices gives our callers a professionally answered call every time. We are not tied into along term contract and have the freedom to cancel your service with five days notice at

any time. You also took the time to fully understand our business and made sure ourpersonalised answer service reflected the image we wanted to convey to clients.Jeff Bracegirdle Sales Manager REMAX Latitude 36 Albany Auckland

What I like about using Amundson & Amundson is that our customers are looked after24/7 by an extremely professional and solution focused team. You are very cost effectiveand it is very easy to update information. A benefit of using your service is that we nowhave improved feedback from customers about our claims now that we have someoneanswering every query 24/7. I highly recommend Amundson & Amundson as its so easyto use your service. Its incredibly cost effective and works out to be less than 10% of thecost of hiring a person full time. So we have saved a huge amount of money on our

business costs by using your service. It gives us great peace of mind knowing someone isalways there to answer the phone.Kate Smith Manager National Auto Club Insurance.


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Using the services of Amundson & Amundson is very affordable compared to the increasein new business we have gained by having our phone professionally answered 24 hours aday, seven days a week. Using your services has meant we have saved a huge amountof money as your service is less than 10% of the cost of hiring a full time person to do thesame things. Our customers believe they dealing with our staff and no call slips throughwithout being dealt with. A great benefit is that I have freed up staff from retrieving phone

messages. As we operate a 24 hour service our staff are assured that every call thatcomes through is justified/ screened so no unnecessary calls. We have a huge amount offreedom in how we use the services of A&A. They take the time to personalise theirservice to suit your business and how you operate. We have far less stress by havinghighly trained people professionally handling all incoming phone calls.Andrew Dempster Director Dempster & Hill Electrical

I highly recommend Amundson & Amundson because they provide an excellent servicewhich allows me more time to get on with my business. A&A are super easy to dobusiness with and offer a very personal service. My clients love the way they can talk to areal live person and not voice mail or an answer phone. I like the way this service captures

every call when I am busy with critical work. This allows me to grow my business and keepmy service standards to a high level.Ian Chaland Director Computer Trouble Shooters

I like the services of Amundson & Amundson because it is very professional and efficient.It means I dont miss a call or a client and is great Im overseas. A big benefit is not havingto employ someone to take calls. People and clients comment on our efficient service andit takes the stress out of client phone calls when I am unavailable. I recommend A&Abecause the service is cost effective, professional, efficient, friendly and personalised.Mike Sabin Managing Director Methcon Group Limited

I recommend Amundson & Amundson because we can carry on working and not worryabout missing phone calls. We have a huge amount of freedom in how we use yourservices. We can use it full time, to handle peak overloads and so on. We now have lessstress and more free time since we outsourced the handling of incoming phone calls. Thisallows us to give our customers better service. Our staff can plan their days schedulemore effectively and get a lot more hours of work done by being prepared with theinformation our customers need. We know that no matter what we are doing, every phonecall will get personally and professionally answered by skilled people who understand ourbusiness.Chris Pratt Quality Control Manager Pacific Rim Food Corporation.

What I like about Amundson & Amundson is that the service has been personalised to

ensure all messages go concurrently to key personnel. When in face to face meetings youknow your callers are in good hands. If the calls are urgent A&A will try to talk to usdirectly. The most important benefit is the peace of mind that you are not a slave to yourmobile.Mike Patterson Enviroclean & Restoration.When the phone rings and we are dealing with guests we can leave it and know that it willget answered. The service of Amundson & Amundson is very affordable compared to theincrease in new business we have gained by having the phone answered professionally 24hours a day, seven days a week. Our clients love how they can talk to a real person.Having this back up afterhours is great. If guests are ringing from overseas ti appears tothem that we are open 24 yours on the reception desk. I recommend Amundson &Amundson because you have a very stable team of people who work for you and this

means our business is always well looked after.Paul Baker Manager Quest Parnell.


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What I like about using Amundson & Amundson is I can feel comfortable that my phonesare always answered in a professional and knowledgeable manner. As on onsite propertymanager its good to know I will only be called out after hours if it is an emergency. Youcan go mad otherwise! Using your services work out to be less than 10% of the cost ofhiring a full time person to do the same thing so we have saved a huge amount of moneyon our business costs. We now have far less stress by having highly trained people

professionally handling all incoming phone calls. This means our phones are alwaysanswered by Quest St Kilda Bayside staff or by Amundson & Amundson staff. Our clientslove being able to talk to a real live person and not an answer phone or voice mail. I highlyrecommend A&A because they are reliable and have a great reporting system and goodcommunication. They are very easy to deal with and talk to. They look after my businessafter hours. Alvaro Caceres Manager Quest St Kilda Bayside.

Using Amundson & Amundson is a big cost and stress savings. If admin staff are on leavewe dont have to get a temp in. You capture every call when we are busy with critical workand this allows us to keep our service levels high to our own customers. Using yourservices is less than 10% of the cost of hiring a full time person to do the same thing. We

know that no matter what we are doing, every phone call will get personally andprofessionally answered by skilled people who understand our business. Amundson andAmundson offer a valuable and professional service.Melanie Hudson Office Manager Hawthorn Geddes

What I like about the 24 hour Personalised Answer Service provided by Amundson andAmundson from a Claims perspective is that calls that require urgent attention are able tobe answered and routed to the correct person who can assist them .This means ourcustomers get the help they require 24 hours a day. The most important benefit Ivereceived from using the services of Amundson and Amundson is it means that the staff oncall can still have their leisure and family time knowing that the calls they get transferred tothem will be people that need to talk to the claims team.Lisa DalbethVero Managing Agent ACM Ahlers-Claims

By using the 24 hour Personalised Answer Service provided by Amundson andAmundson his takes away the rubbish calls from the overnight on site manager -she onlygets called for important stuff. This lengthens the time we keep an onsite manager. Themost important benefits Ive received from using the services of Amundson and Amundsonis have been able to remote the control of items like the front door and lock box sorelieving the night manager of afterhours check ins.David Compton Quest Newmarket

Using Amundson & Amundson is a great fallback position when the phones are busy. Theservice is cost effective and captures every call when we are busy with critical work. Its atype of service insurance and our clients love how they can talk to a live personwhenever they ring. If service is important to your business then Amundson & Amundsoncan help you to offer a better service at very cost effective rates. They have highly trainedand very professional staff that will treat your clients and customers really well. We nowhave a lot more free time now we have outsourced the handling of incoming phone calls toAmundson & Amundson.Derek Slater General Manager Penguin Wholesalers.


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We see Amundson & Amundson as a really important part of our business. A big benefitof using your personalised answer services is being free to concentrate on the client infront of me knowing the phone is still answered. This results in more sales. We have seena measurable increase in sales and revenues as soon as we started using your service. Infact the new revenues and profits we have gained make the services of Amundson &Amundson one of the best value marketing investments we have ever made. I like the way

that Amundson & Amundson are always open to suggestions and are happy topersonalise their service to our needs. They treat our clients like we would treat them andthis gives a continuity of service. I love the fact that they can screen the calls into urgent orokay to reply in work hours. Our staff can plan their day schedule effectively and get a lotmore work done by being prepared with the information our customers need. I estimatethis could easily be worth 2 hours per week at $25 an hour for 8 staff.Pam Turner Director House of Travel Rotorua.

What I like about using the services of Amundson & Amundson is that every call isanswered and we receive an instant fax with callers message and phone number. We arenot tied into long term contracts and all the people at Amundson & Amundson are friendly

and helpful. We have far less stress by having highly trained people professionallyhandling all incoming phone calls. We know that no matter what we are doing every phonecall will get answered by skilled people who understand our business. I highly recommendAmundson & Amundson because they are super easy to do business with and personalisetheir service to suit your business.Penny Andrews Practice Manager Jervois Dental

I highly recommend the services of Amundson & Amundson because it allows your clientsto call and contact us 24/7 which of course provides a customer care environment. Itmeans that when we are busy in the shop or office that our clients can speak to a personrather than not get answered. I like the way my clients have a 24 hour personalisedanswer service. Lance Brown Owner House of Travel Rotorua

Using the services of Amundson & Amundson works out to be less than 10% of the costof hiring a full time person in our business. So we have saved a huge amount of money onour business costs by using your services. What I like is the confidence that the phonenever goes unanswered. Chris Clark General Manager EyePro Eyecare

By using the services of Amundson & Amundson we have a seamless continuation of ourown business for after hours service and busy times. I recommend Amundson &Amundson because you provide a good after hours service and know what is important tous.Stacey Gibb. Franchise Director Quest Dunedin

A final Note:

This is just a small number of the many positivecomments we have on file from our delightedcustomers. If you would like to enjoy some of thesemany benefits in your own business we invite you tomake contact with us and learn more.

Best wishes in the meantime.

"One customer, well taken care of, could be morevaluable than $10,000 worth of advertising."Jim Rohn

Documents

AA - 3 - Client Feedback Booklet