AnswerFirst Review

The Pros and Cons of AnswerFirst Outsourcing Business Processes

Advantages

• Reliable Technologies

The company invests in the latest technologies to provide its clients with superior service, reliability, and value. The infrastructure includes virtual and cloud-based servers offering stability and data redundancy. Moreover, the clients can access the account, make changes, view invoices, and more via a web-based client interface which is free with every account.

• Up-to-date Software

AnswerFirst offers multiple methods to contact your company: email, SMS, fax, phone, or your existing web-based ticketing system. Moreover, all your call recordings and messages are available 24/7 in real-time via their secure web portal.

• Prioritizing Ethical Business Approach

Certified with ISO 27001, HIPAA, and PCI DSS, AnswerFirst takes pride in delivering safe and secure client services.

• Affordable Pricing Structure

All pricing plans include U.S.-based customer service professionals, as the company does not outsource overseas. Your per-minute rate automatically adjusts every billing cycle, and AnswerFirst tries to present the clients with the lowest rate possible. Moreover, detailed call reports and account access are available 24/7/365 via their web portal. There is no rounding up to the nearest minute when billing – customers pay only for what they use.

• Professional Team

Team members are intelligent, professional individuals with passion and the intention to make a difference, and AnswerFirst salary is decent. The company has employees that have been with them for more than 20 years. Thus, they take pride in who they are, their beliefs, and how they present the company. According to AnswerFirst job reviews, employees are inspired to challenge standard protocol continually; to go above and beyond “the norm” so that everyone who comes in contact with their organization is impressed by the customer service experiences they provide. AnswerFirst is ranked #7 out of 50 small businesses on the 2018 Tampa Bay’s Top 100 Workplaces list!

Disadvantages

• AnswerFirst call center has some staffing issues during peak hours and holiday periods. Thus, they sometimes need more agents to cover the service scope, decreasing customer satisfaction.
• AnswerFirst agents are based solely in the USA, so there may be communication difficulties with customers due to cultural peculiarities and language barriers. However, having the English language as a versatile asset usually eliminates all communication concerns.

Pricing Policy Review

The AnswerFirst pricing policy presents a 1 Rate Plan that accommodates the needs of any business regardless of size. This plan means you pay as you go only for what you use (no unused calls or minutes). Moreover, the company bills in one-second increments without 1-minute rounding and only when customer service professionals work on the client’s account. This rate structure provides the highest motivation to answer calls quickly and professionally. The customers also have access to AnswerFirst’s free online portal, Client Web Access, to listen to real-time calls and review them for proficiency and accuracy. The company delivers messages via phone, email, text message, secure messaging (HIPAA & PCI Compliant), fax, or pager. Clients can choose multiple options for message delivery, or they can go online to the secure website and retrieve messages there. The rate starts at $30 per month ($1.15- $1.60 per minute). Clients should fill out a contact form or schedule a sales consultation on the website to contact a company sales representative who can provide an accurate, customized quote regarding its services. The provider charges a zero fee for consultation services.

FAQ Section

• What am I billed for at AnswerFirst?

  Line items on your bill will include:

  • Base Rate
  • Live Services
  • Virtual Services (if any)
  • total

  The clients will not find any hidden fees on their invoices. The primary item will be Live Services, including emails, texts, and faxes that can be optionally added to your account. Virtual Services applies to call patching, voice mail, and front-end voice greeting. Also, toll-free numbers are billed at an additional per-minute rate. Account Customization is a one-time fee based on the complexity of the account, and your business development coordinator can provide you with its specific rate. Moreover, you can review your call volume and listen to your call recordings for quality control via the company’s secure online customer portal (Client Web Access) at your convenience 24/7/365.

• How can the clients get their messages?

  AnsweFirst delivers messages via fax, email, text messaging (SMS), MiSecure Messaging Cell Phone App, alpha pager, digital pager, verbally over the phone, and via the web. You can select any of these options in any combination. For example, the company can send a text message to your cell phone, and then you can retrieve or review that message on the web and then via a summary email the following day. Also, you can have different message dispatch protocols based on your account setup.

• How reliable are AnswerFirst systems?

  Their I.T. Department takes extraordinary measures to ensure smooth operations of the call center. AnswerFirst utilizes multiple redundant systems, sites, and procedures. While their physical location and management may be affected by a disaster, contact centers have been built in such a way as to avoid any significant complications. Thus, traditional telephony switching equipment is located in no less than two distant geographical areas. Moreover, at least two redundant, high bandwidth data and SIP circuits are in place at all locations, both physical and virtual, provided by multiple vendors.

• How can I pay for services?

  AnswerFirst offers three payment methods: credit card/debit billing, ACH checking, or credit terms application. The credit process may add an additional business day to your account setup time.

Our Verdict

AnswerFirst has been providing people with answers since 1998. Since then, the business has grown drastically, building Tampa headquarters primarily as a corporate office and training center for their staff. Most customer center representatives are based in Florida, but the company plans to expand nationwide. AnswerFirst provides solutions for their clients 24/7/365 days a year, ensuring exceptional customer care. If you value respect, accountability, and integrity, AnswerFirst services are waiting for you.