What is AnswerFirst? It is one of the leaders in the customer service industry, providing outstanding and affordable services to a broad scope of businesses. Among the industries, the company cooperates with are Agriculture, Arts & Entertainment, Construction & Cleaning Services, Corporate Management, E-Commerce, Educations Services, Manufacturing, Mining, and Political. AnswerFirst ensures first-class customer care 24/7/365. With 20+ years of experience, AnswerFirst talent and technology can suit your exclusive needs. Thus, your company builds lasting, productive, and profitable customer relationships.
AnswerFirst can answer your calls, emails, web chats, social media inquiries, and SMS messages 24 hours a day, seven days a week, with live, dedicated, and professional U.S.-based representatives. Whether you need appointment scheduling, answering services, business process management, order taking, message taking, or voice mail service, AnswerFirst will provide efficient services to meet your business communication and customer service needs.
The Pros and Cons of AnswerFirst Outsourcing Business Processes
- 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!
- 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.
A Brief Review of Services
Give your business a professional presence 24/7/365 by using AnswerFirst services.
- 24/7 Answering Services
- Dispatching Services
- Live Transfer (Call Patching)
- Messaging Taking
- Scheduling & Reservations
- Systems & Security Monitoring
- Virtual Receptionist
- Voice Mail Services
- 24/7 Inbound Contact Center
- Brand Ambassadors
- Business Process Outsourcing
- Customer Service & Returns
- Employee Call Out & Help Line
- Help Desk & Technical Support
- Order Entry & Processing
How to Sign Up and Place Orders at AnswerFirst
You can log in to your account and request the services if you are an existing client. The login page will only ask for your email and password before you get full access to the AnswerFirst website.
A new customer has to choose a specific package for the outsourcing team and request a pricing quote on the website, indicating company details, industry, and preferred customer service to outsource. AnswerFirst representatives will contact you in 24 hours and help personalize your ideal plan. Then, the client can register by completing the sign-up process to secure a login password for their account.
Registering and logging into the company system is easy and quick. Mandatory login credentials for the AnwerFirst include the customer’s name, email address, and contact information. This sign-up process allows you to create an account and access services at any time later. If you need someone to help you order services, AnswerFirst customer service representatives are available by phone number on the website. Finally, with legitimate password reset options, you know your services are safe for your clients. AnwerFirst will contact you via email to facilitate the password reset.
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.
Contact & Support Systems
Call center consultants are well-prepared and ensure excellent customer service. They can be reached by phone, email, or AnswerFirst customer service form. Contact information is available on the main website page, indicating the phone number (866) 699-2365. AnswerFirst answers frequently asked questions regarding services or specific company issues, giving reasonable and detailed explanations. The company’s working hours are flexible depending on the flow of clients. There is a Q&A section on the website, and the service order processes have a well-structured interface, with each step leading smoothly to the next one.
An Overview of Attitudes Towards the Service
Additionally, according to reviews on AnswerFirst, it has an overall positive outlook on various social media platforms. The company is active on Facebook, Twitter, and Instagram, posting about recent updates, case studies, AnswerFirst jobs, and providing answers to users. Sitejabber and Trustpilot describe the company as a trusted provider of different customer services.
What am I billed for at AnswerFirst?
Line items on your bill will include:
- Base Rate
- Live Services
- Virtual Services (if any)
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.
- Management – 4 out of 5
- AnswerFirst job security – 4 out of 5
- Work and life balance – 5 out of 5
- Benefits and compensation – 4.5 out of 5
- Culture – 4 out of 5
Other AnswerFirst reviews can present different scores depending on how they understand the company’s mission or interact with it.
AnswerFirst Alternative Competitors
If you’d like to consider another provider similar to AnswerFirst, you can select from the following companies as they have related services and the capacity to serve your client’s interests:
- Smith.ai Virtual Receptionists
- SureCall Experts
- Ruby Receptionists
- Answering Service Care
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.