Direct Answer, Inc.

Direct Answer, Inc. provided answering services, scheduling, and merchandise for SCS HVAC, a residential and commercial HVAC repair and replacement company. The project was initiated due to the rapid growth of SCS HVAC and the increasing difficulty for the owner to handle the volume of calls personally. Direct Answer took over answering calls, booking appointments, and forwarding calls. They also set up a system to send voicemails from off-hours directly to the owner's email. The team consisted of a project manager and an answering team of six people. The client was particularly pleased with Direct Answer's guarantee that each call would be answered within three rings by a live person.

Direct Answer, Inc. was hired by a stock service company to outsource some of their billing traffic. The company handles basic products with straightforward terms and conditions. The main requirement was for Direct Answer to keep the average call under three minutes. If the call wasn't simple, it was transferred to the in-house customer service team. Direct Answer also led the onboarding of new customer service representatives. The team size varied depending on the call volume, ranging from 4-10 people per day. The decision to hire Direct Answer was driven by a search for higher quality more than lower costs.

Direct Answer, Inc. was contracted by the Christopher and Dana Reeve Foundation, a nonprofit charity focused on spinal cord injury and paralysis research, to provide data entry, mail processing, and phone support services. The company managed mailings, data processing, gift acknowledgments, and donor services. They also assisted in transitioning from an old database to Salesforce. The team consisted of four or five members, with Katie, the Executive Vice President of Direct Answer, serving as the main contact. The decision to hire Direct Answer was based on their warmth, friendliness, and understanding of procedures that the previous company struggled with.