RE:  Your commendable service.

Dear Ms. Bennett:

I would like to take this opportunity to compliment you and your staff on the outstanding performance you have demonstrated with our account with you over the past year and a half.
Your service has consistently fielded on average fifteen to twenty calls and more per day with almost perfect accuracy.  I have only noticed perhaps three that were not correct and you took care of those immediately. 

Our clients are mostly internationally diverse and do not always speak the best English and have names that are difficult to spell and pronounce.  Since I have used your service not only has my call volume increased, my rate of closed sales has increased by at least 25%.   

I extend a heartfelt “Thank you for a job well done” to you and your excellent staff.  Also, as you know this commendation was not solicited.  I am looking forward to a prosperous relationship with your company in the future as my business continues to grow.  All the best to you all.

Sincerely,

Vance Wharton,  Director of Finance

CALIFORNIA SECURITY INSTITUTE, Inc a non profit Corporation doing business in California

Dear Robert,

I wanted to write to you to commend your staff on the way that a client situation was handled by your company.  Many times a good deed sometimes goes unnoticed or a call center agent may not realize just how important the way that a call is handled determines how an existing or new client perceives eTechhelp.

On the 25th in the morning, one of my oldest clients called our help desk in a total panic having lost their Internet and email.  The call was routed to you and an agent took the call to enter it into our on line data entry screen.  I received the message and was directly speaking with the client a few minutes later.  The problem was a total network outage and a site visit was made to correct the situation.

While on site, my client mentioned to me how professional my call center was and was impressed that the agent actually "calmed her down" reassuring her that she was going to get someone on the problem right away.  I too was impressed as the agent probably didn't have any idea of the severity of the problem or what was wrong, but had the instinct to play psychologist, which running a help desk usually requires.  The fact is that in a world of voice mails and forever hold times for my competition, all most clients need is the assurance that they are important and even though someone may not be immediately available, they have "peace of mind" and a human voice letting them know that things will be ok. 
This is EXACTLY what I needed when I came to your company and if you can ever find this operator, she deserves to be commended for her efforts. It is extremely important to us that your function be transparent to the client.  As we continue to build the client base and route more calls through your center, maintaining a humanized approach to customer service is one of our competitive advantages and we thank you for helping us maintain that image.
Best Regards,

Richard Garboski, President & Founder
eTechnologyHelp, LLC

Dear Kyryn:

I have worked with 3 answering services in my life and I would have to say this is the best answering service I have ever had.  You all do things that other answering services do not take time to do.  You have people that answer 24 hours a day and they don't make it sound like and answering service.

I would like to thank you and I hope we do business for a long time.

Victoria T. Brown
Performing Arts and Talent