They provided an easy solution to get our calls routed to a live agent. The process was easy to set up with our call routing and our calls were still recorded for use later. They provided detailed reports at the end of the billing month so you could review the work they completed. They were receptive to feedback and provided callbacks with Supervisors when requested. When errors were found, they coached the agent and provided a recap of their followup actions. Review collected by and hosted on G2.com.
Agents would sometimes spend an excessive amount of time on calls. Their role with us was to take a message and calls should have been under 2 minutes. However, some agents asked questions about the customer situation instead of just taking a message. Due to the nature of the calls, the customers thought they were our actual agents and went deep into their legal situation. We often found calls in excess of 45 minutes long. Because PATLive bills by the minute we had many disputes with our monthly bills to correct our invoice amounts. This was also a risk for us as the agent was hearing confidential information. Review collected by and hosted on G2.com.
Thanks so much for taking the time to share your feedback about PATLive. We're happy to hear you found our setup process easy and that we were receptive to your feedback. We always aim to provide the highest quality service, and it’s great to hear we hit the mark in most areas during your time with us.
We're really sorry to hear about the issues with call durations -- this is not a common concern we've run into, and we'd love to research it more if you are open to providing us your account info via a direct message (this platform anonymizes reviews, so we can’t research this without additional info). Our receptionists are trained on how to control a conversation to try and achieve that balance between great service and efficiency, but if we didn't deliver that for you, we'd love to dive in and figure out how we could have improved in that regard. I am also hoping our CSA team clarified call duration reports when they spoke to you, but just in case, I’d like to note that we display call durations in different ways depending on the report you are looking at. Some reports will show our total call durations, while others will show the receptionist call duration. The main difference here is that if a call is transferred to someone (for example, an employee at your office), a total duration line item would show the entire call including talk time after our receptionist transferred it. So, it might show 45 minutes long, but the time our receptionist was speaking to the caller may have only been 3 minutes. That may not be the case here, but I just wanted to mention it because call durations of 45 minutes would be exceptionally unusual for us and would have triggered some management reviews.
Thank you again for your feedback. We're all about transparency and wish we could have earned a five-star review from you, but we will definitely make this a learning opportunity. Please don’t hesitate to reach out to us at your earliest convenience if you’d like to discuss the specifics of your account further.
