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Multiple account managers have been assigned to us in a year. Work submitted to them VERY frequently (almost every time) needs to be redone as it is not done correctly the first time. Many of the customer service members know only a small slice of the pie, so often when you need help whether the issue is fixed will depend on whether you know their business and what's all involved. If there is an issue often they cannot tell you whether it is on their side, or your side.
With all this being said however, they make a low revenue per patient called. So, I guess you have to keep your expectations in check. Still, it's very frustrating dealing with them as work almost every time has to be re-done.
Alana S.'s review of TeleVox earned 6 Very Helpful votes
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Alana, we are very sorry to hear that you are less than pleased with your TeleVox experience. We try to provide each of the thousands of clients we serve with a personalized and attentive experience, so when we hear that we have failed to do so, we take it seriously. We understand that a client’s opinion of a service provider is as much about how easy it is to do business with that provider as it is how well the service works. To that end, we have recently been working on implementing training programs to create more consistent accuracy and standardization of quality among all of our client service representatives in handling the vast array of requests we receive. We recognize the additional time and effort involved on your part when requests are not handled correctly. These ongoing training efforts will enable us to complete all requests correctly the first time, every time.
We appreciate your candor in sharing this feedback and will use it as we continue to improve our processes here at TeleVox. If you would like to discuss this issue further, please feel free to contact our Director of Client Operations, Elizabeth DuPree, via email at elizabethd@televox.com. We would very much like the opportunity to win back your trust.