Business ProfileforAnswering Specialists Inc

On February 16, 2016, BBB recognized a pattern of complaints from consumers regarding customer service and contract issues. Consumers allege they experienced significant hold times and received inaccurate information from company operators. Consumers further allege Answering Specialists did not provide detailed call logs and became unresponsive to requests for assistance. Consumers claim they were charged for services after requesting to cancel the contract and are not offered a refund or pro-rated fee.

Answering Specialists is working with BBB to eliminate the underlying pattern of complaints. The company advises BBB they monitor hold times to answer calls within 1 - 4 rings and aim to respond to all client concerns within 24 - 48 hours. Answering Specialists indicates they have employed new software, allowing the company to monitor hold times both during the initial ring and all holds placed during the call. Detailed call logs are available to clients. The company advised that significant hold times may be the result of unexpected employee absenteeism or unexpected high call volume. The company further advised it continues to make adjustments to allow for adequate staffing and training on all accounts. Answering Specialists indicated that business may make “test” calls to ensure their accounts are being handled to their satisfaction. The company indicated changes have been made to their current service agreement to allow new accounts a same day cancellation for requests made in writing. Answering Specialists advised that any outstanding charges would be billed on the date of cancellation. Customers who signed agreements previous to the change should contact Answering Specialists for terms and conditions.