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Five Star Call Centers Review

By
Adam C. Uzialko
,
business.com writer
| Updated
May 23, 2019
Home
> Marketing
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Five Star Call Centers is our pick as the best call center for outbound services because it handles high call volumes with ease and offers extensive features that support an outbound calling campaign. This call center will help its business clients devise guidelines for agents and provide detailed reports to keep clients up to date. Five Star offers both dedicated and shared agents. It typically only works with bigger businesses, clients that meet Five Star's $3,000 monthly minimum. Smaller companies or those businesses on a budget should consider another service.

Five Star Call Centers

Five Star Call Centers

The Best Call Center Services of 2019

The Verdict

Five Star Call Centers is the best call center for outbound services. It assists businesses that have specialized needs and high call volumes while offering a range of outbound services that support virtually any calling campaign.

For all of our call center service recommendations, visit our best picks page.

Call Center Features

Five Star Call Centers provides all the features and services we looked for in a call center. Specifically, Five Star's outbound services are wide-ranging and comprehensive, enabling companies to develop a variety of outbound calling campaigns that can grow their business and improve customer satisfaction. Here's a look at some of the outbound services that Five Star Call Centers offers.

  • Lead generation and qualification: If you're in need of more business, then outbound calling campaigns might be for you. Five Star specializes in generating new leads and qualifying their likelihood to use your products or services in the future, helping you to better target your marketing campaigns and cater to those leads.
  • Product awareness: Do you have a new product you are launching or have you restocked a popular item or brand? Make sure your customers know. Five Star Call Centers' agents can contact customers or send out robocalls to notify them of updates to your inventory.
  • Product and service sales: Five Star Call Centers can act as your outsourced sales department and place telemarketing calls on your behalf.
  • Market research: A key feature of outbound call center services is market research, including conducting polls and surveys of customers and potential clients. The insights developed from this research can inform your marketing activities and refine your business operations.
  • Quality assurance: Five Star Call Centers agents can engage in quality assurance activities to ensure that your products and services are meeting customers' expectations (and yours). Any negative feedback that is reported to agents is forwarded along to your designated points of contact for further follow-up.
  • Membership renewal: When memberships and subscriptions lapse, your business loses money. Five Star Call Centers' agents will contact members when their accounts are about to lapse and can help them renew their membership or subscription.
  • Payment and appointment reminders: Late payments and missed appointments disrupt the flow of your business operations. Five Star Call Centers' agents are available to reach out to customers to remind them of invoices that are coming due or upcoming appointments to reduce nonpayments and no-shows.
  • Customer retention programs: Customer retention programs, such as loyalty and rewards programs, can help improve customer satisfaction and encourage repeat business. Five Star Call Centers' agents are available to manage these programs and ensure that customers receive the promotions and discounts they deserve.
  • Crisis management: In business, things don't always go as planned. When a public relations crisis hits, it's good to have a communications specialist in your back pocket. Five Star Call Centers can handle crisis management communications to help your brand control the message and stay above the fray.

In addition to the above outbound services, the company also offers the inbound call center services we looked for.

  • Live answering: Live answering is one of the most basic functions of a call center or answering service. Agents manage the phones, speaking with consumers in a professional and friendly tone, working from a script or guidelines written by the client.
  • Message taking: Message taking is another basic element of call center services, in which agents capture caller information and the reason for the call before forwarding it to the relevant point of contact for follow-up.
  • Customer service: Outsourcing your customer service department to Five Star Call Centers allows them to manage customer inquiries and complaints without disturbing your staff, allowing your employees to focus on day-to-day operations rather than managing the phones.
  • Order management: Five Star Call Centers can plug into your e-commerce platform or help establish an online system for order management and inventory monitoring. Callers can place orders directly with Five Star agents without knowing they're dealing with an outsourced company. Five Star agents are PCI Level-1 certified, meaning they can securely handle caller credit card information.
  • Help desk: Help desk services are vital for companies with technical products or software. Agents are available to help callers with setup and troubleshooting.

Pricing

Five Star Call Centers offer both a shared agent and a dedicated agent model. The shared agent model operates on a per-minute monthly rate that is billed in 1-second increments. Shared agents start at roughly 80 to 90 cents per minute, which is below the per-minute average of the companies we evaluated. If your business experiences a high call volume, you may be able to negotiate with Five Star for a lower rate. As your company scales up, you have the option to transition to the dedicated agent model.

Five Star Call Centers charges an average price of $26 per hour for a dedicated agent, who only handles calls for your company and can conduct an outbound campaign on your behalf. Dedicated agents offer a higher level of service and can assist with other communication channels, like email and live chat, in addition to your inbound and outbound calls.

Setup and training fees run around $20 per hour per agent, and the time setup takes depends on the intricacies of your campaigns and the required service levels. Five Star does bill for what is known as agent work time, which is the time an agent spends on your account handling business, even though they are not on a call. This cost is negotiable for clients, depending on certain parameters. We recommend that you speak with a Five Star Call Center agent for further details about those parameters.

Limitations

Five Star Call Centers requires you to sign an annual contract, which is not uncommon among the call centers and answering services we evaluated. However, the company includes a 90-day opt-out clause should the service fall short of your needs. It's also worth noting that conducting an outbound campaign likely takes more than a month, so signing a contract is not necessarily a big drawback. Still, it's good to be aware that Five Star Call Centers requires a contractual commitment. There is no cancellation fee if you give 90-days' notice that you plan to withdraw from the agreement.

The other major limitation we encountered with Five Star Call Centers is its $3,000 monthly minimum for 24/7/365 service, which is significantly higher than the other call centers we reviewed that require a minimum. However, for companies that require outbound campaigns or the high-volume service Five Star Call Centers typically deals with, this minimum likely wouldn't be hard to meet.

Customer Service

Our customer service experience with Five Star Call Centers was exemplary. The representative we spoke to discussed the company's services and was upfront about how it would work with our hypothetical business. He was honest that our purported call volume was likely below the typical volume managed by Five Star Call Centers and was quick to refer us to another service that would handle a project like ours. However, he remained on the phone to discuss Five Star Call Centers' services and answered our questions in detail. He also provided a list of questions we should keep in mind while researching other services, which would be extremely helpful to a business owner investigating these services for the first time. Overall, our experience with Five Star Call Centers was one of the best customer service experiences we encountered during our review.

Editor's Note: Is your business looking for a call center service? Fill out the below questionnaire to have our vendor partners contact you about your needs.

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Five Star Call Centers

Five Star Call Centers

The Best Call Center Services of 2019

The Verdict

Five Star Call Centers is the best call center for outbound services. It assists businesses that have specialized needs and high call volumes while offering a range of outbound services that support virtually any calling campaign.

Adam C. Uzialko
Adam C. Uzialko
Adam C. Uzialko, a New Jersey native, graduated from Rutgers University in 2014 with a degree in political science and journalism and media studies. He reviews healthcare information technology, call centers, document management software and employee monitoring software. In addition to his full-time position at Business News Daily and Business.com, Adam freelances for several outlets. An indispensable ally of the feline race, Adam is owned by four lovely cats.