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TeleDirect Review

By
Adam C. Uzialko
,
business.com writer
| Updated
May 23, 2019
Home
> Marketing
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TeleDirect is our best overall pick for call center services because it offers a flexible pricing model suitable for businesses with any call volume, as well as a comprehensive slate of features and services. For small businesses and large, TeleDirect delivers a quality service in a cost-effective bundle of minutes. TeleDirect is based in Sacramento, California.

TeleDirect

TeleDirect

The Best Call Center Services of 2019

The Verdict

TeleDirect, our best overall pick for call center services, is a comprehensive call center service with quality customer support and flexible packages of minutes available in a unique pricing model.

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

Call Center Features

TeleDirect is a full-featured inbound and outbound call center service. It has all the major services we looked for in a call center at all tiers of service. These are the key services TeleDirect offers:

  • Live answering: Every call center and answering service maintains a staff of agents to answer incoming calls on your company's behalf. TeleDirect maintains over 400 employees who serve as shared agents, semi-dedicated agents or dedicated agents.
  • Message taking: One of the most basic services a TeleDirect agent can perform is taking messages, where they record the name and contact information of a caller along with their reason for calling. They then forward the message to your provided points of contact by email.
  • Customer support: Customer support is a more in-depth inbound service, where TeleDirect agents will operate off a list of FAQs you provide to assist callers. If agents are unable to help a caller based on the provided material, they can take a message and forward it to your company or, if you opt for the additional call-patching service, transfer the call to the relevant point of contact directly.
  • Tech support: TeleDirect agents offer Tier 1 technical support to incoming callers who need help troubleshooting your company's products or software. They will forward any advanced technical support requests to the relevant point of contact at your company.
  • Order processing: TeleDirect agents can walk customers through e-commerce stores, capture payment information and process orders. Order processing services can reduce cart abandonment rates and provide opportunities for agents to upsell or cross-sell your products.
  • Lead capture: Agents capture the contact information for incoming calls to help you generate a list of interested leads or previous customers. These lists can then be used in remarketing or promotional material.
  • Lead follow-up: TeleDirect's outbound call center services include following up with warm leads. While TeleDirect does not engage in cold calling (a service rarely offered in the call center industry), agents can follow up with previously captured leads in an attempt to drive sales.
  • Email and web chat management: In addition to manning the phone lines, TeleDirect agents can manage your email inboxes and live chat tools on your company's homepage, giving your customers additional channels for contacting your company.
  • Client portal: The TeleDirect client portal provides 24/7/365 access to a full breakdown of your account usage and a customizable script that updates for agents in real time. You can also view data like your minutes used, minutes remaining, number of calls, duration of specific calls and the average duration of all calls, and outcome of calls.

Pricing

TeleDirect offers an alternative pricing model to the typical "per minute, per month" models. TeleDirect sells prepaid packages of minutes that you can buy as needed. The minutes never expire; they roll over from month to month. No monthly subscriptions or annual contracts are required. Rates become increasingly competitive when you buy minutes in bulk, with the largest package coming in at a low rate of 75 cents per minute. When you run out of minutes, you can purchase more or part ways with the company. If you cancel service before using all your minutes, you are entitled to a refund of up to 80% of your unused minutes. This is a unique model we did not encounter with other call centers that gives you great latitude to determine how often and how long to use TeleDirect's services. The pricing plans are as follows:

  • Plan A: 1,000 minutes for $1,100 ($1.10 per minute)
  • Plan B: 3,000 minutes for $2,970 (99 cents per minute)
  • Plan C: 6,000 minutes for $5,580 (93 cents per minute)
  • Plan D: 10,000 minutes for $8,800 (88 cents per minute)
  • Plan E: 20,000 minutes for $15,000 (75 cents per minute)

TeleDirect also offers optional add-on services for 10% of your per-minute usage rate. These include call recordings, text notifications, patch time and IVR (per call).

TeleDirect includes three hours of setup and training for every purchase of minutes. The company will alert you beforehand if it expects your specified level of need will exceed three hours.

TeleDirect bills second by second, meaning you only pay for the exact time you use. However, the company considers any agent work time after the call itself to be billable time. For example, if a call lasts three minutes and the agent spends one minute filling out paperwork after the call, four full minutes will be deducted from your prepaid package. The only minimum requirement for working with TeleDirect is that you must use 29 minutes of service per month.

Limitations

TeleDirect's biggest drawback is that some useful services that many other call centers include in their standard features are considered add-ons. For example, it can be extremely useful to have call recordings available to check on agent performance and ensure your company is being represented appropriately. TeleDirect charges extra for this service. Many call centers also include text message notifications in the base price, but TeleDirect charges extra for this service as well. Perhaps the additional fees can be attributed to TeleDirect's unique pricing model, but we were disappointed to see these services cost extra.

TeleDirect requires a minimum usage of 29 minutes per month to keep an account active. While this is not a hard minimum to meet and is certainly not cost-prohibitive, it is something small companies with low call volumes must keep an eye on. Failure to reach the monthly minimum could result in account deactivation.

Customer Service

TeleDirect provided excellent customer service in our experience. It took no time at all to connect with a representative following a brief intake, which was provided by an agent reading from a TeleDirect script (as we discovered after receiving a proposal with examples of the scripting). Both representatives we spoke with were respectful and knowledgeable.

TeleDirect agents are available by phone. An email address is also available for you to reach out to representatives. However, TeleDirect does not offer live chat services, so you don't have quick, easy access to agents who could provide answers you can't find online.

Editor's note: Is your business looking for a call center service? Click the Compare Quotes button below to have our vendor partners contact you with free information.

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TeleDirect

TeleDirect

The Best Call Center Services of 2019

The Verdict

TeleDirect, our best overall pick for call center services, is a comprehensive call center service with quality customer support and flexible packages of minutes available in a unique pricing model.

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.