Do you delegate any decision making authority to them, or do they just take messages?
They have a great system. My calls (around 5 a day) are usually answered by the same lady. She answers calls for around 30-40 other companies so she cant remember individual callers. She uses caller ID and software on her PC prompt her. So for regular callers she can say "hi Pete, how are you? How are the kids? Did you like your holiday? The reception is much better tis time....let me try to put you through to the support department....".
Fantastic!