Client - FAQ's

How do you maintain such a high quality of service?

First, we hire the best people for the job. Every job applicant is thoroughly screened and only those meeting our high standards are selected for employment. Second, we provide professional training and a respectful and enjoyable work environment. This intensive training teaches a variety of communications skills, our own effective message management methodology, and the skills needed to use our technology and equipment. Third, we monitor the performance of our Customer Service Representatives on an ongoing basis to provide constructive feedback for improvement. As an added measure, we also contract with our industry association to conduct random checks and provide us with an independent assessment of how we're doing. We are very pleased to say that we have met the requirements for the Canadian Call Management Association's Award of Excellence and Award of Distinction. Finally, we listen to our customers; if there is a concern, we want to know about it and will ensure that it is quickly resolved to your satisfaction.

What are your hours of operations?

Our staff is here to serve your needs 24 hours a day 365 days per year.

How does it work?

Our computerized system is programmed with your company's information. Your calls come to us via the call-forwarding feature on your phone. When your customer calls, your company's information appears on our screen. Your customized account information will enable us to give your customer the information they need. This could be in the form of giving directions, providing product information, dispatching of service reps, taking a message or a variety of tasks important to your business. We are able to convey the details of each call to the appropriate person via pager, phone, fax, e-mail or we can hold the messages for you to call in and retrieve them. Customized reports are also available.

Are all calls answered live?

You do have the option of having us provide an Interactive Voice Response System that uses a series of recorded instructions and prompts. However most of our clients and their customers prefer live answer. With live answer 99% of callers leave a message.

Won't customers be frustrated if they can't speak to me directly or the Customer Service Representative can't answer their question?

There a few things to remember here. First, if you are concerned about urgent or important calls, we can locate you at another land line or via cell phone and patch the caller directly through to you. Second, information about your location, hours of operation, response times, prices, and any other information you provide, is immediately accessible to our agents when a call comes in and can be quickly relayed to the caller. Third, even if your caller's inquiry can't be dealt with by a Customer Service Representative, the customer's interaction with a reassuring Representative will give them confidence that their call is important and will be responded to as soon as possible.

How many of my calls can you answer at one time?

There is no absolute limit. That depends on how many business telephone lines you have and how many of these are set up for us to answer.

Can you provide a toll free number for us?

Yes we can! Contact us for more information.

There are several different types of call forwarding and is set up through your telephone service provider. The following are a few of the options for call forwarding:

Enhanced Call Forward: The client determines the number of rings at their location before the call comes to us. They never have to manually call forward and can change the ring count at any time.

Call Forward: The client manually determines when the calls are forwarded to the messaging center.

Call Forward Busy: Calls will be forwarded to the messaging center when the clients' line is busy.

Call Forward Fix: Calls will be forwarded to the messaging center 24 hours per day, 365 days per year.

Advanced Call Forward: Allows the client to select calls from a determined location and forward them to the messaging center.

Please Contact your telephone service provider for call forwarding activation information and to order call forwarding features.

In the event of a power failure, how can I call forward my calls to the answering service?

You will need a touch tone telephone set that does not require electrical power to function. If you do not have one, we recommend you acquire such a telephone set before the need arises. You will then be able to call forward your calls as usual. There are also various forms of call forwarding (previously mentioned) that would not require you to do anything. Enhanced call forwarding is programmed virtually so it bypasses a power outage.

Standard Voice Mail: The client is presented with a mailbox, ID number and password. They are able to receive voicemail and leave customized greetings. Also with the option to page the client when new voice mail is received.

Follow Me Voice Mail: The client is able to change his status and provide the caller with the options to reach him (press 1 to reach the client, 2 to leave a message and 3 for live answer). Whatever the number the client determines upon status change is where the caller will go when they choose the selection to reach the client.

Voice Mail E-mail or Text Message: The Client is issued a regular mail box. When a caller leaves a voice mail the account will automatically pop up on an operators screen. They are then able to listen to the message and transcribe it into a text message, e-mail, alpha page or fax.

Express Message Retrieval: The client is issued a check in line number. When an operator takes a message, they record the message on voice mail once the call is completed. This gives the client the flexibility to check messages at his convenience.

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