Questions and Answers

Being immersed in our business 24/7, we know how many different industries benefit from outsourcing their customer service, and asset monitoring needs to a contact center.

Here are a few questions to consider when contemplating a contact center.

• Do I have enough staff to engage with our customers over the phone, by email or through messenger apps?

• Am I losing patients or clients due to long hold times, voicemails or never being available?

• Do I forward my business number to my personal telephone number and those of my on-call staff?

• Am I spread thin during and after business hours from the number of calls I receive?

• If I miss a phone call or email, will it impact critical processes for my business?

If you answered "yes" to any of these questions, then it's time to consult with us regarding answering service and monitoring solutions.

Anytime, we are open 24 hours a day, seven days a week, 365 days a year. It is as simple as that, and you can utilize our contact center as much or as little as you see fit. Whether you need assistance when your receptionist is busy, your office is closed due to inclement weather, or you need to forward your after-hours calls every evening.

Yes, you have complete control over when we answer your calls. Whether during after-hours or for call overflow, we have you covered.

Overflow services are appropriate when assisting clients with high-volume calls or when your in-house staff are busy with other tasks.

Through your telco provider, you can set two call forward options. One is called call forward no answer, which allows the call to ring at your office first and then transfer to a live agent if no one picks up. Or the second option is call forward busy, which automatically transfers the call to an agent when the line is busy.

Centralized services make the most sense for any business with multiple locations or departments. Let's chat and discuss your needs and how we can assist your business.

Yes, live answer is precisely what we do.

However, being flexible is also something we do. So, we do offer the option of a pre-screen announcement to filter out spam calls or cut down on your monthly usage. If utilized, your callers can leave a voicemail, be directed to complete an action, or prompted to connect with a live agent.

We work with each client to build a customized script, guiding our agents through whatever our client needs us to do, whether scheduling an appointment or dispatching an on-call technician. Once a call comes into our contact center system, it is automatically routed to the next available agent. The client's account script, including contact databases and processes, is automatically displayed on the agent's screen. Depending on how the caller engages with the agent, the script can branch into different questions or actions, letting the agent handle different kinds of requests easily.

We schedule and allocate our customer service representatives based on operational analytics and efficiencies. Your client engagement will be routed to the next available agent.