Tuesday, February 22, 2011

Is privacy important to you will my and my client's information be protected?

Yes, our answering service takes privacy very seriously. All employees sign a confidentiality agreement which remains in effect indefinitely. Our call center utilizes the highest data encryption and firewall technologies to insure the integrity and security of our network. We are HIPPA compliant, employing the highest standard of customer data and information protection. Clients can rest assured that information is safe and secure.


Contact us today for more information about our call center solutions and answering service.
1-800-645-2616
www.answerfirst.com - Answering Service, Virtual Receptionist, Call Center & Contact Center Solutions

Tuesday, February 15, 2011

Answering Service Client Testimonial

"Your answering service day staff is much appreciated (and your night/weekend staff too) – just wanted to let you know that I appreciate while the system is not perfect (and they can’t be) I like to look on the bright side and your hard work is exceptional. Please pass this along to anybody because you deserve a pat on the back."

Joshua C.
Ashley Tutors

Tuesday, February 8, 2011

Do you have an online management portal where I can access my account?

Yes, it is included at no additional cost. Our online account management portal is called Client Web Access and it was developed in-house with suggestions about design and functionality from our clients. By using CWA clients can access a wide variety of account information. Messages, performance reports, billing reports, average ring, average talk reports, recordings of all calls and much, much more is accessible 24/7 from anywhere via the internet. Data may also be queried by account and date range and if desired may be exported as a .csv file. While logged into the portal clients may also manage on-call after hour schedules or escalation protocols. Account screens and data may also be viewed and updated.

Contact us today for more information about our call center solutions and answering service.
1-800-645-2616
www.answerfirst.com - Answering Service, Virtual Receptionist, Call Center & Contact Center Solutions

Friday, February 4, 2011

Once an agent answers a call, it will never be interrupted.

This provides a much nicer experience for callers, as opposed to being repeatedly interrupted with, "Will you hold for just a moment? I have to answer another call." At our answering service the only time a caller is ever placed on hold is if the account instructions are for an agent to patch through a call. In this instance an agent would have to place the caller on hold while they attempt to connect the caller directly to a staff member at your office.

The only other scenario where a caller would not immediately speak with an agent can happens when the call first arrives. Our call center agents answer 85% of our calls on the first ring, at which time an agent stays with the caller until completion. An additional 10-12% of inbound calls are still answered by a live virtual receptionist, who takes the caller to completion, however they are answered on the 2nd, 3rd or 4th ring. The remaining 3-5% of inbound calls will complete the 4th ring, at which time a custom announcement, in your company name, will play to let the caller know all representatives are busy and that someone will be with them in less than 15 seconds. The caller is then placed in a hold queue where professional music is played until the call is answered by the next available call center agent. Our average hold time in this queue is 15 seconds or less. Again, because of how our answering service bills, we do not want callers in the hold queue. If they hang up, you miss a call and we don't earn revenue.

Contact us today for more information about our call center solutions and answering service.
1-800-645-2616
www.answerfirst.com - Answering Service, Virtual Receptionist, Call Center & Contact Center Solutions

Tuesday, February 1, 2011

How will you know how to answer the phone for my business?

As part of our set-up process, we ask for certain information regarding products and services, as well as general information about the business. This includes, but is not limited to, a company address, phone and fax numbers, web site address and directions to locations. If a client so chooses, it can be made to appear as if our agent is actually the office receptionist. Any information a client wishes us to disseminate may be provided. This includes everything from pricing information, FAQ's to emergency contacts. Very quickly agents will begin to "learn" more about the business, simply by answering calls. How quickly agents become knowledgeable is a function of how busy the account is and how long the client has been with our telephone answering service.

Contact us today for more information about our call center solutions and answering service.
1-800-645-2616
www.answerfirst.com - Answering Service, Virtual Receptionist, Call Center & Contact Center Solutions