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What Can An Answering Service Do For You?
Posted by: | CommentsAt AnswerNow!, we are committed to helping the business owner stay on top of things with an array of comprehensive, service-oriented offerings to boost your bottom line. If you’re like many business owners, you often get overwhelmed with the amount of calls you receive during your workday – and after you go home for the night. Even worse, you may be missing out on sales, potential customer inquiries, or other important matters. You may even want to take the rare vacation but are nervous about missing that call from the one big client you’ve been trying to land.
Virtual Reception That’s Unmatched!
The virtual reception services provided by AnswerNow! let you take the worry out of missed messages and important calls that go unanswered. Our most basic services include overflow answering and after-hours answering – just imagine how profitable and customer-oriented your business will be when customers never again have to leave a voicemail! Our on-site staff (no work at home agents) is available to answer calls 24/7 in a prompt, courteous manner that lets customers believe they’ve actually reached someone in your office, not an answering service!
Customizable to Your Needs
When you’re able to provide this level of customer service and sales, without having to employ extra staff, your positive reputation will grow while your overhead stays small. Best of all, you can customize our services any time you need to. If you want to get away to the beach for a week and block all calls except those from a particular big client, you can do so! Let us know where you’ll be and how best to reach you, and we’ll make sure to find you when that important call comes in! It’s time to take charge of your business, and let your messages work for you – not the other way around!
AnswerNow! Services Call-to-Action Clients!
Posted by: | CommentsThe specialty of AnswerNow!’s call center excellence extends across a variety of consumer fields, including non-profit organizations and commercial enterprises. One area of expertise we’re most proud of is our efficiency in managing the needs of our call-to-action clients. As with our other services, call-to-action services are available 24/7, and are always handled by our personable, well-trained Customer Service Representatives.
What Is a Call-to-Action Client?
For those not familiar with the term, call-to-action clients refer to our clients whose advertisements are designed to facilitate an immediate response, or as such, a call to action. Because an urgent desire to act is invoked, it is important that a call center, such as AnswerNow!, be set up to handle a large sudden influx of customer calls without missing a beat, or letting a phone ring. The most prominent examples of call-to-action clients are brief sales commercials that announce “operators are standing by”. Even in this field, however, there are vital services in the call-to-action sphere that also require a fully-operational call center; this is most often the case with emergency plumbing or air-conditioning services, whose customers need to be able to request assistance immediately.
How Our Process Works
If a call-to-action client of ours has a customer call in with an emergency, such as a major plumbing back-up or a broken air conditioner in the middle of an Arizona summer, we take all of the vital information relayed by the customer; this is done as a virtual receptionist, which means we seamlessly appear as the business itself. The required information (pre-determined by our client) is carefully confirmed with the caller. Then, using predefined instructions, we contact our client’s onduty representative by their preferred method, be it phone, text or even instant message. After the successful transmission and confirmation of the message, our client is off to service a new customer within minutes. The originating caller receives a prompt visit from a repair technician; our client receives business that might have otherwise been missed, all while saving on the overhead of staffing their own after-hours receptionist. Contact us today to learn how your call-to-action business will benefit from a partnership with AnswerNow!
Our Reps Hard Work Pays Off
Posted by: | CommentsIf you walked into Dave & Buster’s a couple weeks ago, you might have found Customer Service Representatives from AnswerNow! enjoying a couple slices of pizza or a friendly competitive round of skeeball! Why is that? These dedicated representatives were enjoying a well-earned prize as the champions in our quarterly in-house quality monitoring test, surpassing all other in-house teams on scores and qualities that help make each call the quality experience you’ve come to expect from AnswerNow!
Another Reason We’re the Best
Last month we told you about The Business Journal ranking AnswerNow! as one of The Best Places to Work; we also told you about the strict set of guidelines we follow that allow us to consistently rank on the Association of Teleservices International’s top call center lists. This is where those two elements overlap, creating a motivational drive of excellence in our representatives that is present on every call. Our staff was divided into teams for this quarterly monitoring event, and were secretly measured on random calls against our own in-house call requirements and those provided by A.T.S.I. While all of our teams scored extremely high marks across our wide stable of service offerings, the highest-scoring on average team was treated to a celebratory night of pizza and team building!
We Continue to Strive for the Best
Even as our team celebrated with a night of much-needed fun outside of the office, they knew that their continued hard work and dedication was vital to not only their personal success, but the success of the company and each and every phone call placed. The ownership of this commitment to quality is what places AnswerNow! above the rest.
Excellence is in the Details
Posted by: | CommentsHere at AnswerNow!, we pride ourselves on being one of the call centers in The United States to appear on the Association of Teleservices International’s top call centers list, on a regular basis. We like to brag about the dedication of our Customer Service Representatives, and how they consistently rank the highest in the industry when it comes to call monitoring and observation scoring. Truly, an institution such as ours is unique in the call center industry. So what sets us apart?
Dedicated to Professionalism
Walking into our office, you won’t find your average collection of call center employees. You won’t hear music blasting, private conversations behind held over calls, or unkempt appearances. What you will find is a team of highly-trained, highly-dedicated, self-motivated industry professionals whose primary focus throughout the day is one thing: your call. Attention to detail is the hallmark of professionalism in an industry where accuracy and timeliness matters, whether we’re processing orders or acting as a virtual receptionist.
Accuracy, Timeliness Make the Difference
All of our Customer Service Representatives at AnswerNow! go through a rigorous training process in which we teach them how to listen and repeat back with accuracy. We thrive by making mountains out of the details; we impart this concept to our staff, who in turn ensure that the details of every call are captured, processed and relayed with pride and care. We know you only desire to do business with the best in the industry; we are here to meet that call and go above and beyond your expectations of traditional teleservices.
AnswerNow Recognized As Industry Leader
Posted by: | CommentsThrough our commitment to quality and true intrapersonal interaction on each and every call, AnswerNow has proudly been recognized as one of the best answering service centers in the nation. These recognitions are provided by A.T.S.I., the Association of Teleservices International. The organization sets an exhaustive list of criteria for services to be certified at various levels; they also monitor and review over 400 service centers in The United States.
AnswerNow Awarded Site Certification
One of A.T.S.I.’s highest honors, the 24/7 Site Certification was awarded to AnswerNow in recognition of quality service, organization and aptitude to handle a widely changing volume of calls effectively. To be awarded this certification, AnswerNow had to meet or exceed over 60 criteria items that were chosen to represent industry best practices and A.T.S.I. guidelines. According to the national organization, call centers awarded this certification, “…will have demonstrated to the satisfaction of the Certification Committee a high level of proficiency in recovery techniques, good business practices, documentation of procedures, and levels of redundancy necessary for 24/7 preparedness.”
A.T.S.I. Award of Excellence Repeatedly Awarded
Out of the over 400 centers monitored by A.T.S.I., AnswerNow has consistently ranked in the top 20 for several years. For the last three years our company has been awarded the A.T.S.I. Award of Excellence. This award is measured, among other variables, by the effectiveness of third-party “mystery calls” placed to AnswerNow at random times throughout the year. According to A.T.S.I., the calls are “…scored in several categories including, but not limited to, hold time, grammar, manners, verification of information given by the caller, and operator knowledge and confidence.” We are proud of our work in these areas, and continue to strive to provide the best in teleservices offerings thanks to our incredible employee team and dedication to our clients.
The Personal Touch of Every Call
Posted by: | CommentsIn the call center industry, it can become very complacent to process calls en masse to just “get through volume” or do as much as possible. While efficiency and a productive staff are good things, it never should come at the cost of treating any caller as just another number in a queue (and there should not be a queue to begin with!). When taking messages, handling overflow calls and helping schedule appointments is your business, it can only be done with passion and integrity on each and every call.
Personal Touch and the Extra Mile Set Us Apart
The personal touch placed on every call that comes through AnswerNow is what helps to set us apart from the other answering services. We consult with every one of our clients to determine the information needed from a message or appointment setting and then train our staff in your specialty area for call success. We also integrate your own existing software so there is no need to ever transfer information between databases and risk storage or information loss; on all levels, our virtual services allow our employee base to act as your staff, seamlessly.
Never Rushing, Always Focused
In addition to being well-versed on your information, our staff is trained and monitored to conduct every call with the highest level of professionalism. It doesn’t matter if you come to us to handle an overflow volume of calls or if you seek our services as an after-hours urgent-action live answering service, you’ll never have to worry about your customers encountering an employee that demonstrates anything less than the best in service. Never rushing the customer, our staff goes the extra mile in verifying names, phone numbers, times and any applicable spellings, ensuring you will never have an incomplete message. This is just a bit of what sets AnswerNow a mile above the rest.
A Focus on Our Mission
Posted by: | CommentsWelcome to AnswerNow! We’d like to take this opportunity on our first blog post to introduce our company and communicate some driving passions. Our organization was founded in 1976 as a comprehensive, full-service answering company offering virtual office services to a variety of clients in a stable of commercial industries. While providing complete answering service support integrated with the latest technologies, we also offer answering service support on call-to-action retail products and urgent action services (such as plumbing, air conditioning, et cetera). We strongly believe that our presence should be seamless to the customer; every call is conducted with a level of professionalism and integrity that mirrors that of your own office.
The Difference Lies in Our Services
Our complete services to commercial clients, consultants and call-to-action customers include after-hours answering services, priding ourselves on taking complete and accurate messages (while verifying information) so that you’ll always have all the information needed. Virtual reception allows us to answer as if we were actually your company, while overflow calling services ensure that a call will never be missed or delayed by an unexpected increase in volume in your own call center. We also offer a full-range of appointment-setting services (using your own software for complete integration), including client scheduling and automated appointment reminders.
A Commitment to Our Employees
Our other passion, which is integrated into everything we do, is our commitment to our employees. We recognize and appreciate that our staff is the true front-line of our operation, providing the quality and level of care that has catapulted us to one of the most successful answering service companies in the country. In the coming weeks we will take a closer look at the personal touch placed on every call, our training and employee recognition. company to rely on when communication is of the most immediate need.
