Answering Service Case Study: Security Solutions for Security Guards

Gerard Hoover sighed. His new security guard monitoring system wasn’t working as well as he hoped. With his staff of guards scattered around the city and working alone, he wanted to make sure they were doing their job, as well as ensure their safety – especially at night. Each checkpoint at each fac…

Answering Service Case Study: Attorney Seeks Maximum Impact for Minimal Cost

Dustin Murphy was stepping into his future, with law school behind him and his new practice before him. He needed to make the most of the opportunities his law degree afforded him because he had financed his entire education; the young attorney had saddled himself with $150,000 in student loans. Ins…

Answering Service Case Study: The Dental Difference

Terry Tyler loved caramel. But as he chomped on the sweet goodness of his mouthwatering treat, something bad happened, something really bad. Stuck in the gooey caramel, his crown popped off. The candy’s sugar assaulted the raw nerves of the now uncovered peg his crown once protected, sending shootin…

Answering Service Case Study: Restoration Service Shines While Insurance Agent Falters

With rain pouring down, Jerry Tresman and his wife, Mindy, looked in horror at the water rushing into the basement crock that held their sump pump. The water was rising. Running continuously the pump couldn’t keep up. In minutes the water would surely overflow, flooding their newly finished basement…

Answering Service Case Study: Cleaning Up With Advertising

Jerry Pelzer started Commercial Cleaning and Restoration Services as a one-man company, so he was seldom in the office when the phone rang. After his old answering machine died, he realized he needed a reliable voicemail system. “The voicemail was sound and functional,” recalled Jerry. “It gave me p…

Answering Service Case Study: Coffee Shop Seeks Solution to Handle Fast Growth

Bret Haas opened Barista Bravo a decade ago to meet the need for a local, homegrown coffee shop and hangout. He had a great location and developed a regular clientele within his first year. He wanted to add some bakery goods to complement his hot and cold specialty coffees. When he developed a relat..

Answering Service Case Study: Apartment Tenants Get 24/7 Service

Allan and Peg Miller purchased their first investment property two years after graduating from college. Today, they own a small property management company that includes twelve units in three buildings. Surprisingly, they credit the success of their small company to their telephone answering service…

Answering Service Case Study: Communications Professional Hones Skills While Raising Family

Danita Foster, an accomplished professional, made a decision that changed her life. After her second child was born, she decided to leave her job as a corporate communications officer for a public utility and stay at home full-time. “It was so hard to leave my first child and go back to work, I just…

Guiding Your Customer’s Service Journey: Four Marketing Points to Consider

By B. Miller Creating a successful business depends less on products and more on the sales approach. Marketing strategies are important, but even more crucial is the customer’s journey, from start to finish, as they work with a company. Regardless of product quality, a business will struggle if they…

Four Ways to Improve Your Angry Customer’s Experience

By B. Miller Every business knows the pain of dealing with angry customers. An irate customer can cost a company new business. According to Marketing Metrics, it takes twelve positive experiences to make up for one unresolved negative interaction. News of bad customer service reaches more than twice…

Market the Benefits Your Prospects Want

Successful telephone answering service marketing is hard. Many answering services make the mistake of promoting the features they offer. Instead they should focus their marketing message on the benefits their prospects want. As you develop your marketing materials, put yourself in the perspective of…

What Information Should You Provide a Broker When Switching Call Center Providers?

In a prior post we discussed what to give your call center broker for your first project. This time we’ll address what information you should provide to a call center broker when switching call center providers. By supplying your call center broker with this information, you will equip them to find…

Keep Your Triage Nurses from Handling Basic Phone Calls

If you have a call center staffed with nurses to handle triage calls, you need to make sure the work your nurses do matches their level of compensation. Some work in a triage call center doesn’t require the attention of someone with healthcare training. Depending on your geographic area, the hourly …

Call Quality is Job One for Answering Service Success

For telephone answering services to find success in today’s competitive marketplace, a key essential is quality. Quality consistently ranks as clients’ top concern when selecting an answering service. Here are some key considerations when it comes to providing quality service. Clients Expect Qualit…

What Information Should You Provide to a Call Center Broker for Your First Project?

A call center broker can locate an outsource call center to handle your calls. A professional broker’s job is to find a call center vendor who will meet your specific needs, reduce your time to launch, and verify billing. But selecting the right call center vendor is key. If this is the first time …

What are the Risks of Having a Multilocation Corporate Call Center?

Though by definition, a call center is a centralized place where calls are answered, technology can now expand this basic understanding to include multiple, interconnected sites that comprise one unified call center operation. We’ve discussed the benefits of having a multilocation call center, which…

Answering Service Rates Don’t Need to be Confusing

Too many answering services generate invoices that are too confusing. These folks include surprise fees and unexplained charges. And too often, these charges are not at all what clients expect. Let’s look at some of the creative ways answering services have tried to hide their real rates from unsusp…

5 Must Have Call Center Report Types

Businesses thrive on statistics. At all levels of an organization, leaders make key decisions based on what the numbers say. Entry-level workers win affirmation, supervisors receive bonuses, and managers earn raises all courtesy of numeric results. While all businesses produce reams of statistical d…

Use a Call Center Management Portal for Quality Assurance Evaluations

At the heart of every call center is a heart that beats with the imperative for quality: Quality service provided by quality agents to drive quality interactions and produce quality outcomes. Everyone talks quality. Everyone wants quality. But how can you know if quality actually happens? The soluti…

Tap Outside Sales Experts to Grow Your Call Center

Although many factors can spur growth in outsource call centers and telephone answering services, the key growth driver remains sales and marketing. While reputation, quality service, and referral programs all help produce sales, the most results come from strategic marketing and professional sales …