24/7 telephone answering service Omaha, Nebraska

Maybe you remember the old “Laugh-in” television series, with Lilly Tomlin (sporting a 1940’s hairdo) sitting behind an old telephone switchboard.

During the comic routine, when the switchboard lit up, she would frantically try to connect new callers…but her fumbling inadvertently disconnected others. With telephone cords criss-crossed everywhere, the board was a maze of entangled lines that seemed to scream-out for help!

It was a funny scene, but more importantly, it demonstrated the by-gone era of telephone communications…along with its low-tech capabilities.

Today, the only place you’ll find an old switchboard is in a museum, or on-display in our lobby.

Advanced communication technology, by itself, means nothing until it is utilized to its maximum potential.

Since most call centers and answering services have access to virtually the same technology, you would think all call centers would be the same…but in reality, they’re not. Here’s why…

Whether we use email, voice, text, or regular telephone calls, our technology allows us to take “one call at a time.”

Here’s how the system works. When our agent is on the line talking to your customer, there is no need to interrupt your current caller in order to answer another incoming call. A different agent will immediately respond to your new caller.

Then, once your caller completes their communication, a “dispatcher” will quickly forward your message. This avoids the time-consuming (and discourteous) task of placing a caller “on-hold” while answering another call.

Other call centers direct their agents to dispatch their own calls…but this method will cause delays in reporting calls, especially when callers are placed on-hold.

That’s why we train our phone agents to take calls…and dispatchers to forward those calls. But there’s more…

We have identified and established 15 different “call classes” that represent individual agent “skill levels.”

Our agent who takes a call from a doctor, roofer, or plumber, has different “skill-sets” than an agent who answers customer service or order entry calls.

A doctor’s call is brief…and then immediately dispatched. In comparison, our customer service call responses are generally of the “How can I help you?” nature…where we identify and provide whatever information is necessary for the caller.

When a trained agent “turns on” to taking calls, our technology pre-programs that agent to receive calls for a specific call class.

Our system identifies the “call class” of an incoming call, and automatically forwards it directly to an agent in that class.

Thanks to transparent technology, our system creates increased efficiencies, reduces errors, and provides greater client satisfaction. After all, isn’t that what you’re looking for?

Here’s the progression we use for setting up a new account. We’ll initially discuss your needs, the types of calls involved, and then establish your protocol.

The protocol tells us how to handle your calls and messages, including on-call. We also obtain any pertinent information required, to adequately manage your call handling.

• Your company is then given a telephone number so you may forward calls to our call center.
  
  
• All of your pertinent information will be programmed into a script or informational format.
  
  
• We assign a “skill level” to your account.
  
  
• If required, we will train specific agents, or post notification for our agents to review your new account.
  
  
• If you wish, we can also provide a customized “automated greeting” before the call reaches our live agent.
  
  
• For calls that can not wait…we offer “priority call class” that will ring in on our agent’s second line.
  
  
• Our agent, with the same skill level that’s assigned to your account, will receive your calls. Once a message is taken, it will be forwarded to our dispatcher.
  
  
• The dispatcher highlights the call, reviews the message taken by our agent, reviews your protocol, and then proceeds with a call dispatch.
  
  
• Depending upon your protocol, you may even call us directly to receive your messages.
  
  

Walla! That’s it, a system that works like gangbusters.

Our state-of-the-art transparent technology is always there, allowing us to remove the frustrations and hassles of handling your day-to-day communication chores.