4 Reasons Why Answering Service Outsourcing Is a Wise Move

Don’t Believe Everything You’ve Heard About Outsourcing Outsourcing is a negative word to some people. This is likely because of what they’ve heard in the news media, an outlet quick to criticize outsourcing as an affront to the US economy and the country. They wrongly present outsourcing with a critical tone, and most people who don’t understand outsourcing are quick to dismiss it without knowing the facts. Here are four realities about outsourcing and the great service benefit it provides to companies and their customers: Outsourcing Is Not Offshoring: First, we must dispel the myth that outsourcing is the same as offshoring. It is not. To offshore a service or process means to send it to another country, that is, to go offshore. Although some outsourcing may go offshore, the reality is that most outsourcing done by United States-based organizations is to other companies within the United States. When people talk about their dislike for outsourcing, they’re referring to offshoring. They’re frustrated in dealing with people in other countries who have hard-to-understand accents. It’s important not to confuse the two, because outsourcing offers many outstanding outcomes. Outsourcing Reduces Expenses: In general, outsourcing is a wise business decision to lower costs. Though not the case in every situation, smart outsourcing to the right service partner will produce a cost reduction. This happens because the outsourcer specializes in the service they provide, whereas for a business that activity is but one of many elements they must master and excel at. Very few […]

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3 Reasons to use an answering service

  Outsourcing your customer service to a call center or answering service will make your business better for your customers and your days better for you. No more long wait times for your customers! An experienced answering service can cut down hold times drastically, and help you focus on your business’ bottom line. You won’t have to put your customers on hold while you or your employees help customers who are physically in your business, now your phone calls can get the individualized, efficient attention that your customers deserve. And you no longer have to worry about interrupting a customer who is standing in front of you to take a phone call that may or may not be a customer.   There are many valid reasons to hire an answering service, here are three. 1. Outsourcing is more efficient. Your customer service saves you money because you no longer have to use your employee’s time to answer the telephone or schedule appointments. Your employees can focus on the customers in your business while courteous, friendly, and efficient agents are waiting to help others by phone, email, chat, or text. Agents are specially trained to be efficient and handle any problems as professional representatives of your business. 2. Growth is scaleable to your needs. Outsourcing saves time and money, allowing you to concentrate on growing your customer base. Every business owner says their most valuable resource is time. As your business grows, or fluctuates with busy periods, agents can be added to […]

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Answering service solutions for small business

What to consider when choosing a small business answering service: How are Answering Services Different from Call Centers? In order to understand the small business answering service solutions we offer, it is important to understand the goal, and how these service differ from those of a call center. While both call centers and answering services may have the same goal – resolving customer issues – the kinds of issues they receive, and the way they need to be handled may differ. With answering services, in many cases the representative receiving the call must step into the business’ shoes and handle an issue such as rebooking an appointment or dispatching. The agents need to be able to think on their feet. Thus, an answering service must employ well-trained and highly capable agents who are prepared to deal with calls presenting completely different situations, where each call presents a new problem not always easily solveable simply by following a script. With a call center, on the other hand, the customer issues presented may be different in nature – not a life-threatening or business-threatening emergency, usually. Call center agents usually handle items such as helping to resolve questions about a customer’s bill, their services, etc, or to help explain how the programs and services work for them. Thus, call centers often operate on a two-level basis. The first level, that of a customer service associate, is to answer customer calls and handle any variety of issues that may come up, such as explaining how your […]

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24-7 Customer Service – always on call.

Personal Touch We have all had the misfortune to get stuck on the line with an automated phone service, and we’ve all probably yelled “I just want to talk to a person” into the phone. As a customer, you can understand the frustration many individuals feel when their provider has not invested in a live call answering service. During an emergency, you want to speak to a human being, not a robot. We employ a team of highly-trained customer service agents for the perfect blend of friendliness and professionalism on every phone call — an understanding listener who is well-equipped to respond to your customers. These opportunities to provide personalized customer support are what make or break a company’s customer service reputation.   Customer Service All Day, Every Day Whether your customer is dealing with a technology issue or a health emergency, it is essential that they can quickly speak with someone knowledgeable. Fields like healthcare, that don’t operate on the typical nine to five schedule create a need for customers to have access to services 24-7. We ensure that your valued customers receive quality assistance at all times, even if you’re off the clock.   For many industries, it can be challenging to maintain excellent customer service as your company grows without hurting employee productivity or sacrificing work-life balance. Live answering services are the answer to this dilemma. Not only does it improve customer relations, it also allows companies to delegate customer service tasks and instead devote more time […]

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How to choose an answering service

The image a consumer has on a business can have a huge impact on its success. As a professional business owner, you would expect that any company you do business with would be at the same level of professionalism. When trying to decide on seeking out a professional answering service to become an extension of the company, make sure that you select a business who can adequately handles your needs. Read more to see how to choose an answering service for your business. Experience where it counts! When trying to decide which professional answering service will best meet your needs, make sure you go with an experienced company. Having been already established in the industry will be familiar with how things operate and can quickly learn to adapt to your specific needs. Customized greeting and scripts can be made specifically for your callers. These could change depending on the time of day, day of the week, or holiday season. Any and all specifications can be arranged, no questions asked. Voice of the client! A professional answering service is like any other business, where it aims to meet the needs of its clientele. Making sure that the business you are going to partner up with has some recommendations on its side. Check out reviews of other companies who have used the answering service. Make sure all your needs are being met and that the level of service you expect, you receive. Professional Agents! Your calls will be answered promptly by a […]

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The Best Customer Service creates Customer Loyalty

Consumers are very hands on with products and services they order and use on a daily basis. Consumers are more comfortable with reaching out to customer service now more than ever. Expectations have always been to provide the best customer service. So why not focus the attention on who communicated with the consumer the most? The customer service agent! What do we mean by the customer service agent? There are many things that have now become the “norm” for the type of service we receive, so we have come to expect that customer service will be provided by someone who: Has received adequate training! Genuinely wants to assist the customer! Is happy about the work they do! Well, to begin with, agents must be adequately trained in order to feel confident in being able to assist with customer’s concerns. The first impression is a great opportunity to win the customer over. By having product knowledge and being able to readily answer questions, the customer is more likely to want to do business with you. It takes a certain kind of person to be able to work in the customer service field. There must be a genuine wanting to assist individuals. By being able to answer inquires of products or services, customers  feel valued. By making sure that the customers concerns are being addressed, by someone who is actively listening to the customer and is empathetic to the situation. “Smiling” through the phone may seem like something that wouldn’t make a difference […]

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Answering Services Expectations for 2017

Businesses take the new year as a new opportunity to have success! Whether they were in a rut last year or simply want to see more revenue this time around (and who doesn’t), some adjustments and tweaks might be needed to be made, to get the desired results. So what are companies not taking into consideration? Small businesses and large corporations alike are using local answering service solutions to meet their expectations. But sometimes these expectations are not being quite met or just need to reconsider their focus. Here are 3 tips to consider that could help the overall process and lead to more success overall. Make is a seamless process! Customers appreciate the fact that companies are becoming more multi-channel oriented in regards to how they provide customer service. But are they really being assisted adequately? It is true that some companies provide Facebook “Like” pages or even a Twitter Account for customer support. But an automated response with a number to call or a link to follow is not good customer service. Companies need to make sure that if they are providing tools for customers to reach them, responses should be prompt and through the same channel! Don’t make the customer work harder to get assisted! Stay current with customer interaction! Aside from seeking assistance through different avenues, customer also simply voice their opinions and reviews of services rendered. Local Answering service solutions are no longer only on the phones! Agents should be ready to answer customers questions, […]

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Best Answering Service Practices

Businesses of all shapes and size have taken advantage of utilizing an answering service for the customer service. From a small dental office to a large network of physicians, an answering service would quickly add structure and order to your business. There are plenty of them out there, so what is there to be expected? Let’s take a look at some of the features and practices that would be gained from using the best answering service out there. Features that should be expected: 24 hour Live Customer Service agents available 7 days a week. Bilingual agents available to meet the needs of an ever growing Hispanic Clientele. Multi-channel communication options including phone support, email help, and live chat. Dedicated agents available for businesses needing a stable representation of their company. Emergency Dispatching Message service available Schedule appointments and have reminders sent out! Messages are clear and detailed from after hours callers and are made available at our convenience. Some other great practices that business are becoming more and more aware of to meet their customers’ needs: Customers appreciate being tending to promptly. No one enjoys having to sit on hold and wait to be attended. So how do you eliminate the problem? Live agents make this possible on every call! Customers expectations are to speak to someone they can clearly understand. Not need to outsource call centers, when US based answering service is available with English proficient speakers. Speaking to someone who represents the company and has a understanding for […]

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Top Real Estate Answering Service Needs

In the real estate industry, every call is important! By using a realtor answering service, you can rest assure that your callers will always be tended to. What other needs will be met when using such a service? 24/7/365 available service! whether you are in the middle of a showing, or its the middle of the night, your clients and potential buyers may reach out at any time.Our agents would be available day or night to take any all of your calls, including all weekends and holidays! Updated listing information! Agents will be able to provide your callers with up to date listing information and information on other listings. Descriptions of the property, detailed listing information, and open houses can be relayed to your callers upon request. Keep your schedule! Have consultations and appointments set with both potential sellers and buyers. Agents will have access to your schedule and can set up appointments as needed. You have gained a personal assistant that will remind you of daily itineraries and weekly events! Calls are screened! You will no longer have to stop in the middle of a meeting to take a call. Your calls will be filtered and you will be forwarded your messages at your convenience. Messages can be taken for calling back, or you can have an agent reply via email. Bilingual representation! Agents would be available to assist customers in their native language where necessary. No longer have the language barrier affect your business, when potential customers are only […]

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Top Quality Healthcare Answering Service

Having your own small medical practice or being part of a large network of doctor’s, the need to be available for your patients is a must. Whether they are trying to set an appointment or have a medical emergency, patients appreciate knowing that they will be able to get a hold of you whenever they need you. By adding a top quality healthcare answering service to your business, you would be able to assist and provide your patients with what they need! 24/7/365 Availability! You might have everyone available currently assisting someone else, an overflow of live calls coming in to your office, or maybe you are already gone for the day, but patients are still calling in. By having a healthcare answering service as part of your team, there will never be another missed call! Professional agents are attentive and ready to assist your callers as needed! Bilingual representation is also available as needed. 100% HIPAA Compliant! There is nothing more important than keeping the patient as top priority. This not includes tending to their needs, but making sure that all there information is secure. Not only is this for privacy reasons, but it is the law! A secure web portal would be used by agents to take down pertinent patient information and will be able to notate the account properly. This would be made available to you as the physician and as well as selected staff members. Patient information will always be secure! Professionalism and great customer satisfaction! […]

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Great Customer Service means Putting the Customer First!

In business within a particular industry, similar items and companies have success that can be directly related to the amount of market competition. The need of engaging new customer interest while being able to retain existing customers can become a difficult task. So a company will need to do whatever it takes to remain fresh in a customer’s mind and readily available to provide the service needed. The only way similar companies can set themselves apart from others is by providing exceptional customer service! Making the customer feel valued is everything! There is nothing personal or pleasing about using an automated system or needing to deal with answering machines. No one likes having to deal with repeating information to a machine or having to press a series of buttons just to get a hold of a representative. Customers like speaking to a live person, and quickly! Using an answering service to handle all your customer service needs will impress customers by having someone always readily available and their concerns addressed promptly. Customers become loyal! When customers have a great experience with a business, not only are they likely to return to use the service, but they also spread the word about your business. Customer service agents from an answering service are trained to go above and beyond the expectation of your callers. Agents are fully trained to handle a variety of incoming calls and are equipped to address the caller’s concern. Overall organization! By having an answering service handle all […]

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Looking for a New Answering Service?

Keeping up with technology is definitely easier said than done. In this fast paced industry, change and adaptations are a must. Discover how using an answering service will make you leave your voicemail service in the past. Your business will be able to greatly benefit from being able to extend the workforce of the business without breaking the bank. Here are 5 findings that would surely make you consider taking on a new answering service: Don’t rely on voicemail! Discover how having live agents to greet your callers on every call will increase your customer satisfaction! Customers appreciated being able to communicate their concerns with a live representative instead of needing to wait for the beep and hope for a call back. Full availability! Extend your business hours for incoming calls to include all hours of the night, weekends, and holidays! Service is available 24/7/365 with live agents being able to assist with phone support, part of an email team, or even live chat services. Have your calls screened! No longer will you need to spend crucial time that can be used more efficiently elsewhere by answering unnecessary phone calls. Callers who need assistance with ordering or setting appointments can also be assisted by our agents, leaving you with more time to work. Quick access to general information! Callers have access to knowledge with incredible ease, by simply having it available a phone call away. Your callers will not have to wait on hold for an available representative. Messages delivered […]

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A Specialty Live Answering Service and You!

From small businesses and individual practices, to large corporations and network of medical professionals, the need to provide excellent customer service should always be a set goal. A business is only as good as its clientele base. A specialty live answering service can provide the precise type of service and dedication that you are in need of. Companies from all sorts would be able to benefit your company. What type of business/industry could this work for? Here is a short, but in no way complete list of some of the professions already taking advantage of using such a specialized service. Doctors Lawyers Real-estate agents Apartment Managers Health Insurance Online based sites By utilizing a specialty answering service you allow your business to grow as a whole. Less work for an individual, means more time to focus and dedicate to the work at hand. Customer service agents would be able to dedicate themselves to answering any and all of your customers concerns promptly and professionally every time! Have messages takes, set appointments for consultations, and even take after regular business hours phone calls. The benefits are endless! 24/7/365 service! Live agents! No answering machines! Emergency and Dispatching Services Dedicated agents to your company! Everyone wishes they had more hours in a day just to simply get through a day’s work. Until we have figured out a way to create more time, we simply need to focus on using the time we have wisely. By splitting the workload of some time consuming […]

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Reasons to switch to a Live Expert Answering Service

Having an office space or place of business brings customers literally through your door and you are fully prepared to do business. you have built up the name of your company and feel proud of what it represents. But what about customers who seeks assistance or services through other means? Phone support is a must! Not just any support, but support at the same level you run your business. hiring a live answering service might just be what you need. Give a great first impression! Never miss another opportunity! Call filtering and dispatching services! A first impression is a lasting impression, good or bad. Every call is an opportunity to represent your business and impress the customer. A live answering service will provide fast and adequate assistance. Your callers will not have to deal with an automated service or an answering machine ever again. Customer appreciate the level of service and will have been impressed share her experience with your business. A great live answering service would be available 24 hours a day, 7 days a week. Your customer’s may have questions regarding products, or would like more information on services they may potential request from you. Don’t allow your callers to sit and wait for someone to answer. They may just get frustrated and easily go the competition. Why allow that to happen. Have agents available day and night. Had to deal with calls while you are in the middle of something, only to find that call could have […]

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Finding the Right Medical Answering Service

No matter how small you may think your practice is or how intricate a larger network you are a part of may be, ways to save money are always a positive idea. By hiring the right live medical answering service, you can be on your way to doing just that. Here are some simple guidelines of that you should make sure the medical answering service you select is the best fit for your business… Make sure they are HIPAA compliant! The Health Insurance Portability and Accountability Act (HIPAA) is set in place to make sure that information personal and private patient information is protected. The correct type of software must be used in order to “share” information. Access to a private web portal would make information only accessible to physicians and selected staff members! Full Availability!   Make sure the service you are seeking offers available agents round the clock. Services can be needed say or night, so your practice should be available for said calls. Service should be offered 24/7/365. Professional agents should be available to take calls at any moment and the option for bilingual agents would definitely be a plus. Emergency and Non-emergency call filtering! Calls come in all hours of the day and night. Hiring a service to take these calls for you would be a great way for them to be filtered. No longer will you need to take “emergency” after hour calls that could have waited until morning. Allow our agents to be the […]

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Why use a Property Management Call Center?

As the property manager, you can be in charge of just a small complex or of various locations. Your main focus is to make sure that everything is running smoothly in all properties. Adding on a property management call center is cost effective and efficient. You would still be able to carry out your everyday duties while having the piece of mind in knowing that there is someone there assisting you at all times. What you would be able to come to expect from using such a service is: Available 24/7/365! Handles live call overflow and answers any and all after hours calls! Assist with emergency and non-emergency situations! By using a property management call center you gain the addition of available professional agents when your tenants need them the most. We understand that your job is to take care of them, we simply want to make your job easier. Agents would be available to answer calls at any time, day or night. If you already have normal office hours but can sometimes deal with live call overflow, allows us to make sure every call is answered. Agents are available on nights, weekends, and holidays! When dealing with properties, emergencies can arise. You as the property manager can determine what is deemed as an actual emergency and what has the ability to wait until morning. If the call is determined to be an actual emergency, we would have a list of the appropriate individuals you would like us to send out; plumber, […]

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The Best Customer Service Adapts throughout the Years

Wherever you find a company, there will always be a need to provide an avenue for your clients to reach a customer service support team. As technology has evolved, so has the role of customer service and how alternative interaction options are being implemented. Voicemail, a thing of the past! A small business or a start-up company would quickly realize that they need assistance with being available for all their customers. A toll free number could have been obtained and a voicemail feature would then be added for live overflow calls, or after normal business hours. Customer’s expectations are to be able to reach a live person, day or night. Websites come to life! Business were then quickly trying to place themselves on the internet by providing website availability for their business. Make sure that the website is user friendly, has an easy to use interface, has more than enough information for the customer, and offers methods of communication. Customers like the ease of communicating with someone but also appreciate being able to find information on their own. Is anyone there? Now with customer service, we have an additional method of communication between customers and the business. Communication with agents through emails or even live chats are now being implemented and companies need to keep up with the latest trends, or be left in the dark. Customer service is quickly transitioning to the digital world. Social Media is Everywhere! Now in 2015, business have to keep up with the trends […]

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Healthcare Answering Service

Healthcare and medical clinics are reaping the benefits of using a professional healthcare answering service. But how to know which company is the right one for you. We have been in service for over 10 years. Our agents are extensively trained to answer all your calls in accordance to your needs and take down information accurately, quickly, and confidentially. So what else can you expect from us: Reliable communication Organized and Efficient Affordable Private and Secure Reliable Communication: Relaying a patient’s message can be crucial. Making sure that all messages are communicated, delivered, and followed up is key. Whether there is a minor medical issue or needing an update on a prescription, the urgency of these messages should always be at top priority. Organized and Efficient: There will no longer be an issue with wait times. New and existing patients want to be attended to quickly. The mindset of the caller could be elsewhere, and agents need to be alert and ready to handle any situation. As a leading healthcare answering service, we have trained our agents to maintain professionalism at all times and have a genuine concern for every call. Affordable: By utilizing a healthcare answering service, you will save money! There is no longer a need to have a dedicated receptionist to your practice. Our specially trained agents are proficient with medical terminology and are available beyond the limits of an on staff employee. Increase your availability while still remaining cost effective. Private and Secure: As a healthcare […]

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24/7 Elevator Answering Service

Does your residential or commerical property have elevators? Most likely, your answer is YES. In that case, it is critical to have elevator support services. Live elevator answering service from trusted call centers like Endicott can provide your company with 24/7 availability and reliability. When an emergency strikes, be assured that our calm and professional agents will provide top tier customer service. Elevator Answering Service Solutions Entrapment calls: live answer support from our experienced agents Maintenance: dispatch emergencies or take messages as required by the client After hours: for both entrapment and maintenance (dispatch to on-call service technicians) call Benefits of an Elevator Answering Service 24/7/365 Availability Utilize OUR Resources – we have the expensive telecom equipment and flexible, scalable staff required for your elevator answering service Professional and Courteous Agents Give us a call or contact us here to request a free quote and see how we can help your company. At Endicott, we will customize our solutions to fit your unique needs.

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Touchdown Worthy Customer Support!

A true diehard fan will continue to support their team through the very end. Scoring at the final moments could be an epic experience. Fans are ultimately satisfied by the level of service they were able to receive and the pleasant experience that came with it. The same concept can be applied when making a plan to provide excellent answering service customer support. By using a professional answering service, your business is sure to come out on top. By staying focused and dedicated to the task at hand, we can expect to benefit while still providing impeccable customer support. In order to get success, the goal is to gain: T-ime saved from no longer needing to answer every call! Agents will handle any call volume allowing you to focus your attention to your work. O-pen availability! Using the service means staying available 24/7/365, agents are fully trained to tackle on any customer concern. U-nwanted phone calls are filtered. We can handle general related questions, sales calls, or even wrong number calls. C-ustomers satisfaction with impressive response times and follow up procedures. H-old times are eliminated. No longer will your customers sit on hold for someone to answer. D-edicated agents who answer promptly and professionally representing your company by becoming an extension of it. O-ustanding customer support through multi-channel communication, phone, email, and chat support. W-ays of having more direct communication with customers through the use of social media and in house survey reviews. N-ew and existing customers become loyal to […]

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In Need of a Reliable Answering Service?

Have you ever called a customer service line only to speak to someone who clearly was not in the mood to provide any type of service? As a business owner who uses a call center for your client’s customer service inquiries, you would expect a certain level of professionalism. What else should you be expecting from a reliable answering service? Agents should sound enthusiastic! Your callers should be greeted by warm and friendly voices who genuinely sounds like they want to help. Greeting should include the agent thanking the caller, state both the names of the business and their own, and lastly, ask how they can assist. No speaking over the caller! Customer service agents tend to think they sometimes know the answer before the caller can even finish asking. The customer should always be allowed to speak first. Regardless of what the agent thinks they might now, the tip here is to listen! Again, this doesn’t mean just allowing the customer to speak, but actively listening to the caller. Be aware of what you sound like! Customers can assume a lot from the agent simply by just the tone of their voice. If the caller is not please with the level of service, this could simply be an easy fix by addressing the agents tone. A slight adjustment and being more aware of what one sounds like to the caller can make all the difference. No one wants to get helped by someone who seems indifferent about the call. […]

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Best Answering Service Benefits

There are many great answering service benefits and opportunities arising from businesses hiring on an answering service. There is no need to start with a generic toll free 800# to give out to customers, who would then be greeted by an automated service and asked to leave a message after the beep. Hiring the best answering service available would provide customers with better overall experience. A live person is always reached! By having someone always available, customers will be more likely to stay on the line and do business with you. Customers do not like being greeted by a machine and a series of options. Customers would most likely hang up and try the next competitor. Make sure your business is not being skipped over! Cost effective options! The best answering service will offer your business the option for a plan that meets your needs. Depending on the call volume experienced, different options are available for the type of coverage that you need. Only pay for what you need! Save even more money! If you are just starting up your business or even already have an established location, there is no need to invest in additional space, equipment, and staff. By using an answering service, your business will surely save money and you avoid the necessity of spending more. Maintain a professional reputation! Friendly and polite representatives understand the importance of customer interactions and the integrity they uphold while representing your business. They in essence become an extension of the […]

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Office Answering Service – Never Miss Another Call!

Small offices sometimes overlook the benefits of using a live answering service. Whether you are a small web development company or a medical clinical who could use 24/7 live support, using an Office Answering Service would greatly impact business for you and your customers! There are several benefits that will arise from using the correct service: No more recorded voice mails! Your customers will always be able to speak to a live representative. No need for leaving messages on a machine. Not only are customers annoyed by machines but the messages can get hard to understand (not to mention, often with not enough customer information). Instant access to your messages! Enjoy the benefits of having all your messages made available via email. This way you can access them at any point. You could also have your messages sent to you via text or even a daily fax report every morning! Information will always be easy to understand and complete with detailed information. Have Customized Greetings! Agents in an office answering service will greet the customer as an extension of your company. Customers will have the ease of knowing they’re speaking to someone who represents your company well, and will follow a script at your convenience with every call! Never miss another call! Our bilingual agents would be readily available to take all your calls, days or night. Calling services are available 7 days a week, holidays included! Your customers will greatly appreciate knowing they can speak to a live agent […]

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Selecting the Best Call Center

As companies continue to grow, a helping hand is often sought out. As the amount of your clientele increases, time and attention to a particular task can start suffering. Customers on the phone also need some of that already stretched out attention. It may be time for your business to explore the options of using a call center. But how to know which one to chose? Are there different options? Call centers professionalism should reflect your own! As a business, your company’s name is on the line. Making sure that your call center uses only highly trained agents who are courtesy and professional at all times should be a set standard. Personalized greetings and customized scripts should also be included! Make sure that your brand is being represented well. Calls should be answered promptly and effectively! When a customer is calling in to speak to a customer service agent, they already have something in mind that they need to accomplish on the phone call. Agents should be promptly available to answer the calls quickly and should be able to assist the customer on that call. Customers like being tended to quickly and would like their issue resolved on the first call. Multi-channel communication! With technology and social media on the rise, customers appreciate easy accessibility to being assisted. Call centers should be keeping up with the times and be able to not only offer live phone support, but other options would be greatly appreciated by customers. Email support, live chat, […]

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After Hours Customer Service

Having a regular business hours and closing up means customers are then either greeted by an automated service or an answering machine asking your callers to leave a message after the beep. Not only do most callers not leave a message, but those that do often times don’t provide enough information. Why miss opportunities by allowing your callers to find another company who is open after “regular” business hours? Hiring Endicott for your after hours customer service would be the perfect solution for your current predicament. What your business stands to gain is incredibly beneficial: Open 24 hours a day means no missed opportunities! Available as needed for all weekends and holidays! Bilingual professional representatives trained to assist Spanish speakers as needed! Even if your office hours are only a standard 9 to 5, why limit your customers to only being able to call during those times? A voicemail service is impersonal and unreliable. Callers sometimes give detailed information of products they would like to order or services they are needing, but don’t provide a call back number in their messages. Eliminate the hassle. An after hours answering service will provide customer service agents ready day or night. Despite your business actually only being open on a Monday – Friday basis, why not allow customers to call in and set appointments or order products/services at any point? Maybe your company is online based and could used customer support. Our agents would be professionally trained and adequately prepared to handle any […]

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A Landscape Answering Service will help your Business Bloom

As a landscaper and business owner, you have plenty of duties to tend to on the daily. From broken sprinklers, to checking out a new site, to finishing a week long project, your time is your business. So why not make the most of it? Maximize your time and efficiency by allowing a landscape answering service to help your business flourish. Keep to your schedule! In this industry, there is always something that needs to be done. Allow an landscape answering service to give you an extra pair of hands. With existing clients who are calling with concerns, our agents are aware that service is already a routine and can assist with their concerns. With potential clients, appointments and consultations can be set. Always answer! Being out on the field or at the garden store picking up supplies leave little room for wanting to deal with phone calls. Agents would be able to handle any and all of your call volume, day or night (that is weekends and holidays included). You never miss another opportunity, yet you still are distraction free. Its a win win. Use as needed! We understand that in this industry some jobs may require year round service while others may just be seasonal. Our landscape answering service can deal with high volume with plenty of agents on staff to answer calls, to low volume periods where only placing a couple agents on service would be required. A custom plan can be made up to meet your […]

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24 Hours Medical Answering Service is a Must!

As a physician, you understand the importance of being available for your patients at all times. Patients will be wanting to call at different hours of the day and night and expect someone to be able to assist them, and fast. It may be beneficial to use a 24 hours medical answering service who can tend to your patients’ needs. Immediate responses! In the medical industries, not all calls can wait until morning for normal office hours. Patients sometimes need assistance and as a physician, there is a level of obligation and responsibility there to them. Agents available after your normal hours would be able to answer all of your calls and be able to determine whether it is an emergency or not. These specifications would be determined by you and calls would only be dispatch per your instructions. Live call overflow! During your normal office hours, you may already have someone in place to answer your calls. But what if they are on another call or assisting someone who is there in person? Agents would be available to immediately take any live overflow calls so your patients do not have to sit and way to be attended. Maintain your Schedule! Agents would have access to your calendar and be able to, set up appointments, confirm them, reschedule, or even simply cancel. You would be notified of such modifications by your preferred method of communication. This could be email, text messaging, paging, or even a fax. Options are there available […]

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How is a Physician Answering Service beneficial?

Working in the medical industry, your time is most wisely spent on tending to patients. Clinical staff is left to tend to walk in patients, patients with appointments, and anything else you might need of them. This leaves very little room to tend to the phone. Using a physician answering service will give you the peace of mind knowing that your calls are being answered while everything else is still going on. With the additional of a physician answering service, one could expect to see many great benefits arise from taking on such a service. Here we have listed a couple of the major things that would quickly become evident from the addition of such a service: Agents would have access to office calendars and have the ability to schedule appointments Reminders for scheduled appointments and follow up assessments can also be performed as a daily task. Patient information is kept confidential and private per HIPAA compliance. Web portal software is used to make messages only available to physicians and staff. Open availability! Live agents are available to take calls day or night, weekends and holidays included! Call are screened! Agents can determine what you as a physician specify is deemed as an emergency and can dispatch calls as necessary. Reap the benefits of adding a physician answering service to your practice. A one doctor clinic or a whole network of them would all be able to better their business. You will be saving time, which in turn will save […]

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Why your practice needs an Attorney Answering Service

Small practices and large firms alike can always use a helping hand, or an extra set of ears! Hundreds of law offices use a professional attorney answering service to help with everyday tasks. This allows for round the clock service and professional assistance guaranteed. A customer service specialist can assist with setting up the right customized service for your business needs. Customize Scripted Responses! Our agents would be routed calls specifically for your business, how they answer is entirely up to you. Our software allows for changes in answering instructions based upon your requests, including: Different times of the day (allows room for lunches/meetings) After-hours (answering after “closed”) New Clients Existing Clients Case Type Emergency Scenarios Great benefits can arise from adding an attorney answering service to your practice. What can be expected from our agents? Live Service 24/7/365! Never miss another opportunity. Calls are answered promptly and professionally. Understanding the caller! Our professional agents are specially trained to assist in the legal industry. An US based attorney answering service will not only be easier to understand, but will provide knowledge on the subject matter. Time is money, save both! Meeting up with clients, handling another case load, and maintaining organization of the workplace is hard enough. The help we would provide would allow you to focus on things other than the phone ringing. Consultations and appointment setting! Whether an existing client is calling to present a possible case and set up an initial consultation or an existing client just […]

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Medical Answering Service

A variety of business from all sorts of industries rely heavily on live answering services to provide communication between them and their customers; the medical field can surely attest to that. For over 10 years Endicott Comm has been delivering the best doctor’s answering services on the market. Not only is there a specific Medical Answering Service, there are also certain regulations that need to be met specifically for them! When dealing with medical information, patient privacy and security of phone calls are top priorities. Also, when using such a service, it is important to stay current with all regulations. Is there a specific requirement that distinguish a medical answering service to any other? Yes! The Health Insurance Portability and Accountability Act (HIPAA) sets a strict standard on how companies that deal with sensitive and private patient health information is handled. How secure is the information? All customer success representatives are trained to keep all messages and information gathered during a call made with the medical answering service are entered in a web portal that would be accessible to all the pertaining medical offices. Said offices will have the ability to make these portals available to their physicians staff members. Are the customer success representatives knowledgeable on the subject? Certainly! Our medical answering service team is kept up to date with any current changes pertaining to patients, policies, and procedures that must be followed. What are the benefits of using a medical answering service? Patients will always have access to […]

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Benefits of a Live Answering Service

Running a successful business means trying to find the balance between effectively meeting your customers’ needs as well as carrying out the duties for that day. How well a company does is directly affected by how satisfied their customers are. There are countless things that need to get accomplished each day as well as needing to be available to answer any questions and/or concerns your customers may have.  This is where using a live answering service will benefit your company greatly! Using a live answering service means that you can: Be sure every call gets answered! Set appointments and tend to urgent messages! Be reached 24/7/365! Every call gets answered! Keeping busy is never a problem. Being available to answer the phone every time it rings though, that can cause a disruption in your work getting done. Using a live answering service, you will never miss another call. Customers have the ease of knowing that they can talk to a live person about any concern or inquiry at any given moment. Talk about great customer service! Set appointments and tend to urgent messages! During regular business hours, you tend to be occupied throughout the day and unable to assist others. If you find yourself unavailable, our live answering service can accommodate to your customer’s needs by setting appointments, taking down messages, and getting a hold of you for urgent matters (as instructed by you). Be reached 24/7/365! Most businesses are not open all day and all night, but customer’s can […]

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Funeral Answering Service

Whether you are a funeral home or a cemetery, an answering machine for your business simply is no appropriate. In these times of need, callers expect to be assisted by an actual person, not a machine. Using a Funeral Answering Service is the solution. There are several benefits that can be expected: Ready when needed. A live agent will answer every time with the caller in mind. No need for automated prompts or an answering machine. Compassionate agents are always available to answer, day or night, 7 days a week. Customized directions can be given to out of town family members and friends. People sometimes get lost or simply need directions. Our agents will answer in a calm, comforting voice and will be able to direct as needed. They are welcome to also just provide address and times of services. Proper escalation for callers with complex needs or with specific instructions will be handled accordingly. Our agents would be ready with information you have provided as well as be able to page someone as instructed. Quality Assurance is guaranteed in every call. There should be no doubt that every call is handled in a professional manner. A dedicated team is in place to assure quality control in every call. Furthermore, every call is recorded in case there is ever a need to review such call. This guarantees quality for your callers and your business. Part of your business is to tend to your phone service. Allowing a funeral answering service […]

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Why use a Live Operator Answering Service?

When it comes to customer loyalty, as a business owner, you must ask yourself two questions: (1) what kind of impression are my customers leaving with? (2) are the customers satisfied? Not only would one hope that every customer was left with a positive and lasting impression, but that the customer finds they are more than satisfied with the service provided. So how does one translate this into customer service based over something like phone support? The implementation of a Live Operator Answering Service to your business can bridge that hope of impeccable customer service. First impressions still go a long way. Companies can offer the best service available at some of of the lowest rates available, but if their customer service is terrible, customers will not return. Everyone has had a bad experience at a restaurant or even drive thru window. Not only do people remember their bad experience and never come back, but they share this with anyone who will listen. The use of a live operator answering service will surely add benefits to the level of customer service provided. Benefits Include: Live friendly agents make each interaction a personal one and are they are ready to answer any volume of calls. There is no longer a need for irritating answering machines or tedious automated and voicemail services. An answering service means around the clock assistance, that’s 24/7/365! Professional agents are trained to handle every situation and have the necessary tools to assist your callers regardless of what […]

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Is Your Live Answering Service Meeting Your Needs?

As a business owner, you want to make sure that you are being most productive, cost efficient, and most importantly, making money overall. Many companies tend to utilize a live answering service to assist with the high volume of phone calls. But are they choosing the right fit for them? Top 5 Questions You Should Be Asking Is the service available when I need them to be? Do they represent my company well? Are they handling escalations as needed? Are agents professional on the phone? Are they able to fulfill special requests? -By choosing to go with an answering service, you create flexibility and availability for your clientele to reach you when you may be out of the office, occupied with another customer, or maybe even gone for the day. Our live answering service has been providing assistance 24/7/365 for over 10 years. Has yours? -Our specially trained agents become an extension of your company! They will greet your caller’s promptly and stay scripted within your specific guidelines and needs. Customers want to know that they are talking to a competent agent who knows about the company. -Do you need to be paged in case of an emergency? Would you prefer to have an email or fax first thing in the morning with all your messages? Live answering services are now providing more than just a voice on the other side of the line. Our agents would be trained in how you would like specific situations handled. -Our highly trained […]

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Using a Legal Answering Service

Why Hire a Law Office Answering Service? Time is money! So why waste it? Despite having office hours, law offices are contacted during all times, day and night. Missing a call means missing an opportunity. Having this in mind, there are several benefits in considering hiring a lawyer answering service. Tackling on case files and dealing with incoming calls just adds disruption to the process. By using a law office answering service, you can have a peace of mind. By hiring a law office answering service, you can expect: to never miss another call! If you are typically out of the office or find yourself unable to answer, or even if you are closed for the day, we will always have a live agent available to take your calls! (That’s 24/7/365!) Specially trained customer support agents who are familiar with legal terminology and laws. Agents are aware of pertinent information to be collected and are able to schedule consultations clients, new and existing. Agents greet your callers with a personalized greeting and are familiar with your business, hours, practice, and availability. free up time of your staff to assist with other tasks! Adding a law office answering service will ultimately benefit you in the long run! Save money by having our agents take your calls, not a full time receptionist on your payroll. Have appointments and call log reports waiting for you at the beginning of the business day if you so choose. Have the option to be notified directly, by email, […]

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Why use an After Hours Answering Service?

Customers calling after hours are typically coming across an automated service or an answering machine. Hopefully there is even room in the mailbox to leave a message to begin with. This is why using an after hours answering service is a must. Customers would much rather speak to a live agent! Any unanswered calls is a loss in potential revenue! You have missed out on an opportunity that otherwise would have been available if the call would have been answered. Using an after hours answering service, we will always be available, 24/7/365, for your customers! Do you have too many calls? That would mean you have too many customers, and that should never be the case. You want to be as productive and efficient as possible. Leave all the call handling to the after hours answering service. Fully trained agents are fully equipped for you your customers, regardless of the situation, we can handle any call volume you can expect. Currently using voicemail for your messages? Someone is going to have to sit there and listen to any overnight messages and try and decipher what is being said. With an after hours answering service, a live agent will be able to correctly take down and any all information from the customer and relay that directly to you. You can choose to receive a daily fax, email, or even a phone call listing all your messages. Is the answering machine recording personal enough for your company? Customers want to make sure […]

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Benefits of Hiring a Virtual Receptionist

There is no such thing as too many customers! If business is booming and your phones are ringing off the hook, it may be time to invest in your company’s future success. No longer will you have missed opportunities or distractions for your actual work. Hiring a virtual receptionist service will allow you to reap the benefits: Stay on schedule! Save money! Customer satisfaction will rise! Keep your business professional! Full availability! By using a virtual receptionist, your everyday operations stay on schedule! A new sense of organization is implemented into the business and overall professionalism rises in the eyes of the consumer. You will have more time to actually take care of business while having the peace of mind in knowing that all your calls are being handled. Why pay the cost of hiring a full time employee or several of them for that matter. A virtual receptionist will save money by not needing to deal with those cost that are associated with taking on another person. Customers appreciate that you have a live person answer every call. A virtual receptionist will provide your callers with a friendly attentive voice who can assist with any and all concerns. No longer put your customer through an automated service or onto a voice mail. The addition of a virtual receptionist gives the appearance of a live person in your office. But to your callers, there is no difference. What they know is that there is someone there to take their calls. […]

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Goodbye Voicemail, Hello Answering Service!

Is your business still using a voicemail or an answering machine to take your overflow of calls? If call volume is too high, do customers need to leave a message and wait for a call back? Those types of services are simply just outdated! Everyone from small businesses or offices to large corporations or franchises can reap the benefits of making the upgrade to an answering service. So why chose to say out with the old and in with the new? Voicemail: it is so impersonal. There is nothing warm and friendly about the voice of an answering machine. Answering Service: a live representative will be available to answer your customers concerns every time. *~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~* Voicemail: messages are never complete! Callers sometimes leave unclear or incomplete messages that only make it that much more difficult to be resolved. Answering service: detailed and complete messages can be taken from every caller as needed. Not only are calls recorded, but agents document calls to your specific requirements. Never be left with missing information again! *~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~* Voicemail: storage can get full! Nothing is worse than a frustrated caller who can’t even leave a message! Customers would already be upset since no one is there to answer, having a full mailbox would only make matters worse. Answering Service: customer service agents would be available day and night to handle any type of call volume. What if the call volume gets too high? There are call back options that customers can virtual place themselves in […]

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Inbound Call Center and your Business

Being able to tend to customer’s needs is the key to success! But what if there are too many customer’s needing your assistance? This is where the benefits of using a call center would come into play. By using a inbound call center, you increase your productivity. You could never have too many customers! But is there someone to tend to them all. When business is booming, you have a lot of existing clients, or potential new customers, you want to make sure there is always someone ready to assist. By using a call center: Your customers will have access to a live representative 24/7/365! Never miss another call! Have urgent matters escalated correctly. Availability will increase in focusing on the job at hand! Customer care agents in our inbound call centers are specially trained to assist your customers to your specific criteria. A greeting, a script, or what type of information can and cannot be relayed are all available options for you to consider. Interested in additional features? Agents can also be trained to answer emails for your business as well. If you already have a website, how about offering live agents to answer to your clients via an online chat portal. When first deciding to use a inbound call center, you can test out the waters at first. Explore the options of only having our agents take calls during certain hours, or try out different methods of how to handle escalated issues. The flexibility you would gain from […]

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Using a Live Dental Answering Service

The dental industry has always been a busy and calls can always be expected. Whether it be a one dentist office or a large practice, a live dental answering service will quickly prove to be beneficial. What ever the problem may arise over the phone, our agents would be more than prepared to answer your patient’s needs. What you can expect? A polite and professional greeting to every caller! Patients, new or existing, will have several questions that can be quickly answered by one of our specially trained agents. All of our calls are monitored for quality assurance and recording can be made available for you to listen to at your convenience. Bilingual agents! Some of our agents are available to assist with your callers in both English and Spanish as needed. (Email and chat agents are also available, where interested!) ‘Round the Clock Availability! Our dental answering service is made available to take your calls, day or night, weekend or holiday. Having our agents available for you means that you never miss another call again. Scheduling & Dispatching! Our agents will be able to tend to your patients specific needs by helping schedule appointments, provide costs for procedures, and handle emergency scenarios, where we can dispatch to you or your staff as requested by you. Web portal access! To be compliant with HIPAA, customer information will be entered directly into a web portal which would be made available for you and your staff at your specifications. Our agents receive […]

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Why Use A Professional Answering Service?

The key to achieving great customer satisfaction is being able to maintain a professional rapport with clients at all times. By consistently providing an exceeding level of reliable service, this will lead to success! When using our professional answering service, our goal is to carry out the integrity of your company by becoming an extension of it. We understand that how important it is to assist every single customer and we value the importance of being prompt and professional. This allows you to not direct your attention from the phones to focusing on your work. A professional answering service would be able to guarantee: Every call will be answered by a live representative! Calls are handled in a timely fashion and escalated as needed. To extend your availability to include weekends and holidays! A live and able agent will handle every situation, no machines to deal with! Our agents are extensively trained to deal with any concern, big or small. Being part of our professional answering service comes with a certain level of expectations to our agents, in being able to provide the best customer support experience, and always putting the customer first. Keeping our customer in mind, we strive to becoming accessible in any way possible to listen to any concerns. Through the use of social media, now more than ever, customers are able to directly share their experiences with our company and the rest of the world! A professional answering service  pays attention to the voice of the […]

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What you can expect from a Quality Answering Service

Many answering services out there claim to be the best for your company. Bust are they really meeting your expectations? What can you actually expect from a truly top quality answering service? Here we have covered some of what you should expect from hiring such a service, or what the one you already have should be doing for you. Competent Agents! Customers want to know they are being helped by someone who knows what they are talking about. Our agents would be a representative of your company, not our answering service. Customers should always know that they are speaking to someone who can answer their questions. Expectations set forth to our agents: Ready to respond 24/7/365! Available for Bilingual Phone Support Part of an Email Response Team Provide Live Chat Support Aside from the benefits you get from using a top quality answering service, this also means you: Never miss another call! Your calls will always be answered since there will always be an agent available. Don’t put your customers through an automated service! Customers do not like having to deal with “Press 1 for this and Press 2 for that” Won’t have to deal with answering machines! Messages will be taken by a live agent every time. Customer messages can be delivered to you however you prefer, direct paging, text messaging, a fax, or even have a daily email sent to you every morning! Can be available to focus on your actual work! No more distractions means getting more […]

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The Future of Customer Service

The customer is always right! Companies want to be successful, they need to accept that as one of their business missions. Something else that should be held in such high regards is, well, is the customer happy? Making sure that the customer is comfortable and able to be assisted and express themselves is the key to great customer service! Companies need to evolve with the times and prepare themselves to move into the future of customer service. Future of customer engagement! Customer interaction is getting an increase to its main communication channels. Customers appreciate businesses evolving with technology and providing different avenues for them to express their concerns. Companies are implementing apps, mobile web based support, and sms services as new interaction platforms for their clientele. Using a virtual queuing service! Trying to find the balance between enough customer service agents available and number of callers can be a difficult task. Is your business seasonal? Are there certain times of the day you have more call volume? There are different factors companies need to consider. Using a virtual queuing can alleviate some of that frustration. By giving your callers the option of placing themselves in “line” to be attended, they no longer would need to wait on the line for someone to answer. Call back technology would allow customers to be free to tend to other things while they wait to be assisted. From the business prospective, abandoned call rate will decline and average handle time will improve. Everyone comes […]

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Rising Customer Service Trends

Some customer service trends will always be standard practice with any company; a phone number to be reached at, office hours for availability, and a an empathetic customer service agent ready to assist any customer. Yet there are other trends that are on a rise! Some things to consider: Customer Expectations are on the rise! Customers like Options! Social Media is Taking Over: Like, Tag, & Post! Mobile: Available on the go! Customer Expectations are on the rise! Meeting customer satisfaction and providing great customer support come hand in hand. A customer’s experience can determine whether or not they decide to use that service again. The key to meeting the customer’s standard is by aiming to exceed it! The trend is to always go above and beyond and provide 110% every time! Options! Customers like having multiple channels or options on how they reach out for help. Some individuals prefer to handle everything via email, while others choose to chat with a live agent. Companies and businesses alike are showing a growing trend in the addition of different customer support avenues. Dedicated agents to specific email, chat, and phone support is most likely the path chosen. Like, Tag, & Post! Everyone is online now. Social media has greatly impacted the voice of the customer. Online reviews and comments, whether good or bad, can greatly impact the face value of a company. This forum for expressing one’s opinion and sharing one’s experience is readily available to the public, at any time. […]

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Why an Answering Service is the Next Step

The economy is no longer in the rut that it used to be in, so onward to what is next. Business needs to continue to grow, and services need to be rendered. But we can all use a helping hand from time to time. So, whether you are a small business or even a franchise, using an answering service will help your company grow! Is it really an emergency? By using an answering service, you make the call on what an emergency is. Our agents will have a detailed list of what you consider an after hours emergency and will know either how to respond to the customer, or how to escalate and dispatch the call. Eliminate waiting! Agents will always be readily available, day or night, weekends and holidays included. Why have your customers wait to have their issues addressed when they can reach a live operator within minutes! Still using voice mail? There is no longer a need for machines. Customer appreciate knowing that they can speak to a live representative when needed. Agents will be able to take down messages at your customized request and they will automatically be sent to you per your instructions. Never misinterpret another message again. No more distractions! Aside from eliminating the phone ringing off the hook in the office, not having to answer every call that comes in is a huge time saver! You will be free to carry on with regular business as usual and be able to give it […]

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Quality Answering Service for your Small Business

Are you a small business that is just starting up? Or maybe business is picking up and you’re stretching yourself thin? Let’s cover the top 10 reasons why your small business would benefit greatly from using a quality answering service. 10. Help during business hours! Never miss another opportunity because everyone available to answer the phone is already occupied. Agents would be available to take and live call overflow. 9. Available after hours! A great quality service would be available to take calls after you have closed for the day, on weekends, and even holidays. Service is available 24/7/365. 8. Bilingual agents! Customer’s like speaking to representatives in their native language. Bilingual services would be made available where needed. 7. No automated service! Customers will no longer be irritated by having to listen to pre-recorded messages and figuring out what button to press next. 6. No answering machines! a live person is much more reliable than a machine. Have agents take down any and all messages, completely and clearly. No longer will you need to spend time playing back messages and needing to decipher them! 5. Filter Calls! You will no longer need to take pestering calls such as sales calls, wrong numbers, or any other time consuming calls. Only take calls that agents would directly transfer to you as specified by your needs. 4. Schedule consultations/appointments! Agents will be able to confirm already scheduled meetings with clients and can assist with checking the calendar for future availability. 3. Have […]

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Business Answering Service Practices that spread Holiday Cheer

Season greetings! With several holidays just around the corner, it is important for business to have that “homey” feel to them that customers tend to expect more during this time. Customers now more than ever are wanting to feel appreciated and like they are being heard. By simply using a business answering service, your company would be able to not only be ready for the holiday season, but be able to provide you with excellent customer support throughout the entire year! Constant productivity! By using a business answering service, you will eliminate any and all interruptions throughout the day. Agents would be able to filter calls, and only get a hold of you when needed, as clearly instructed by you. This would allow you to focus your time and attention to carrying out other business matters and still be off early enough to make some last minute shopping! Cheerful agents! Friendly and courteous voices greet all of your callers. No need to try and record a cheery message on your answering machine. Have live agents genuinely in the holiday spirit and always eager to be of assistance. Customers appreciate being able to speak to a live person instead of having to fidget with machines or having to wait for a call back. Not closed for the Holidays! Have a team handle any and all of your routine phone inquiries. A business answering service offers agents to take on handling an overflow of live incoming calls, after business hour calls, and […]

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Is your Dental Answering Service doing enough?

Many companies are reaping the benefits of using an answering service to assist with their business. there are plenty of benefits that come along with using such a service. But are they doing enough for you? In the dental industry, there will always be someone in need. As a professional company, you have certain standards that you meet on a daily basis and you would expect your answering service to do the same. But what else can you expect from them? Are they doing enough? Top Benefits Schedules and Appointments! A dental answering service is there to help you. Making sure everything is organized and handles in a timely manner is crucial. Agents would be able to: Confirm scheduled appointments Schedule future appointments with new and existing clients Filter your calls! By using a live agent, all your calls would be getting answered by as friendly voice who is eager to help. Not all calls need to be handled by you personally. Having an agent being able to handles general calls is a great time saver! Only take the calls you need to. Emergency Dispatch Just because your office is closed does not mean people can not have dental emergencies. Using a dental answering service, you can expect someone to answer every call! In case of an emergency, our agents will follow you instructions to determine: is the call an emergency? do they need immediate care? does the physician need to be contacted? ***A custom plan can be detailed by […]

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In need of a Specialty Answering Service?

When taking on a Specialty Answering Service, one must take a couple of things into consideration prior to making the right choice. Several specialty answering services only offer coverage for a couple of industries. A variety of industries covered is what you should be able to expect. Here’s a couple just to name of few, Specialty Answering Services available for: Medical Services Hospice Care Real Estate Agents Attorney/Law Offices Small Business Another benefit from taking on a specialty answering service is using our virtual receptionists. We have a team of dedicated agents who are specially trained to assist customers in certain fields and with specific client requirements. Along with knowing that all of your calls are being answered, 24/7/365, you can also have the peace of mind knowing that every call is also recorded! We offer the ability to listen in to the recorded phone calls between your customers and our agents. This not only assures quality of these calls, but allows for modifications at your leisure. We can even offer a customer service survey at the end of every call if you so choose! There are several types of support that we offer, including: Bilingual Phone Support (with customize scripting) Email Response Teams Chat Customer Support Dispatching Web Portal Usage (HiPAA compliant) So when going to consider the type of business that will be able to make themselves an extension of your company, make sure to consider them being fully equipped to handle your needs. Our agents would be […]

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Reasons for Using A Professional Answering Service

In order to successfully provide exceptional customer service, a certain level of professionalism is required. There needs to be a sense of consistency and expected results need to be met. By doing so, customers will gain your trust and you will keep their business. By adding a professional answering service, that level of service can be relied on for every customer interaction. The mission for a professional answering service is to make the experience seamless. The customer should feel like they are contacting the business directly and that you should be able to assist with any and all inquiries. Ensuring that agents are fully trained and well versed in the industry will provide some excellent results. Some of the benefits of using a professional answering service include: All calls are answered promptly by a live agent, meaning no more machines to deal with. Full availability, day or night, weekends and holidays included. Calls are filtered and can be forwarded as specified by your business’ needs. Productivity will rise by having more free time to focus on other tasks. Regardless of what the question or concern may be, customer service agents would be able to assist with any situation. Customer satisfaction is always a top priority and providing exceptional customer service is the key to that success! By making sure that customer’s concerns are being answered in a timely fashion means less customer complaints! Give customers the options of being able to contact your business through different channels, i.e. phone, email, […]

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Growing with a Small Business Answering Service

With a small business, one of the most important things to consider is creating lasting first impressions. How a customer feels they were treated and the level of service they received will determine if they will return to use your service, or look elsewhere. Being able to provide individualized attention to all your clients can sometimes be difficult. The use of a small business answering service would alleviate such a problem. Keep the customer on the line! Automated services and voicemail recordings are things of the past. A live agent would be able to better tend to the needs of your clients. Offer Bilingual Support! We have agents who will be able to extend their services to your diverse clientele! Having agents who can communicate in both English and Spanish would only benefit your company and lead to more satisfied customers. We are available after hours! Our agents are ready answer any and all of your calls, day or night! (also open on weekends and Holidays!) Our agents will take down messages and direct them to you within your specific requests. Never deal with another sales call! Since our answering service will be able to handle all of your incoming calls, there will never be a time when your precious time will be taken up by pestering sales calls or automated callers! As a growing business, you are limited to certain resources. Adding a small business answering service would help add organization and provide more efficient results.

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Real Estate Answering Service Tips

To be successful in the real estate market, one must have a certain drive and persistence to get ahead. A great tool that would help in your field of business would be to use a real estate answering service. There are several tips for what such a service should be doing: all customer service representatives would be required to have current listing information as well as schedule information to set up viewings and consultations. Customer service representatives should also be able to assisted with not just the potential buyers, but potential sellers as well. There is a lot to stay on top of, so adding an answering service will greatly add organization and structure to your business. When selecting the correct answering service for your business, you need to be sure that the business you are selecting is able to: Always available to take calls! Standard service provided should be 24/7/365 availability. Never miss another call. Keep updated calendar consultations for future viewings and relay information regarding potential clients. Have access to information regarding the current status of a listing and open house opportunities. Be available to provide with general information regarding your line of business or any other inquiries. Your business will quickly become more productive and would work more efficiently. By having more time freed up from managing your phone lines and emails, you have the ability to showcase more opportunities. In between showings, you would have the ease of knowing you can simply call in to check […]

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Why hire a Virtual Receptionist?

Plenty of companies are already taking advantage of the benefits from using a virtual receptionist. Not only is this more cost effective for the company as a whole but the level of customer service is not at all compromised. A virtual agent can be as good or even better than an actual in house receptionist. Here are the top 5 reasons a virtual receptionist will benefit: First impressions are everything! No one likes an automated service! Only take calls you need to take! Increase your productivity! Extend your availability! First impressions are everything! By hiring a virtual receptionist you can be sure that a great first impression is what every caller will receive. Your business could offer the highest grade product at the lowest rate, but the customer’s interaction with the company would determine whether or not they utilize your services. No one likes an automated service! With technology still on the rise, customers tend to still prefer speaking to a live agent versus an automated system every time! By using a virtual receptionists, callers will speak to live agent every time they call. No buttons to push and no need to wait. Someone will always be available! Only take calls you need to take! A virtual receptionist would be able to screen your incoming calls, schedule appointments/call backs per your instructions, and even forward to voicemail or directly to you if you prefer! Increase your productivity! Using a virtual receptionist will free up your time. No need for you […]

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Endicott Communications Prepared for Hurricane Joaquin

Hurricane Joaquin You may have heard it in the news: Hurricane Joaquin is in full effect and continues to batter the central Bahamas. According to the National Hurricane Center, it has intensified to a Category 4 Hurricane with maximum sustained winds of 130 mph on the Saffir-Simpson Hurricane Wind Scale. It was previously thought that it would hit the East Coast, but recent forecast tracking shows that the odds Hurricane Joaquin will hit the U.S. mainland are now very low. While it may not be another Superstorm Sandy, the effects of Hurricane Joaquin will most likely be felt in the form of historic rains and flooding along the East Coast—dangerous coastal and inland flooding is still expected for several states along the U.S. East Coast through the weekend despite the low likelihood of Joaquin making a landfall. Endicott in Action Due to the nature of this event, Endicott is actively staffing all its centers along the East Coast to prepare for the increased volume of calls. Endicott also has power generators in place to keep all facilities running in the event of a natural disaster. Hurricane or not, rest assured that Endicott will be prepared to answer your calls and keep your business running smoothly. If you aren’t currently partnered with Endicott, give us a call at 800-947-3227 to get a free, customized quote. We are confident that our professional, experienced, and knowledgeable team can help to support, grow, and transform your business!

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Your Professional Real Estate Answering Service

Do you really need a professional real estate answering service? The real estate industry requires a certain individual to thrive in it. Agents are required to stay on top of updating their listings, setting up shows with sellers, meeting with potential buyers, and so much more. Seems like a lot of work to keep track of. Real estate agents can show they know how to work smarter, not harder, by taking part in a real estate answering service. By using a Professional Real Estate Answering Service, our agents will be able to: Promptly answer all of your calls, during and after office hours. Schedule appointments and pass on leads Provide current and up to date listing information on listings Answer any general questions regarding services you provide. *By having our team dedicated to answering your calls, you will have the more time to focus on meeting with clients, sellers or buyers. *You will have the ability to call in directly to check on your messages, update listing information, and even alter your script as needed. *This service eliminates having to also take every call. Many client’s have standard questions that our agents would be qualified to answer,  ultimately saving you both time and money!  

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Customer Service Trends in 2015

Staying trendy can make or break a company in 2015! It seems that the direction consumer’s are heading towards this year is more about getting what they need and not as much on all the extra bells and whistles. With the competitive market out there, companies are facing the problem of fading into the background unless they stay current with the times. Its all about Speed! Customers are expecting even more of an “instant gratification” when it comes to services being rendered. Customers are wanting to be tended to promptly and effectively. Whether it is a waiting for an item to arrive or even just waiting to speak to a customer service agent, customers do not like to wait! Be social! Seems like everyone is on social media now a days. Businesses are quickly jumping on board. It is quickly becoming the “norm” for companies to have a Facebook “Like” page and/or a Twitter account. Customers like sharing their experiences and with the world at their fingertips, what they put out there can really have an impact. Companies are adapting to this growing trend and having someone dedicated to what the customer is voicing online. Make it easy! Customers are wanting to have things done with little to no effort on their end. As a company, this is fine! You should be doing all the work! Customers expect things to be done seamlessly and done every time. Stay Available! Many companies are taking on answering services to expand their hours […]

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What should your Business Answering Service be doing for you?

Many companies are taking advantage of using a business answering service. But with so many out there, how do you know if you are using the right one? Your business may have specifics needs that may or may not be met with the service you are already using. It’s a matter of knowing what you need and matching to a company that can offer you that and so much more. Do you have live agents? Why put your customers through the hassle of pushing 1 for option A and pushing 2 for option B. Use a business answering service that offers friendly, professional agents. Customers would much rather be greeted by a live person than a machine. It is so much easier to talk to someone instead of needing to go through countless prompts, only to be asked to repeat that information again. Do you ever really need to be closed? One of the great benefits from using a business answering service is being able to open your availability. There is no need to have limited business hours where customers are “allowed” to call. There is no need for answering machines for customers to leave a message. Make sure you use a service that offers assistance 24/7/365. There should never be another missed opportunity. Every call should be answered, day or night, weekend or holiday. Customers will definitely appreciate knowing their concerns are easily answered with just a simple phone call. Is your company being represented well? Agents should be answering […]

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Taking the work out of Labor Day using your answering service!

With the holiday season slowly creeping up, Labor Day marks a day to recognize the unified workforce. Not only do people tend to have this day off from work, but holiday weekend sales catch the attention of this now available demographic. Some customers prefer to do their shopping or seeking of services from the comfort of their homes. By using a small business answering service, allow us to assist your customers when you may not be available to help! After hour availability! No longer will your customers only have a small window to get a hold of someone. Just because the business day may be done, customers may still be in need, and we can be there to answer. Services are offered 24 hours, so your customers can contact us, day or night! Holidays and Weekends included! Using a small business answering service will allow your business to assist callers when you normally would be closed. Our agents are available to assist your callers on all weekends and major holidays! Let us work for you! Customer satisfaction is on the rise! No longer will your callers be greeted by an answering machine or automated system. Greet your callers with a friendly voice who is eager to assist in any way possible. Customers appreciate being able to speak to like person. No more waiting! Customers will not need to sit on hold for extended periods of time since there will always be an available agent to take their calls. Service could […]

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Call Center Trends to look for in 2015

Companies are facing customer expectations at an all time rise! Being able to provide a seamless interaction is not only the key to success, but customers are now demanding it. Here we cover a few top call center trends to look out for in the customer service aspect of business during 2015. 1. No more machines! Do away with ancient services like automated services and answering machines. Customers do not want to press multiple buttons, wait to be transferred, and have to repeat the same information all over again once their call is final answered by a representative. Having the option of having quick access to a live and courteous representative means your customers are always tended to promptly and professionally. 2. Having multiple communication options! Customers appreciate having several options in regards to how it is they can seek out for help with a particular or service. There can be a variety of inquiries customers may have but they would like to try and figure it out for themselves. Others like having quick access to information from the convenience of their smart phones. While others still remain more traditional. What seems to be an expected standard would be customer service options for customers to include: * Live Phone Support * Email Response Teams * Live Chat Options * Self-Help Desk on Website * Phone friendly apps 3. Listen to your customers! In the Age of Social Media, customers are quick to share their experiences about the type of service […]

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Customer Service Veterans

As an experience and well established company, we offer a variety of answering services for several industries. From taking calls for the medical field to providing exceptional customer service for online based sites, experience is key! What you would be able to expect from an established customer service corporation is here listed below: Service is not only affordable, but it is effective! Understanding that business and the economy can be unpredictable, never put yourself in a situation where you would have to constantly downsize and rehire based upon your needs. There would be peak and off peak periods where we can accommodate the number of assigned agents based upon your call volume. Have the ease of knowing you can adjust the size of coverage without any extra effort! Work productivity will be on the rise! There will never be another missed opportunity. You might be busy with other clients, in a business meeting, or simply just out for lunch. Have the peace of mind in knowing that all of your calls will be answered and handled by a highly trained professional. Calls will be able to be answered during and after business hours. You and your staff will be able to focus their time and attention to other aspects of the work day. Great results will lead to customer satisfaction! Customers who are content with the level of service they were given will more than likely become loyal to your service. Customers will spread the news about using such a […]

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Best Legal Answering Service

Legal issues and concerns can occur at any time, during the day or night, and when their isn’t a prompt response, callers will simply move on to the next person on their list. Do not allow this to happen to your practice! By using a well established legal answering service, years of experience have been added to your team and your clients will definitely appreciate it. Only take priority calls! Simply having your after hours calls forwarded to your voicemail service or even your cell phone can be such a hassle. Clients can be attempting to reach you for simple clarification on matters or have pertinent information that could have waited till morning. By using a legal answering service, your calls will be filtered for you! No longer will you spend your time answering basic questions and giving case updates. Allow our agents to determine which calls need to go out to you and which ones a simple message will suffice. Keep up with your schedule! Highly trained professional agents will have instant access to your current and available appointments. Agents would be able to assist existing clients by sending out reminders of consultations or of obtaining required documents or information. With new clients, a simple meeting/consultation can be set up to discuss the possibility of using said service. Also, updated on schedule changes can be made available to you instantly and a detailed message can be sent to you via text, email, or any other specified communication method. Variety […]

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Live Answering Service for the Medical Industry

There is so much to do on a daily basis that sometimes a helping hand is order. How about a couple hundred hands? Many different types of business in the medical field are already benefiting from using a live answering service and are taking the next step in the right direction towards the future growth they have in store. A live answering service can greatly reduce workload and add organization to the business as a whole. There is no really set rule on which type of business would be able to use such a service, and in fact the variety of businesses already using it is a growing list: Medical Office Dental Office Private Practice Orthodontist Optometrist Veterinarians But what can be expected from using such a service. There are already several business reaping the benefits of adding a live answering service. They greatly appreciate being able to count on: Live Bilingual Professional Agents! With a rise in Spanish support required to tend to a growing Hispanic clientele, bilingual representatives, in US based locations provide friendly service, are easy to understand and are eager to assist. Faster Response Times! Customer will not have to sit for extended periods of time since a large answering service should be fully equipped to handle a large call volume. No Missed Calls! No need for answering machines that annoy both customers and owners. Agents take down clear detailed messages every time. 24/7/365 Availability! Always be available. There is no need to have customer not […]

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Dental Office Call Center Services

Dental emergencies can happen at any time, day or night. Patients feel the urgency of getting a hold of someone there and then. Live calls could be overflowing in your office and your patients would quickly grow weary from waiting on the phone too long. By using a dental office call center to provide your patients with a live customer service agent, the attention that needs to be given to your patients impeccable. Call center agents would be trained to know they are an extension of your business and always match to your level of professionalism. Some of the services that you would be able to benefit from using a dental office call center are: Privacy matters! open 24/7/365! Screening Calls! Not only do we consider patient information privacy at utmost importance, companies must be HIPAA compliant because its the law! Patient information is kept completely confidential and only shared through a web portal that is accessible to dentist and selected staff members! Never worry about staying compliant, you always are! Privacy is top priority. Keep your office hours open indefinitely. There will no longer be a need for your patients to leave a message on a machine or need to wait until morning to be assisted. Agents would be available, day or night, weekend or holiday, to take any and all of your calls. Patients appreciate the ease of knowing they can be assisted rather quickly and attentively. No longer will you be bombarded with unwanted solicitation calls, telemarketing […]

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Property Management Answering Service

There are many advantages in using a property management answering service and it is incredibly convenient. Whether you are an apartment manager of a complex or a property owner, the can be a custom plan made out for any situation. As an apartment manager, the list of responsibilities is endless. Anything and everything that happens at the location, is on you. So how can you find time to manage it all? Utilizing an answering service will have a great impact. Have someone available 24 hours a day! A live bilingual representative would be available to take calls at any time. Service are available 7 days a week, including holidays! Have quicker response times! Since there will always be someone available to take your calls, organization and time responses will definitely improve. No need for voice mails! A live agent will gladly take any message. Proper documentation and escalation will be done every time. Instant payment processing! No need to take your time to assist with rent or payments owed. We can handle that over the phone for you as well! After-hours emergencies are tended to! Late night calls of “emergencies” that can wait until morning will not longer be an issue for you. You define what is and is not an emergency and when you should be contacted. Staying on top of several properties can be tedious. Despite being the property owner, there are other things than can be dealt with then having to answer the phone all the time. […]

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Top 3 Trends in Customer Service for 2015

With 2015 already underway, there are a few basic customer service trends that could greatly benefit your business. By keeping up with the times, you would only enhance the customer experience and increase customer loyalty. Business will need to carry on with addressing customers’ concerns as normal, yet they need to quickly be able to adapt to to the ever changing industry. So what simple things do companies need to have success this year? Communication Options Being proactive Detailed Self-Help Resources Communication Options! Technology is vastly changing and companies need to keep up unless they want to be left behind. Customers are now expecting more than just phone support. Other avenues need to be explored to keep up with the pace. Email support teams and live chat representatives are now being offered almost everywhere. Customers like having the option of reaching out in a way that is most convenient for them. Being proactive! Again with technology being where it is, people are now more than ever sharing their experience; whether they be good or bad. Companies are only successful as long as their clientele is satisfied with the service being provided. Social media has opened the avenue for reviews of all kinds. Be aware of what your customers have to say about your service. It pertains to your success, and better yet, its free! Detailed Self-Help Resources! Despite having access to speaking to a representative, sometimes customers like finding out the solution on their own. There is not always a […]

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Top Customer Service Trends of 2015

The business market is constantly changing, new ideas are popping up everywhere, and keeping up with technology is a must. On the customer service side of the coin, the same is true; changes and adaptations must be made as well. What has 2015 already offered us and what is there to except. Here we have covered the top 5 customer service trends of 2015. 5. Availability 24/7/365! Full around the clock availability is oldie but a goodie. Customers are still expecting companies to have a way of communicating their needs. Customers may way to contact your business during any hour, day or night, having a way for seeking assistance at any time is a must! 4. Direct contact to a live rep! Customers are no longer wanting to deal with machines. They want quick and direct access to a live person who will be able to help them with their needs. Customers appreciate having the piece of mind in knowing they could be assisted with their needs with a simple phone call. 3. Customers feeling appreciated! Politeness and professionalism still go a long way. Just because your company may offer the best service at the most affordable rate, poor customer service can turn people away. Make sure your customer are feeling appreciated, they are being thanked for their business, and that you look forward to working with the again. 2. Multiple help options! With technology on the rise,  smartphones seem to be everywhere. Most commonly customers are happy to reach […]

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Top 5 Reasons your Business needs a Virtual Receptionist

Starting up a new business or expanding your small business is filled with excitement. Dealing with your first customer, to your first sell out or complete booking. But what about when you get too many customers? It might be time for you to consider hiring a virtual receptionist to assist with your call overflow. Missing calls means missing opportunities! Making sure that there is someone available to answer your calls during normal business hours is incredibly important. Customers do not like having to sit on hold for extended periods of time and may become impatient while waiting for someone to answer and simply hang up. Eliminate that problem completely by always having someone available to take your calls. Extra time to be productive! It often feels like there are not enough hours in the day. From getting ready to start the business day and dealing with that days work, to answering messages and setting new appointments, the day seems to just fly by. By using a virtual receptionist to take some of those responsibilities from you, more time is made available. Keep a positive business image! As your company grows, so do your responsibilities and customers’ expectations. You calls will always be answered professionally and greeted with a friendly agent. They introduce your business and themselves as well as offer assistance. Customers appreciate being assisted so promptly. Extended availability! Normal business hours for customer support are a thing of the past. Why not have someone available to take your calls […]

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Benefits to Consider from an Inbound Call Center

Being able to tend to customer’s needs is the key to success! But what if there are too many customers needing your assistance? This is where the benefits of using a call center would come into play. By using an inbound call center, you can increase your productivity. You could never have too many customers! But do you have the resources to tend to them all? When business is booming, you have a lot of existing clients, or potential new customers, you want to make sure there is always someone ready to assist. By using a call center: Your customers will have access to a live representative 24/7/365! Never miss another call! Have urgent matters escalated correctly. Availability will increase in focusing on the job at hand! Customer care agents in our inbound call centers are specially trained to assist your customers to your specific criteria. A greeting, a script, or what type of information can and cannot be relayed are all available options for you to consider. Interested in additional features? Agents can also be trained to answer emails for your business as well. If you already have a website, how about offering live agents to answer to your clients via an online chat portal. When first deciding to use an inbound call center, you can test out the waters at first. Explore the options of only having our agents take calls during certain hours, or try out different methods of how to handle escalated issues. The flexibility you […]

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2015 Top Call Center Trends

The beginning of the year always brings excitement to the workplace. Starting off on the right foot with the mindset of doing better than last year. You bring with you what worked well, while you do away with what was either not successful or simply needs an upgrade. So what seem to be the call center trends for 2015? Browser Software! Switching over from internal software to a browser-friendly one has its many advantages. Unlike the internal software based call center, one that uses a browser-based system will allow the flexibility of being accessed from anywhere there is an internet connection; which in this day and age is pretty much everywhere. There will be fewer restrictions on what would be able to be accessed while out of the office. Providing a Multichannel Environment! Having live agents available for customer calls is vital. Customers like knowing that they will be able to reach a live representative with a simple phone call. Using a call center will not only do away with the automated system and answering machines, but assures your customers will remain on the line for assistance. The use of software to queue a call back to the customer is also a great benefit. Customers can set up a call back instead of needing to remain on hold. Other avenues of communication can also be implemented, including a dedicated email response team as well as live chat support. Social Media is taking over! Customers appreciate the convenience of being able […]

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Real Estate Answering Service

Think you might need a professional real estate answering service? The real estate industry requires a certain individual to thrive in it. Agents are required to stay on top of updating their listings, setting up shows with sellers, meeting with potential buyers, and so much more. Seems like a lot of work to keep track of. Real estate agents can show they know how to work smarter, not harder, by taking part in a real estate answering service. By using a Professional Real Estate Answering Service, our agents will be able to: Promptly answer all of your calls, during and after office hours. Schedule appointments and pass on leads Provide current and up to date listing information on listings Answer any general questions regarding services you provide. *By having our team dedicated to answering your calls, you will have the more time to focus on meeting with clients, sellers or buyers. *You will have the ability to call in directly to check on your messages, update listing information, and even alter your script as needed. *This service eliminates having to also take every call. Many client’s have standard questions that our agents would be qualified to answer, ultimately saving you both time and money!

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Customers Feel The Love On Valentine’s Day!

Dealing with new customers can be like meeting someone on a blind first date, on Valentine’s Day! It can be a bit awkward at first, especially if this is a blind date, but after the ice has been broken, this could turn out to be the beginning of a wonderful relationship. Not only do you want to impress the other person but you also want to keep the other person feeling at ease and comfortable with the entire situation. You don’t want this to be over before it has even really begun. To help your customers feel the love, just remember this simple checklist of the top 5 things you should keep in mind: Be in the moment! No one wants to feel like they are keeping you from other affairs. You never want to seem distracted or like you have other things on your mind. Make sure you are paying attention and have your phone off. There is no need for you to be elsewhere at the moment. Be present and active in conversation. Give this individual your undivided attention. With that in mind, make sure you are listening! If someone is sharing a situation with you, whether it be positive (excitement of a new acquaintance) or negative (in a need of something/someone), being an active listener is always a positive and desirable trait to have. Keep engaged! Make sure that both sides get an opportunity to bring up anything they wish to discuss. Though this doesn’t have to […]

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Rising Customer Service Trends

Some customer service trends will always be standard practice with any company; a phone number to be reached at, office hours for availability, and an empathetic customer service agent ready to assist any customer. Yet there are other trends that are on a rise! Some things to consider: Customer Expectations are on the rise! Customers like Options! Social Media is Taking Over: Like, Tag, & Post! Mobile: Available on the go! Customer Expectations are on the rise! Meeting customer satisfaction and providing great customer support come hand in hand. A customer’s experience can determine whether or not they decide to use that service again. The key to meeting the customer’s standard is by aiming to exceed it! The trend is to always go above and beyond and provide 110% every time! Options! Customers like having multiple channels or options on how they reach out for help. Some individuals prefer to handle everything via email, while others choose to chat with a live agent. Companies and businesses alike are showing a growing trend in the addition of different customer support avenues. Dedicated agents to specific email, chat, and phone support is most likely the path chosen. Like, Tag, & Post! Everyone is online now. Social media has greatly impacted the voice of the customer. Online reviews and comments, whether good or bad, can greatly impact the face value of a company. This forum for expressing one’s opinion and sharing one’s experience is readily available to the public, at any time. The […]

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Touchdown Worthy Customer Support!

A true diehard fan will continue to support their team through the very end. Scoring at the final moments could be an epic experience. Fans are ultimately pleased by the level of service they were able to receive and the pleasant experience that came with it. The same concept can be applied when making a plan to provide excellent customer support. By using a professional answering service, your business is sure to come out on top. By staying focused and dedicated to the task at hand, we can expect to benefit while still providing impeccable customer support. In order to get success, the goal is to gain: T-ime saved from no longer needing to answer every call! Agents will handle any call volume allowing you to focus your attention to your work. O-pen availability! Using the service means staying available 24/7/365, agents are fully trained to tackle on any customer concern. U-nwanted phone calls are filtered. We can handle general related questions, sales calls, or even wrong number calls. C-ustomers satisfaction with impressive response times and follow up procedures. H-old times are eliminated. No longer will your customers sit on hold for someone to answer. D-edicated agents who answer promptly and professionally representing your company by becoming an extension of it. O-ustanding customer support through multi-channel communication, phone, email, and chat support. W-ays of having more direct communication with customers through the use of social media and in house survey reviews. N-ew and existing customers become loyal to using your […]

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5 Reasons You Need A Virtual Receptionist

Plenty of companies are already taking advantage of the benefits from using a virtual receptionist. Not only is this more cost effective for the company as a whole but the level of customer service is not at all compromised. A virtual agent can be as good as or even better than an actual in house receptionist. Here are the top 5 reasons a virtual receptionist will benefit: First impressions are everything! No one likes an automated service! Only take calls you need to take! Increase your productivity! Extend your availability!   First impressions are everything! By hiring a virtual receptionist you can be sure that a great first impression is what every caller will receive. Your business could offer the highest grade product at the lowest rate, but the customer’s interaction with the company would determine whether or not they utilize your services.   No one likes an automated service! With technology still on the rise, customers tend to still prefer speaking to a live agent versus an automated system every time! By using virtual receptionists, callers will speak to live agent every time they call. No buttons to push and no need to wait. Someone will always be available!   Only take calls you need to take! A virtual receptionist would be able to screen your incoming calls, schedule appointments/call backs per your instructions, and even forward to voicemail or directly to you if you prefer!   Increase your productivity! Using a virtual receptionist will free up your time. […]

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Why Use A Professional Answering Service?

The key to achieving great customer satisfaction is being able to maintain a professional rapport with clients at all times. By consistently providing reliable service, your company will experience great success. When using our professional answering service, our goal is to carry out the integrity of your company by becoming an extension of it. We understand that how important it is to assist every single customer and we value the importance of being prompt and professional. This allows you to not direct your attention from the phones to focusing on your work. A professional answering service would be able to guarantee: Every call will be answered by a live representative! Calls are handled in a timely fashion and escalated as needed. To extend your availability to include weekends and holidays! A live and able agent will handle every situation, no machines to deal with! Our agents are extensively trained to deal with any concern, big or small. Being part of our professional answering service comes with a certain level of expectations to our agents, in being able to provide the best customer support experience, and always putting the customer first. Keeping our customer in mind, we strive to become accessible in any way possible to listen to any concerns. Through the use of social media, now more than ever, customers are able to directly share their experiences with our company and the rest of the world! A professional answering service pays attention to the voice of the customer and strives […]

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Benefits of a Medical Answering Service

A variety of businesses from all sorts of industries rely heavily on live answering services to provide communication between them and their customers; the medical field can surely attest to that. For over 10 years Endicott Comm has been delivering the best doctor’s answering services on the market. Not only is there a specific Medical Answering Service, there are also certain regulations that need to be met specifically for them! When dealing with medical information, patient privacy and security of phone calls are top priorities. Also, when using such a service, it is important to stay current with all regulations. Is there a specific requirement that distinguish a medical answering service to any other? Yes! The Health Insurance Portability and Accountability Act (HIPAA) sets a strict standard on how companies that deal with sensitive and private patient health information is handled. How secure is the information? All customer success representatives are trained to keep all messages and information gathered during a call made with the medical answering service are entered in a web portal that would be accessible to all the pertaining medical offices. Said offices will have the ability to make these portals available to their physicians staff members. Are the customer success representatives knowledgeable on the subject? Certainly! Our medical answering service team is kept up to date with any current changes pertaining to patients, policies, and procedures that must be followed. What are the benefits of using a medical answering service? Patients will always have access to […]

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Benefits of a Live Answering Service

Running a successful business means trying to find the balance between effectively meeting your customer’s needs as well as carrying out the duties for that day. How well a company does is directly affected by how satisfied their customers are. There are countless things that need to get accomplished each day as well as needing to be available to answer any questions and/or concerns your customers may have.  This is where using a live answering service will benefit your company greatly! Using a live answering service means that you can: Be sure every call gets answered! Set appointments and tend to urgent messages! Be reached 24/7/365! Every Call Gets Answered! Keeping busy is never a problem. However, being available to answer the phone every time it rings can cause a disruption in your work getting done. Using a live answering service, you will never miss another call. Customers have the ease of knowing that they can talk to a live person about any concern or inquiry at any given moment. Talk about great customer service! Set Appointments & Tend to Urgent Messages! During regular business hours, you tend to be occupied throughout the day and unable to assist others. If you find yourself unavailable, our live answering service can accommodate to your customer’s needs by setting appointments, taking down messages, and getting a hold of you for urgent matters (as instructed by you). Be Reached 24/7/365! Most businesses are not open all day and all night, but customer’s can have […]

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Quality Agents – Foundation for a Successful Answering Service

The Importance of Quality Agents A viable answering service operation must have a strong team of quality agents. These agents provide the foundation for any answering service, and are normally the first points of contact between the customer and your business. When you are in the process of selecting an answering service, it is important to not only consider the caliber of the agents but also the resources that are available to the agents to ensure a sound foundation. Even if you have the premium materials to build a foundation for a house, they are not at their highest potential unless they have the right tools to develop them. Cultivating Quality Agents After the acquisition process of obtaining the most qualified agents, the next step is to place them in a comprehensive training program. A sound training program should cover everything from message delivery and automation for emergencies and important announcements to the significance of 100% accuracy for each and every call. Regardless of your business, an experienced answering service will be able to create a training program that will address all the important aspects of your operation. Additionally, your answering service agents should not only be trained on the policies and procedures, but also the culture and vision of your brand. Agents that are taking calls for a business that is trying to close a sale or gather information for marketing will take a more direct response approach. This means the agent will have a sense of urgency in […]

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The Need for a 24 Hour Answering Service

POSTED BY ENDICOTT  Updated JULY 15, 2014   Why do I need a 24-hour answering service? At Endicott, we understand the importance of being available to your customers. That’s why a 24-hour answering service is essential to every small business. Limiting the hours that you are accessible not only frustrates your current customer base, but it also means lost opportunities for new customers. To illustrate the value of 24-hour customer care provided by Endicott’s experienced answering services, let’s look at a few scenarios: Scenario #1 Your commercial and residence maintenance business (HVAC, electrical, and plumbing) without Endicott’s answering services: Joe just came home after a long day of work only to find that the entire first floor of his home has been flooded thanks to his overflowing toilet. He finds your business and immediately calls, only to be greeted by a generic voicemail. He has two options; he can either A) leave a message and wait patiently for you to get back to him or B) call another company.  What do you think Joe is more likely to do? You’re right—he’s more apt to call another company to address his emergency. Because you lack an after hours answering service, Joe misses out a little and you miss out a lot.  Not only did you just lose out on taking this job on and possibly gaining Joe as a new customer, you will also lose out on any positive reviews Joe can give to his friends and families for your timeliness in his dire […]

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Man’s Best Friend – Your Veterinary Answering Service

Your practice and our veterinary answering service goes hand in hand Dogs, cats, birds, rabbits—Americans love their pets! According to the U.S. Pet Ownership & Demographics Sourcebook, six out of ten pet owners considered their pets to be family members. This same informative article also found the following information: There are approximately 70 million pet dogs in the U.S. and 74.1 million pet cats The average veterinary expenditure per household for all pets was $375 in 2011 Among horse-owning households, 53.8% had at least one visit to the veterinarian in 2011 Why you need a veterinary answering service for your practice As a veterinarian, you understand the urgency that comes with a pet owner’s pet issues. You also recognize how imperative it is to be available for your veterinarian patients at all times. An experienced veterinary answering service for your practice is the perfect solution. We help to ensure you spend less time worrying about missed calls and more time giving the attention your clients deserve. While you may be staffed appropriately during business hours, it can become costly to have your office employees available 24 hours a day. Endicott can get you the support of additional staff—24 hours a day and 7 days a week—at a fraction of the cost of hiring on more employees without sacrificing excellent customer service. Our veterinarian answering service provides the business continuity you need by never letting you miss another call. Our professionally trained agents can schedule appointments, answer inquiries about your services and specialties, […]

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Answering Service: Handling Calls the Right Way

Not Every Call is the Same An experienced answering service can provide invaluable support for a wide range of industries. When you partner with a reputable answering service, you can save time and money. However, some companies may be wary of using an answering service due to the nature of their business. Be assured that a veteran answering service such as Endicott is well-equipped to assist you with calls that are sensitive in nature. Funeral Homes The impending death of a loved one is a somber yet inevitable part of life. If you are in a business like a funeral home  or a hospice, your customers require a different level of customer service. When you are dealing with customers who are going through this difficult time in their lives, it is important to understand how to connect with these callers and help them transition as smoothly as possible. Hospice Your professionally trained agents should be trained to display a high level of empathy and compassion with each caller. The agent should not be extremely upbeat and cheerful when a distressed customer is on the line, but instead be sympathetic and soothing to help ease the customer. Additionally, it is important that your answering service is HIPAA-compliant for healthcare companies such as hospices. They must be trained specifically on issues important to home care and hospice, and knowledgeable of applicable medical terms and gears typically found in a home care or hospice setting. Crisis Hotlines Another industry that requires a high […]

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Medical Answering Services – An Endicott Specialty

For over 10 years… Endicott Comm has been delivering the best medical office answering service in the market. We understand and appreciate the need for professionalism and availability that medical professionals demand. Our Medical Office Answering Service is Tailored to Your Specific Needs Whether it’s a medical office answering service, dental answering service, or any other specialty answering service, our team at Endicott Com knows how to deliver. Our phone answering systems are tailored to each client. We can support private practice physicians, professionals in hospitals and clinics, emergency dispatching, and even physician’s wake-up service. Reliable And Available Despite the wide variety of communication tools available today, answering services are a reliable way to assure no important call is missed of mishandled. Patients need the assurance that their call will be responded to at any time and especially when there is an emergency. Endicott not only receives the initial call to the doctor, we can also Page another physician the attending physician designates Route the call to other resources to support the patient Place follow-up calls to the patient to assure there has been a response. Our medical office answering services agents follow your rules and protocols when responding to calls and determining whether a call needs to be routed to another resource. Endicott’s doctor specific answering service will always provide the caller with a live agent 24/7/365. No call is left idle in voice mail. Healthcare issues require a higher level of attention. Endicott has earned an excellent reputation for […]

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Endicott Launches New Telephone Answering Services and Call Center Website!

New website for Endicott! Today is  a happy one for the Endicott Comm Inc.The Endicott Comm telephone answering services and call center team’s new website just rolled-out and everybody there is very excited to present a new look and new branding to clients, potential clients, and the communications services industry. Endicott offers: Telephone Answering Services Outsourced Call Outsourced Call Center Services Live Chat Email Management and Response Web Forms Management and Response What do our telephone answering services website mean for you? The new www.endicottcomm.com website is a very positive step for Endicott and represents a huge image improvement. The new look website highlights areas of business Endicott has been delivering but were not featured on their old website. The new website is unique for their answering services and outsourced call center services marketplace, and offers flexibility that was not available with their previous website technology. Using Word Press as the  website technology platform represents a state-of-the-art approach that matches Endicott’s service offerings and commitment to quality.        

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The Power of Four

The Power of Four Why Endicott? Here is our list of the top reasons of why Endicott is the best answering service partner for you: Rapid resolution and tonality yield customer delight – Quality service Whenever possible we resolve customer issues on the first call. Our team measures this single call resolution rate as a genuine way to ensure the highest levels of customer satisfaction. On a daily basis Endicott measures the efficiency of our customer support teams in terms of average talk times, abandonment rates, and average time it takes to respond to each call. Our agents are also measured on their tonality and empathy. 2.      Our agents receive training that aligns with our clients’ objectives and culture – Empathy Depending upon the client’s requirements, each handpicked agent can spend weeks in training before they are allowed to support customers. Each agent team has a supervisor lead and a quality assurance lead dedicated to the success of client programs. Our agents become an extension of our client’s organization. 3.      Large company reliability with small company personalized support and pricing Endicott is an alliance of regional companies that haven’t adopted large company mentalities or  pricing. The alliance provides our clients with deep levels of expertise and technical availability. No former relationships will change and you can be assured your answering service pricing will remain competitive. This makes us the best answering service partner for your business.  4.      24/7/365 service – Service Availability Our clients can relax knowing that we’ve implemented high […]

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