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Frequently asked questions
When we say we offer full-service support, we mean it. Our revolutionary business model is designed to take care of every administrative, and back-office aspect of your business. We typically start by answering phones, text messages, web chats and emails because that’s where most small businesses are losing opportunities to contact customers and convert leads into sales, inhibiting their growth potential.
Next, we'll move into other administrative roles such as website design and maintenance, social media management and advertising, funnel creation, CRM management, technology management and more. There's really no limit to what we can do vs. a full-time staff (and beyond!)
Yes! Phones can be routed 7 days/week, 365 days per year. Our live agent answering hours are Mon-Fri, 6am-7pm MST, and Sat/Sun, 6am-6pm MST, with IVR routing outside of these hours (where callers can select to connect to a technician for an emergency, leave a message to be returned the next morning or use an AI receptionist) and on Christmas/Thanksgiving day.
We were created by small business owners, for small business owners. Specifically, the trade services. We cater to any self employed professional or small business, but we work best with those teams of 1-50 employees who have grown to a point where they NEED a part time or full-time receptionist, but don’t want to have to hire, train, manage, insure, and pay for a full-time employee. Since we are a fraction of the cost, we are a great fit for those businesses to help bridge that gap and grow to a point where they’re in a comfortable position to hire a full-time employee later on, in which case we still service their customers after-hours.
Our main industries are HVAC, plumbers, electricians, hair stylists, massage therapists, cleaning companies, web designers, printers, pressure washers, personal trainers, window replacers, contractors, builders, disaster cleanup companies, restaurant owners (not the restaurant itself), chiropractors, law firms, attorney groups, dental service operations, micro-gyms and fitness centers, butchers, bakers, candlestick makers, etc. Anyone who, when working with their hands or meeting with people, can’t, wont or shouldn’t be answering their phone.
LOCATION
All of our agents are located in the United States and we do not subcontract with any other call centers in any other countries. This means your callers will be able to clearly understand every word without any language barriers.
PRICE
Our competitors usually charge three or four times as much. Why so low? We have built our business around the work-from-home model and 100% of our staff telecommute. Meaning we have no big buildings to operate, and no expensive overhead. We pass those savings onto you, instead of padding our pockets.
TEAMS
We have ten US-based agents on each team, and your business will be grouped with a few others and assigned to one team. This ensures that you will always have the same agents answering calls for you. This allows them to develop a familiarity with your business and your clients, providing a better service than a company who bounces your calls around a pool of hundreds or even thousands of agents.
ON-DEMAND COMMUNICATION
Unlike our competitors, we connect you with your team directly via Slack instead of requiring you to email in requests and updates.
BACKGROUND NOISE (or lack thereof)
All of our agents utilize noise-canceling technology, removing dogs, other people, screaming kids, chickens or any of those other random unprofessional noises you tend to hear when you phone into a call center.
EFFICIENCY
Implementation is completed in as little as an hour. Need changes made to your script, account settings, call routing or more? We will make changes in real time by simply calling our help desk, or email them to us and have them uploaded in a few minutes.
RELATIONSHIP BASED
Implementation and Training: You’ll interact with your supervisor as you would your own secretary. They’ll work one-on-one with you to get all the training needed to take care of your business and then remain your point of contact for the life of your account.
Your office building’s answering service may sound impersonal, as they do nothing but take a message. We use a highly sophisticated script and call answering software so we sound as if we were sitting in your office as your own secretary. You also have the ability to provide custom training to our agents, who will learn unique processes to service your business. Not to mention, we operate 7 days a week beyond normal office hours. What time does your office building's assistant go home?
No, you can certainly continue to use your existing phone. We will simply provide a local or toll-free number for you to forward calls to, either conditionally (when you can’t answer) or unconditionally (24/7). The majority of our clients choose to use their existing number for marketing and advertising on their websites and social media, and not give out the number we assign them. In some exceptions, there may be a need to track separate marketing campaigns or perhaps you own multiple businesses and want to distinguish the calls that come from each. In which case we will create additional phone numbers to forward each line to as sub accounts. When we do any outbound calling we can use your existing phone number as the caller ID that your customers see.
No long-term contracts! We will have you sign a service agreement outlining the details of our services, but the length of our terms are day to day. If you want to stop service just let us know and your services will be stopped immediately, and an invoice will be created for the time used up to that point.
Most clients prefer to have them answered by our internal voicemail systems, where calls are returned by our agents on the next business day. Other options include transferring to a 3rd party (like your cell phone), utilizing an AI receptionist, or have a directory greeting message that the caller can select an emergency option to be transferred to someone on-call by pressing a certain button.
Yes! And there is no added cost for outbound calls. It’s billed at the same rate per minute as dictated by your plan. You’re responsible for providing the warm leads and complying with the National Do Not Call Registry. We DO NOT perform outbound cold calling, collections, or calls in exchange for sales commissions.
Other contact centers that offer 24/7 service are charging you for burning the midnight oil, when in reality very few calls come in during that 8pm to 6am shift. By closing during those hours, we keep our overhead lower. Also, since our agents work from home, our office overhead is non-existent. We built our business model after a shared-cost approach so you’re essentially partnering with our other businesses and spreading out the cost of a full-time employee. But, instead of a larger fixed amount…you’re paying a smaller base rate and your fair share for the minutes that you use.
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