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Q | What separates Time Communications' service from all others? |
| A. | Our statistics (i.e., average time to answer, amount of time on hold, length of calls, abandoned calls, etc.) are among the best in the business! The enthusiasm, quality, courtesy, professionalism and accuracy of our employees (a lot can be said about “Minnesota Nice”)! Our commitment to technology (and keeping up with it)! The wide variety of services we offer (we can do so much more than just take messages)!
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Q | How long has Time Communications provided inbound call center services? |
| A. | Since 1972.
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Q | Does Time Communications support 24 hour, 7-day a week operations? |
| A. | Yes, 365 days a year!
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Q | Does Time Communications provide literature fulfillment services? |
| A. | Yes. Please contact us for more information.
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Q | What happens to your system in an emergency situation (i.e., power outage)? |
| A. | We have an independent gas generator that starts immediately with any power loss. This happens with no “down time”.
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Q | Do you have reserve staffing available for immediate response to spikes in call volume? |
| A. | Yes. Our unique “at-home” program allows us to add staff at a moments notice. Our supervisors monitor call activity constantly, on a real-time basis.
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Q | What if my “call-handling” procedures change? How is this relayed to your
Customer Service Representatives? |
| A. | On-going training is continuous at our company. Clients are encouraged to participate in this process if they so choose. Action Forms are completed to assure each and every representative is trained and understands our client’s instructions.
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Q | Would your Customer Service Representatives have access to my web site? |
| A. | Yes. Incoming calls can be processed directly on your web site if you so choose. Our CSR’s can even “chat” with potential customers who are viewing your web site and might have questions.
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Q | Will you answer the phones with my company’s name? |
| A. | Yes. Each of our clients is provided with their own D.I.D. (Direct Inward Dial) phone number. This allows our representatives to know what call is coming to them, how to properly answer the call, and allows our representatives to view any and all information about your company you see fit! Often callers don’t know it isn’t your company answering the phone.
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Q | How is my rotating on-call schedule, for emergency call processing, presented to your CSR’s? |
| A. | We use a unique on-call scheduling system allowing you to create, and print if you desire, your own on-call schedule right over the Internet! Scheduling changes occur in real-time directly on our CSR’s screen. This eliminates the possibility of dispatcher errors, and gives you great freedom to control what our representatives see! Your own staff can view this schedule over the Internet as well, at any time, but of course only those with the correct login and password can make any changes to the schedule. You can even view the messages in your account over the Internet!
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Q | How can I receive my messages taken by your CSR’s? |
| A. | There are many message retrieval options available. Email, fax, two-way messaging, Internet, .wav files, cell phones, voicemail, FTP, Bulletin Board – you name it, we can probably do it! We will make every effort to accommodate your individual needs.
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Q | What information will I see when I receive a message? |
| A. | Your message will include the time the call was taken, the initials of the CSR who took the call, how and when it was delivered, and any dial-outs, or steps, we took when delivering the message.
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Q | Can I create my own script? |
| A. | Yes. The message form our CSR’s follow is developed by you. Line by line scripting can be created if you so desire. Our programmers are available to offer any assistance in this area as well.
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Q | Do you offer reports that assist in evaluating my calls? |
| A. | Our system has many built-in, commonly requested reports. Call Detail Reports,
Account Traffic Reports, Dial-Out Detail Reports, Management Reports and
ANI (caller ID) Reports are all available to you. We will gladly work with you to
customize reports you may need or find helpful as well.
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Q | I am new to this and am not quite sure how my calls should be managed. Is there anyone available to assist me? |
| A. | Our Communications Consultants and Programmers will work closely with you, making sure the information you desire is gathered, and presented, in a way that best suits your needs. We have decades of experience in this field and are happy to assist.
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Q | I am very happy with my in-house phone system, but it does not allow for a live operator after-hours. What can I do? |
| A. | Our system can often be mimicked to copy what your current system already does, but to include a live operator option. This includes up-front greetings, connections to individual’s voicemail, staff directories, etc. Call one of our Communications Consultants to see how we can match your needs.
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Q | Am I charged a fee to retrieve my messages? |
| A. | In most cases, no. We have developed a free “Check-In Line”, which allows you to access your accounts messages by dialing in, providing your account number and pass code, and accessing your messages.
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