Customer Care Doesn’t End at Five O’clock

Katlyne King Answering Service White Papers

Answering Service Customer Care Doesn't End at Five O'clock
Centratel answering service handles approximately 1,400 answering service accounts. These businesses range from Medical Clinics, Veterinary Clinics, Heating Ventilation & Air Conditioning (HVAC) companies, Funeral Homes, Home Healthcare/Hospice, Property Management, and many other types of businesses that require a “live voice” after-hours or during heavy call traffic periods. We process in excess of 150,000 messages per month.

Here are the three functions we perform as a national answering service, and you would do well to look at your own business to see which of these functions, if not all three, are most important to you.

  1. Call Capture. As an example, we provide answering service to a HVAC company. We answer the phone in the times the office is closed, after hours, and weekends. The purpose is to capture the call. When somebody calls regarding a problem with their furnace, for example, they REALLY need to talk to a live human being right away! If they reach voicemail, they will hang up and call the next listing they find on Google. We ensure the HVAC company “gets” the caller, and the business.
  2. Screening. For a medical clinic, doctors do not give our their home telephone numbers! Our task is to screen the caller to see if it’s an urgent situation or not, and then pass the call to the on-call physician. This protects the doctor’s privacy.
  3. Image. The client wants to project that they are large, they are available 24/7, and they offer exceptional customer service. This category could include any number of companies expecting calls after hours, but the purpose is the same: to enhance the image of the business.

When using voicemail as an after-hours answering service, the caller knows they are not going to get help until the next business day. This doesn’t give a good image for the company: it suggests smallness.

Most of our answering service clients benefit from all of the above three “reasons”, but with an emphasis on just one of the three. Capturing calls, protecting the privacy of your people, providing a first-class image, and giving your customers first-class customer care doesn’t end at five O’Clock.

*Centratel is an elite national telephone answering service located in Bend, Oregon.

Note: Centratel Telephone Answering Service focuses on a select number of vertical markets, including Medical, Veterinary, HVAC, Home Health and Hospice, Property Management. Centratel answering service serves approximately 1,400 clients. Located in Bend, Oregon, we provide services to clients in every one of the 50 states. There is simple pricing with no hidden fees and no long-term contracts. Is your business or profession one of our answering service specialties?

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