A letter to Centratel clients during the Covid-19 Crisis from Sam Carpenter, President and Owner
For the last thirty-nine years, we have been providing our clients with the highest quality – and now, the most reliable – answering service in the United States. Of course, the safety of our individual team members is paramount. Know that our staff is receiving up-to-the-moment guidance so they can keep themselves and their families safe in this COVID-19 emergency. We continue to precisely follow CDC guidelines as well as our own unique protective protocols.
But another top priority as an organization is to be able to process your incoming calls without interruption no matter the situation. To finally achieve that goal, over the last 12 months we’ve heavily invested in a redundant, fail-safe infrastructure – equipment, staff and protocol – that will enable our operators and administrative staff to work from an alternative location should the requirement for a total headquarters evacuation arise.
Today, our Bend, Oregon offices could be vacated without prior notice and for any reason and we will be able to continue to process your calls without interruption.
Nationwide, only a tiny percentage of the approximately eight hundred 24/7/365 answering services have this “total-redundancy” capability.
This massive system improvement includes the most stable and reliable telephony infrastructure available supported by a 100% redundant on-site/off-site and cloud information technology architecture, distributed multi-technology data backups, and state of the art connectivity with multiple wired and wireless fail-over carriers. With this, continuity of service is assured and the possibility of losing client information and caller data is near zero.
In terms of protocol and guaranteed continuity-of-service, Centratel now is, essentially, a privately operated 911 operation.
Yes, Centratel is classified as an “essential business” at the state and federal level.
Although we strive to answer every call “live,” in the midst of this COVID-19 emergency, overall incoming call-traffic has sometimes been difficult to predict and so there may occasionally be an increase in hold times. To counter this challenge, we are increasing our staffing.
If you have any questions or concerns, please contact our customer service department.
Thank you SO MUCH for employing Centratel!
President and Owner