Answering service quality is 100% dependent on human action and, in the course of a day, a multitude of human decisions are made by the people who handle calls: Telephone Service Representatives (TSRs).
Like any other answering service, because we’re dealing with real, live human beings, occasionally errors can occur.
But note that Centratel’s error rate is light-years ahead of industry standards. Our most recent Customer Reported Error Rate (January through December, 2023) was 1 customer-reported error for every 8,910 message transactions processed.
Here’s a testimonial from a new medical client that had just finished their 30-day trial:
“Hi Kendra,
Of course, I love the cost as it is pretty close to the amount I was allowed by the president of the company. I did tell him that if we did not continue with Centratel, I would resign as the Director of Customer Service, and I meant it. It’s a great fit. We have had NOT ONE complaint from a patient or in-house which, as you know, we received daily with our former answering service. I love how the reports are being generated by first name. Everyone here is just so happy and I don’t know how you do it, but that daily report is in at exactly 9 am; not 9:01 and not 8:59. I keep each one in my Simple Nursing/Centratel folder, and it’s a great review for me to make sure all the calls are going to the correct person, and they always are. That part is certainly difficult because some incoming calls can be vague and could easily be sent to the wrong person.
“I love you, Centratel, and the price. I’m ready to sign whatever documents you require.
“Thanks for the great service, the free month, your reliable calls and your willingness to find easier ways to make me happy.
“To a great partnership,
-“KB, Phoenix“