Centratel is a particularly complex operation with three products: telephone answering service, paging and voice mail. It is a challenge to provide any one of these products alone, much less all three in complex packages. Organization, strict protocol, documentation and consistent monitoring of both technical systems and human performance are at the root of Centratel’s success.

Included here are articles and procedures that have proven valuable in the operation of Centratel. Making allowances for their application to the answering service industry, many of the principles discussed here are applicable to other businesses and professions.