Property Management Answering Service
Updated April 28, 2017
Your customers, your staff, your bottom line: These are your priorities during regular 8-5 work days. But, what happens during off-hours, the other 75% of the time that intense management is not available? During these times it is critical that you offer your customers, staff, and tenants the same quality service they obtain when dealing directly with your own front-office staff.
(Note: This web site is different from other answering service sites. Our prime objective is to provide you information, not to simply “sell” you. Of course we want to provide you service, but our first aim is to inform. Within this site you will find nearly 200,000 words of answering service-related content accessible via a search feature. The information is constantly updated and is as objective as it can be, considering we are a for-profit entity. For information about the answering service industry itself, go here.)
We invite you to review testimonials from our current clients.
Personal and property liability risks are inherent to property management so after-hours calls must be handled efficiently, immediately and with great care. Our various relay protocols, built on 33 years of emergency dispatch for the medical profession, have a major commonality: It is critical that your incoming calls be handled exactly as described in the 1-2-3 step property management telephone answering service relay method that has been specially designed for your company. The essential element in the answering service relay protocol is that the urgent message is delivered, quickly and efficiently. The new property management client is carefully interviewed by Centratel’s new-account specialists to determine what exactly constitutes an emergency and how to relay the information to on-call personnel.
Absolutely dependable, it is the Centratel Telephone Service Representatives (TSRs) job to carefully follow relay instructions to find a balance between needlessly disturbing your on-call personnel and efficiently connecting him or her to tenants or owners who truly need immediate assistance. Once the property management answering service relay protocol has been established for your account, it is followed tenaciously by the TSR unless we have been given real-time instructions otherwise. As illustrated in an answering service case study, we have developed 1-2-3 step relay procedures to provide near zero-defect call screening/dispatching processes.
Centratel’s capabilities are expansive. Do you have multiple property management offices? We will seamlessly mesh all your properties, providing a blanket on-call message delivery protocol or creating individual message delivery scenarios for each office. Hard-copy call activity backup can be provided to headquarters and/or to each individual office.
Centratel Quality: Quality of message taking and message delivery is, of course, subjective, but Centratel’s systematic protocols have developed directly as a result of handling emergencies for our many medical clients. What is true for a medical urgency is also true for any non-medical urgency. The transaction with the caller must be professional, accuracy must be zero-defect, and the process of taking the information and delivering it must be concise, fast and efficient. All this must be accomplished by TSR’s who perform in exactly the way you expect your front office personnel to perform: they are personable, informed, positive and not rushed.
In 2005, after over 20 years in business, we coined ourselves the “highest quality telephone answering service in the United States.” It’s a bold statement but not over-the-top. Here’s tangible evidence: Our most recent Customer Reported Error Rate (October through December, 2017) was one error for every 13,416 message transactions processed. What better indicator of quality than current customers’ direct feedback?
Your office personnel have a direct connection to a specific Customer Service Representative (CSR). Our customer service department is organized so that you will have one person assigned to your account who handles all client issues directly with the TSR staff. Your Customer Service Representative will know your people personally and understand your property management telephone answering service account intimately. Indirectly becoming a part of the property management office staff, your CSR is friendly, professional and dependable. After-hours, and in the absence of your assigned CSR, a skilled on-site Operations Supervisor will be immediately available to answer questions or handle unusual answering service or call center situations.
All calls are digitally recorded, providing a solid record of any conversation between our TSR and your caller. This is a critical element in determining liability issues–experience has shown that over 90% of client complaints are based upon caller misunderstandings or errors, and not based on TSR error.
Centratel generates hard-copy backups of all transactions. For routine messages, there are a variety of delivery options available including voice mail, fax, cellular text and Email. If you use our daytime answering service, messages can be delivered one at a time as they are taken, or in batches. All elements of every after-hours on-call contact are batched hard-copy to the client’s office each morning. We can provide full archiving of answered messages for a period of three years.
There is an almost endless array of message delivery and message retrieval options including picking up your messages anytime from any web enabled computer, or your smartphone, with our free on-line message pick-up service.
At Centratel our people make the difference. Applicants for the TSR position undergo an extensive interviewing/testing process. We have a zero-tolerance policy regarding substance abuse: Drug testing is part of the interview process, and frequent random testing occurs with all answering service and administrative staff.
Training is incessant and rigorous; our expectations are high. In turn, our TSR staff enjoys wages and benefits in the top 2% of all telephone answering services nationally as they perform in a work environment that is both calm and invigorating. We don’t hire part-time answering service staff; Centratel TSR’s earn a living wage and consider their positions as careers. We break the stereotype of telephone answering service industry in which operations personnel are too often under-paid and overworked. At Centratel, we work in the opposite direction, fully acknowledging that the key element in a superb answering service message relay lies with the people who handle the calls. And unlike the majority of answering services that discourage clients’ contact with operations personnel, we invite you to personally inspect our physical operation in Bend, Oregon and meet the people who actually handle your calls.
Our TSRs use the absolute latest and most dependable 100% digital call processing equipment available. Ours is a complex business: All primary systems are redundant and backup systems are readily available. One of Centratel’s three IT engineers are available 24/7/365 in the remote chance of a systems malfunction. Mechanical support includes robust UPS/battery backup with heavy duty generators and redundant servers.
Located in the Pacific Northwest, the most stable environmental location in the lower 48 states, we are not susceptible to hurricanes, tornadoes, floods or earthquakes.
And, we do it all at a reasonable price! Almost needless to say, for the property manager, the liabilities associated with poor after-hours message relay can far exceed the monthly costs of a reliable telephone answering service.
To apply for service, go to our Price Quote page.