Tech Support Answering Service
Updated April 28, 2017
For your hi-tech company, Centratel provides an efficient, personable human connection 24/7/365, ensuring that no call goes unanswered. We’ll “capture” your call, take a message and, if necessary per your relay instructions, contact your support team so they can assist the caller directly.
To be clear: We are a message-taking and message-delivery service. We’re a perfect first-contact for your callers, taking their messages in a concise professional way; then delivering those messages to your ever-changing on-call personnel. However, we don’t provide tech support to your callers, and we don’t interface with your help-ticket or other software.
Have you come to this website because your current telephone answering service is not performing? If so, you are not alone. The huge majority of our new accounts come to us because they are dissatisfied with a former answering service provider. Here are the statistics, unmatched anywhere: Our most recent Customer Reported Error Rate (January through March, 2018) was one customer-reported error for every 12,297 message transactions processed. See company president and majority owner Sam Carpenter’s letter, “Why Centratel.”
Centratel is poles apart from other telephone answering services, providing the next level of professionalism. Statistically, we are “the highest quality answering service in the United States.”
(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.
Daytime over-flow answering service. An option: When your lines are too busy, we can take your overflow traffic and you will never miss a call. We can take a message and instantly get the information to your on-call staff via email or text messaging. Or, we can connect your caller “live” to a cell phone or a back number at your office.
Centratel generates hard-copy backups of all transactions. For routine messages, there are a variety of delivery options available including voice mail, fax and Email. If you use our daytime answering service, messages can be delivered one at a time as they are taken, or in batches. In addition, all elements of every after-hours on-call contact for the past 24 hours can be batched hard-copy to the 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.
Our various answering service message relay protocols, built on 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 call center relay method that has been specially designed for your company. The essential element in the relay protocol is that messages are delivered quickly and efficiently. Our new client is carefully interviewed by Centratel’s account manager to determine exactly how we should handle incoming calls. What we’ve learned through processing calls for hundreds of hi-tech companies just like yours is that messages must be accurate, and they must be delivered quickly, cleanly and efficiently. Your clients pay for solid customer support and they expect it right from their first interaction with our telephone service representative (TSR).
Centratel Quality: Quality of answering and message delivery service is, of course, subjective but Centratel’s systematic call center protocols have developed directly as a result of handling emergencies for our many medical clients. What is true for medical urgencies 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 fast and efficient. All this must be accomplished by TSRs who perform in exactly the way you expect your front office personnel to perform: they are personable, informed, positive and patient.
Centratel has the same operational/management challenges that you have. We must receive and process messages, handle human resource issues, schedule new projects, deal with inventory, plan for the future and handle after-hours situations. We use the same telephone answering service tools we offer our clients and we’ve honed the necessary processes to offer you refreshingly personable and zero-defect receptionist services.
All calls are digitally recorded (where allowed by law), 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.
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 sand 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 call centers nationally as they perform in a work environment that is both calm and invigorating.
We don’t hire part-time answering service staff; all TSR’s earn a living wage and consider their positions as careers. We break the stereotype in the call center/telephone answering service industry that operations personnel are underpaid 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 call centers that discourage clients’ contact with call center 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 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. Centratel’s two certified 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.
Your office personnel will have a direct connection to a specific Customer Service Representative. Our customer service department is organized so that you will have one person assigned to your answering service account who handles all client issues directly with the Telephone Service Representative staff. Your Customer Service Representative (CSR) will know your people personally and understand your account intimately. Indirectly becoming a part of your front 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.
And, we do it all at a reasonable price! At Centratel, you can be assured that your monthly answering service investment is solid and worthwhile.
To apply for service, go to our Price Quote page.