Call Center & Answering Service News

Why You Should Go with a Certified Answering Service

If you’ve shopped around for answering services, you’ve surely seen a pattern. What’s the one thing they all claim? Every answering service insists that they provide quality service. But as they say, talk is cheap. Can they backup their claim by actually doing what they say?

Topics: telephone support after-hours support Business solutions HIPAA Business Answering Service Call Center virtual receptionist award winning telephone agents need help after-hours for business can't afford receptionist can't afford on call members

Construction Company Benefits from Expanding Their Answering Service’s Role

Tim Koenig poked his head in David Lynde’s office Monday afternoon, wearing a big grin. “We got the Fitzgerald Natatorium job!”

David beamed. “That’s a 2.6 million dollar project!”

“I know,” Tim replied. “I quoted it, remember?” 

“Well, now that we’ve got it, how are we going to manage it?” David asked.

“That’s your department, not mine. I do know that we seriously need to do something to track shipments. We have a $10,000 a day fine for every day this thing runs over schedule. This job can put us on the map, but it can ruin us if we’re not careful.”

“I’ll get to work on it,” David said.

The next day, Tim dropped in again. “You know David, I think we should just hire a full-time guy to coordinate this stuff. What it could cost us in fines would more than pay for him.”

“What do we do with him once the job is finished?” David asked. “Let him go?”

“I’d hope we could keep him, but if not we’ll just lay him off,” replied Tim.

“I don’t feel comfortable doing that,” David said. “But I’ve got an idea, let’s talk about this again tomorrow.” David reached for his phone.

On Wednesday, Tim was back. “Well, David, what’s your solution?”

“I’m outsourcing this to our answering service,” David said.

“You’re kidding! This isn’t just taking messages. We need someone who can coordinate shipments from our dealers, distributors, and subcontractors.”

“You’re right, and I’m not kidding.” David’s face showed just how serious he was. “The project schedule is already in a database. They just need to log shipment confirmations, contact companies who don’t respond, and let me know of any potential delays.”

“I don’t like it, David.” Tim shook his head. “We should just hire someone and be done with it.”

“Don’t worry” David replied. “This is an affordable way for us to get excellent help immediately. Trust me.”

A month later, construction was well underway. Tim dropped by David’s office. “How’s the Fitzgerald project going?” 

“We’re on time and on budget,” David replied. 

“That’s what I wanted to hear!”

“I told you to trust me.” David smiled. 

 

Drew Ritter is the Owner & President of Advantage TeleMessaging, Inc. Contact us to learn how a telephone answering service can answer your calls 24/7 to better serve your customers. 

Topics: Business Answering Service Call Center Business solutions after-hours support full-time hire alternative telephone support

Answering Service Case Study: Properly Handling Employee Call Offs

The phone was ringing before Lauren could even sit down. She answered it. It was her boss, Michael Reite, the executive vice-president of human resources. She listened while he rushed through his news.

Topics: Business Answering Service Call Center HIPAA call offs reports offs employee lawsuit

Telephone Answering Service Helps Business Grow

Dennis Harris, owner of ACSI Business Machines faced a problem. His office machine business had a high number of calls at certain times of the day and during particular times of the year that he couldn’t keep up with. He was losing customers who couldn’t get through due to busy signals or whose calls they weren’t able to answer in time.

Topics: Answering Service Call Center Business

Advantage TeleMessaging, Inc. Wins Coveted Industry Award of Excellence

We are excited to announce that Advantage TeleMessaging, Inc. has once again earned the Award of Excellence for Outstanding Service by the Association of TeleServices, International (ATSI)!

Topics: Answering Service Call Center Business

Providing Quality Answering Service Requires Ongoing, Intentional Effort

Providing Quality Answering Service Requires Ongoing, Intentional Effort

Topics: Answering Service Call Center Business

Are You Ready To Take The Call?

Dazed, Bill Mason cradled his head in his trembling hands. Five minutes before, his line supervisor had rushed into his office reporting that the LM-1100 had broken its diamond saw blade, and they did not have a backup on site. Bill had just made an emergency call to his supplier and left an anxious message on their answering machine. 

Topics: Answering Service Call Center Business

Spotlight on Drew

Berks County Living recently did a profile on Drew Ritter, owner and President of Advantage TeleMessaging, Inc. You can check it out here:
http://berkscountyliving.com/people/profiles/drew-ritter_1/
Topics: Business Insider

Are you HIPAA-Compliant?

HIPAA-compliance is a vital practice all businesses must adhere to when handling Protected  Health Information (PHI) and Electronic Patient Health Information (ePHI). Ever since the final  HIPAA omnibus ruling came into effect in March 2013, the Health and Human Services Office  for Civil Rights began cracking down on non-compliant Covered Entities and Business Associates.
 
Even with these new changes in effect, many Covered Entities and Business Associates continue  to  conduct their daily communications in an insecure manner and, whether aware or not, in a  method that is in clear violation of HIPAA’s standards.
 
Many are well aware of the consequences and have taken the necessary steps to become  compliant. For those who have not, or are not sure if they are compliant, we have outlined the  steps you can take to rectify this, as well as list the ramifications you may be subject to if found  in non-compliance.
 
The intention of this post is not to scold or make an example of anyone, but to educate  those who may still be in danger of being found in direct violation of HIPAA’s standards. 
 
An important first step to take to becoming HIPAA-compliant is to have a Business  Associate  Agreement (BAA) in place. You must share the BAA with all vendors such as answering services , shredding companies and anyone else who might come into contact with PHI. Once  these agreements are signed and all parties enter into the contract, it ensures that the Business  Associates meet HIPAA standards by protecting PHI. If they do not, they are liable and subject  to civil and criminal penalties for actions not authorized in your BAA.
 
In regards to having a BAA in place to further protect your PHI, it would also be beneficial to  your business or practice to consult with an attorney who has had experience with medical and  HIPAA regulations. When it comes to being compliant, it’s not necessarily a bad thing to be over  prepared.
 
One of the fastest growing concerns with the protection of PHI/ePHI is the use of SMS, also  known as “text messaging”. While convenient, it is commonly mistaken as a safe and secure  method of sharing PHI/ePHI.
Topics: Business Answering Service Call Center HIPAA