5 Ways Call Center Technology Can Streamline Your Business

bulb-40701_960_720Streamlining business practices is essential for any company that wants to succeed in balancing enhanced productivity with excellent customer service. At Towne, we don’t believe that “streamlining” means doing things the same way everyone else does. In fact, we believe truly effective streamlining comes from customizing solutions to address the specific needs of each client.

Technology is an incredible asset in that realm, and is one of our specialties. We’ve seen over and over again how customizing technology to address a client’s desired outcomes helps their business, often in ways they hadn’t even thought about. Here are a few ways technology can help:

Localize Service

By utilizing a customer’s database, call center receptionists are able to determine exactly where a call is coming from and, as a result, be able to personalize as well as expedite services. This can be as simple as “How’s your weather today in Allentown, Mrs. Smith?” or as useful as sending the closest on-call technician to a caller in need.

Customized Answering Options

A call center can offer a unique combination of voice mail options along with live receptionists who are ready to take a call. For example, a doctor’s office may opt for callers to first hear a message saying the office is closed after business hours, but then be prompted to press 0 if they need to speak with an after-hours receptionist. This is especially useful if a caller has an urgent question or needs to get in touch with the on-call doctor. Having the option to press 0 and then speak with a live person is a lot more comforting than leaving a voicemail and wondering when—or if—their call will be returned.

Roll-over calls

Many businesses use call center answering services as a backup for those times when the phone is ringing more than staff can manage. If the phone rings a third time, for example, it will then roll over to our receptionists who answer the call just as if they were that business’s staff member—which, in essence, they are.

Front desk

We work with many entrepreneurs or one-man-band businesses who are often too strapped to take calls while actually doing the work that they hope will bring them more calls. And some of them, like plumbers or electricians, need to be on-call 24/7. Our call center is their front desk, operating literally as their 24/7 receptionist taking all their calls. The urgent ones are passed along via the communication method they prefer, such as text or email, while the ones that can wait are recorded for the client to attend to when they have a chance.

Our front desk services also enhance the small to mid-sized company that would like to appear larger but can’t afford the payroll expense of an additional employee. Our staff can transfer calls or take messages as if we were there.

Web Portals

Clients are able to view and deliver messages, listen to call recordings, and change their on-call schedule through our secure, password protected portal. Clients can also use the portal as their own messaging portal and send messages to their own staff or communicate with our front-line operators. We can also upload and download files to and from our systems. Most importantly, all messaging is privacy protected as well as HIPAA compliant.

And, as mentioned in our last post, we are able to customize our web portal so that a physician or staff member can make notes for the patient’s health chart and only have to record the data once. This application is repeatable for many other industries!

By delivering customized technology solutions along with personalized and professional customer service, Towne Answering is proud to make the lives of our clients much more streamlined and productive.

If you’d like to learn more about how Towne Answering Service can partner with your business to provide personalized, exceptional customer care, please call us at 800-660-4316 for a free consultation, or visit our website to learn more about our various business solutions and service commitment. Whether you are an existing or a new client, Towne Answering Service is always happy to consult with you to create a call center or answering strategy that meets your specific needs and aspirations.

Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.