How It Works
What happens when one of my customers calls in?
To give you an idea of how an answering service serves its customers, the following scenario is an example of what happens on a typical call we might receive.
- Your customer calls.
- The phone in our call center rings and our computer screen lights up with all of the information you have provided us about your company. This information typically consists of your company’s name, your current status (ex. lunch until 2:00), who’s calls should be directly forwarded to your cell phone or business line, and any other information you would like us to know.
- A Customer Service Representative (CSR) answers the call in your company’s name, or according to a script written by you. Customers often think they have reached a client’s office. They are unaware PCN is an answering service working for you. This gives your company professional, personal representation with the feel of a corporation.
- We can take a message or order, and page/text/call it out to the appropriate person, or patch the call through to you if that is your request. Your preferences allow us to screen your calls accordingly. This maximizes your phone productivity.
- The message will be faxed, emailed, paged, or left in a voice mailbox, along with the time of the call, urgency, contact information, and the nature of the call. These detailed call reports help you to stay organized and stay in touch with your clients, co-workers, or family members.
