Frequently Asked Questions can be related to Service, Billing or Technical Details. So, take a look at the questions we are asked most under each category, and see if we have the answer you seek. If not, please give us a call and let us help you.
FAQs Re SERVICE:
What are your hours of operation? Our agents are here for you and your callers 24 hours a day, 365 days a year! Someone is always available, awake and alert! We have Management on call should there be any need after the business office is closed. Our business office for sales, training or a general visit is open Monday through Friday during typical business hours.
Why should I choose Tel-Us? Tel-Us Call Center offers award winning service for all your call center needs. We have been answering calls for over 31 years and we go beyond “just” answering service. Our philosophy is to provide you and your company with excellent service – to your callers and when we assist you. Whether you only send us overflow calls, or you completely outsource all your telephone answering needs to us, we are here to take your calls 24/7 365 days a year. We work closely with you to customize your account to fit your order taking, answering service, seminar registration, or other inbound telemarketing needs. We also happen to be a bilingual call center!
We are the only call center in California to win the Award of Excellence for Twelve CONSECUTIVE YEARS!
What types of service do you offer? We are a 24/7, bilingual, call center and live answering service. We can simply take messages, or we can customize our screens to match more complex call handling. We integrate our software with your needs utilizing your website when applicable. Our services include, but are not limited to: Answering Service, Order Taking, Ad Response, Assisting your website visitors by answering questions or completing their order, Web Chat, Email Response, Surveys, and even Voicemail services. We also offer the use of our Prestigious Mailing Address & Conference room giving you a “virtual office” that keeps your overhead down.
We have customized plans to specifically cater to your needs. If you are unable to find a specific service listed on our web site, please call us. We offer many services besides the ones listed here.
Do you offer bilingual service? Yes, we do. Our staff is highly skilled in both English and Spanish. Other languages can be handled using a 3rd Party Language Line.
What if I don’t have an office but I don’t want my callers to know? Your callers never need to know this. We will identify ourselves to them as you prefer. Our staff is highly competent and trained which means that your clients will believe that we work in your office! The callers won’t guess that these calls are outsourced.
Is your Beverly Hills Address a P.O. box number? No, our mail service customers receive their mail at 8447 Wilshire Blvd., Ste 401, Beverly Hills, CA 90211. We provide a professional and prestigious mailing address. In addition, we have a conference room available for use on an hourly or daily basis.
How is your staff trained and quality controlled? We carefully and rigorously train our staff with state-of-the-art interactive programs developed by national trade industry experts; thereby allowing each staff member to benefit from hands-on training prior to dealing with live calls. Consistent monitoring and interaction by our customer service department assures that quality continues on a daily basis. This should assure you that your business will be in safe and reliable hands.
Do I need an answering service even if I already have an office assistant? We will be there for your customers when you can’t. Your office assistant cannot be available at all times such as weekends or after work hours. This is where we step in to fulfill the role of a personal assistant and more. You will never have to miss an important call or opportunity, because you or your assistant were busy attending another task.
Will my callers experience any hold time? We staff our agents according to our daily statistics. It is our goal to answer by the 2nd ring and never have anyone wait more than the industry’s acceptable standard of 40 seconds. There are certain times of day when we receive a higher spike of calls and we attempt to schedule accordingly. However, just like any busy office, to say a caller would never be on hold would be a fabrication. Our goal is to work to avoid holds, but if callers must wait, we do our best to minimize that time.
How do call center agents know what questions I need asked of the caller and what information I require? We understand that the needs of every customer are unique. We ensure that our tele-receptionists have all the relevant information in front of them when needed. We will strictly follow a script compiled by gathering information from you and instructions provided by you. This makes it a very seamless process. If you ever need to change or add information, we will do so for you.
How do you handle emergency calls? This is entirely up to you. You decide what an emergency is and we will follow the exact instructions provided to deal with these urgent calls. You can fill out our account profile and let us know what your office protocol is. We can text, email or connect callers. If there is an on-call person to reach, we can have that information in your account.
FAQs Re BILLING:
What will your services cost me? It depends on what you need us to do for your business. In some cases, we may just take a simple message, and in other cases we are handling customer service, taking orders or pre-qualifying leads for you. So, we customize a billing package to meet your particular needs. The number of calls, and length of each call, will determine the pricing we offer. Our goal is to help you determine the specific information you want us to capture from the callers, then estimate the time each call might take, and create a plan that matches. Please give us a call and let’s talk about what you need. Then we can tell you how we can service those needs and what the cost will be. If it is not what your budget can handle, we can modify our services or help you shorten the process so each call may take less agent time. One thing we can guarantee… the cost to hire our team of agents for coverage 24/7/365 is significantly less than even 1 staff member in your own office! So, give us a call and let us know what you need. We’ll give you a quote and you can see the value for yourself.
How can I change my service plan? Simply give us a call and we will see what we can do! You can call us any time to review your account. Then, if we make changes, we can tell you when the new plan will apply.
Do I have to sign a contract? We do have a service agreement which outlines the terms under which we work together.
Can I pay my bills online? We are working on that option! In the meantime, you can pay us electronically or give us a credit card to use each billing so you won’t have to do anything!
What am I being billed for ? We bill for the services we provide to you. Once we determine what you need and are taking your calls, we bill you for the work we do on your behalf.
Am I billed per message, per call or by time? We usually bill for our Agent’s Work Time for the time spent working on your account. That means when they are doing something on your behalf, you get billed for that time. In some cases, and usually on medical accounts, we will determine rates per call. We remain flexible so we may work with our customers to create a win/win agreement on pricing.
FAQs Re TECHNICAL DETAILS:
Will I need any special equipment or phone service? Not at all! You are required to have call forwarding on the line(s) you wish to forward. This is arranged through your local phone company. We will take care of the technical side without causing you any hassle.
How can you get my messages to me? Email, Text messages, Secure Messages, Pager, Fax and even voicemail are some of the most popular methods available. If you need us to connect a caller or reach you on your cell or at your residence, we can do that too. Call us and we will figure out the best option for you.
Is it possible to have different message delivery instructions for different members of our staff? Yes! We said we customize according to you needs and we truly mean it! Simply tell us what you need and we will be happy to provide it.
Can you transfer or connect my calls directly to me? Yes, we can certainly do that. We will forward your calls to your preferred number, local or long distance.
What if I have my own toll-free number? Is it possible for you to answer those calls? Yes, it is. You can call forward your 800 number to us like a standard telephone number.
Do you have back-up measures in place in case of a hardware or software failure? Yes, we do. We have a full set of spare hardware and software backups that can be deployed in the event of a natural disaster or failure. In addition, we have many hours of battery backup in case of a power outage. We also have multiple channels for calls, allowing us to move calls from one option to another in case of a carrier outage. We take as many precautions as possible and our runtime is well over 99.9%!
Is it possible for me to forward my cell phone to your answering service? Yes, you can most definitely forward your cell phone to our answering service.
If I’m travelling overseas, can I still get my messages? The best option for overseas is email. We can email you messages upon completion of a call, or once a day if you prefer.
Can I program my on-call schedule on your Web site or change it last minute? You can give updates to our agents and your account can be noted immediately. Entering the usual On-Call information can be done by us in advance. Soon, you will be able to enter your own on-call information online! Ask us about that.
Can I make changes to my script as often as needed? Yes. Many changes are simple and we can implement them immediately. More complex changes may take a little longer.
Is it possible to record my own greeting for customers to hear when they call? Sure, we can set up a prescreen voicemail greeting that you can record!
How soon can I start using your call center for live answering service or customer service?
As soon as you fill out some paperwork, we will get started setting up, programming and training on your account. Depending on the complexity of the account, in some cases we need 1-2 days to be ready. For more complex setups and more detailed agent training, we may need up to 10 business days. We’ll confirm the timeframe with you when we work with you to get started!