FAQs

Customer 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 TEN 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.

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.

Testimonials

  • \"We are very pleased with how professional you sound! You are a 5 Star Call Center!\"

    – Pamela, - New Customer
    Adia Jun 03, 2013

  • “Please tell everyone goodbye and that you all did a wonderful job for me!”

    – Dr. Rhea Johnson, - Retiring
    Medical Practice Sep 01, 2013

  • I just wanted to let you know what a great job you are doing! Thank You.

    – Nancy S., - New Customer
    Valet Girls Aug 12, 2013

  • For the record you guys have a great service! This was my second time using your company and I will definitely use you again or recommend you!

    – Chad Evanson,
    Oct 19, 2011

  • \"Having used several answering services with different companies through the years, Tel-Us has exceeded expectations. The majority of our customer response is over the phone and we needed a reliable service to handle the ups and downs of a new direct response company. Tel-Us has had no problem delivering. Additionally, their defining attribute is ...

    – Ryan Miller,
    Kumato Labs Nov 07, 2010

  • You are all so wonderful!!! Many thanks for the wonderful note and for always taking such good care of us!!! Sending our best to all of you!!! Felice & Roger

    – Felice Freeman, Owner
    Infectious Awareables Nov 22, 2010

  • My best decision in my advertisement dollar was to hire Tel-Us to handle my incoming calls and secure my customer service by having someone answer all my calls 24 hours a day. I recommend Tel-Us to anyone who wants to secure a return on their advertising dollar.

    – Santos Lozoya , CEO
    Century 21 Community Aug 03, 2010

  • Tel-Us has been a consistent partner with DMI Music and Media Networks over the past several years, providing high quality, professional service to our large client base. We have come to rely on their service for providing 24/7, reliable, and courteous operators who are able to absorb high call volumes from our thousands of client locations. In o ...

    – Jeff,
    DMI Music & Media Networks Jun 05, 2010

  • Tel-Us Answering Service has been working with us since 2001. Their employees are prompt, efficient as well as courteous. It is a pleasure working with them. We look forward to the future with Tel-Us.

    – Angela C. Herndon, Supervisor
    Recruitment Department Aug 12, 2010

  • We have known Stacy, Simone & the people at Tel-Us for years, and we appreciate their telemarketing professionalism and expertise.

    – Ron Guerra, Media Director
    Broadcast Communications Media Apr 12, 2010

  • Having used several answering services with different companies through the years, Tel-Us has exceeded expectations. The majority of our customer response is over the phone and we needed a reliable service to handle the ups and downs of a new direct response company. Tel-Us has had no problem delivering. Additionally, their defining attribute is t ...

    – Ryan Miller,
    Kumato Labs Apr 12, 2010

  • We\'ve been working with Tel-Us since 2002. Stacy, Cheryl and the rest of the crew have been a pleasure to work with and we\'d highly recommend their services to anyone looking for a World Class call center. Tel-Us has always knocked one out of the park for us.”

    – Dave Perron & Brad Sondecker,
    Prostate Cancer Foundation and Home Run Challenge Apr 12, 2010

  • Tel-us is a pleasure to work with. They are fast, friendly and provide a terrific value for the tele-center services that they provide. Over the past 10 or so years I have happily recommended many of our clients to Tel-us.

    – Scott Richards, CEO
    Dial 800 Apr 10, 2010

  • Tel-Us Call Center does a great job handling mail and calls. They are courteous, and they get the job done! In 2010, when you can say that about a company, and their employees, you’re speaking volumes! Thank you Tel-Us!

    – Steve Canter,
    Pro Edge Sports Management Apr 09, 2010