Keeping data streamlined and organized is the key to efficiency, particularly when it comes to on-call issues.
Consider property managers, who often deal with multiple vendors specializing in various jobs. Each on-call provider also follows his or her own schedule and has unique protocols that must be followed. This often makes dispatch procedures a moving target, and accuracy critical to ensure satisfied customers and non-disgruntled maintenance men.
With database management solutions, a telephone answering service can upload a client’s detailed calling lists, integrating them with the center’s own operation system. This guarantees your answering service’s agents have access to the most up-to-date information at all times, making everyone’s jobs easier and creating a seamless customer experience.
Here’s a quick breakdown of how it works:
- Clients send a list of their customers and locations to their outsourced answering service in an Excel spreadsheet.
- The spreadsheet is uploaded into a proprietary information table, quickly accessible by the call center’s operations team.
- When a call is answered after hours, an operator can immediately pull up the customer’s information from the information table, confirming them as a valued customer.
- The customer’s geographical location is also pinpointed, allowing the operations center to determine the closest and most appropriate on-call specialist.
Additionally, database management solutions help keep your company’s after hours and emergency procedures consistent and easier to maintain and update.
Your customers want to feel as though they are valued and heard. Database management solutions allow for an optimal degree of personalization, which achieves this goal. Give Edwards Answering Service a call at 800-606-3273 today to find out how our database management capabilities can benefit your business.