At the heart of every business and industry is the importance of customer service. However, sometimes the priority of customer service is undercut by pressing business operations. When client communications, such as phone calls, emails, and text messages become a burden, it may be an opportune moment to consider outsourcing your communications to a contact center, call center or answering service. To find out which one will work best for you and your business, you first need to know the differences and similarities between them.
Please join us in thanking and congratulating Paula Gordon, who is retiring after over 20 years of service at ASuperior!
Paula’s career with ASuperior began in the summer of 2000, when the company was still located in Conyers; she’s amongst the few remaining staff members that were part of the “Conyers Crew.” Paula started as an operator and has been a key part of our remote team efforts over the years. She retires as, outside of family, the longest active employee with the company!
In her tenure with ASuperior, Paula has:
• Served over 1,000 accounts across the country
• Over 5,000 days on the job fulfilling a shift
• Over 7,600 total days of service
• Over 38,000 hours of service
• Nearly 23,000 hours on the phone taking messages
• Nearly 1.4 million total minutes on the phone taking messages
• Over 1 million(!) total messages taken
Thank you for being such an integral part of the ASuperior team, Paula! We’ll miss you, and we wish you nothing but the best!
Feeling extremely honored and humbled to have been named the Greene County Chamber of Commerce’s April Business of the Month!
Blurb From Greene County Chamber of Commerce:
ASuperior Contact Center was founded in 1976 when Sandra Black saw a need for businesses. She knew helping companies provide great customer service would help their business acquire customers and keep those customers happy. They offer live answering services, live chat, email and business texting and more 24•7•365.
As a long-time staple of the Lake Country Community, ASuperior Contact Center assists businesses in maximizing their potential.
Mary Carter’s career with ASuperior began on July 24th, 1996 when our company was located in Conyers. Mary started as an Operator, has worked first, second, overnight and split shifts.
Mary made the transition to Madison and in recent years joined our remote operator team. She has worked wherever we needed her without hesitation, has proven her dedication through the years. Month after month and year after year Mary had perfect attendance. She is an absolute role model when it comes to dependability. Mary is the longest tenured staff member that is not family.
In Mary’s nearly 25 year career, we estimate she has accomplished the following:
1, 271 weeks of service to ASuperior
8, 896 days of service to ASuperior
30, 504 hours on the phone taking messages
50, 840 hours on the clock
1, 464, 192 messages taken
1, 830, 240 minutes on the phone
ASuperior Contact Center, headquartered in Madison, Georgia, are part of the elite group of front-line first responders. This industry of unsung heroes ensures communication continuity, so that others can focus on service delivery and patient care without interruption.
In the wake of the COVID-19 pandemic, ASuperior Contact Center quickly mobilized to ensure their agents could continue their work. Telecommunications companies like ASuperior have been the behind the scenes support industry and an important infrastructure asset for many essential and non-essential businesses and especially hospitals and trade services. Contact centers like ASuperior provide multiple communication avenues, such as live chat, texting, email monitoring, lead generation responses, and traditional answer services to engage and respond to people immediately. They are open and available around the clock – 24•7•365 to serve.
ASuperior General Manager, Michael Raymond says, “Our industry is a vital link between residents and trade services such as Plumbing, HVAC and Landscaping, just to name a few. Many trades are in high demand as residents continue to shelter-in-place. We’re also able to provide urgent/emergency dispatching services and also gather service requests and schedule appointments. Medical facilities are experiencing extremely high call volumes that are creating excessive hold times. Healthcare providers are overloaded with calls and urgent dispatching needs and this is really where our industry and team shines.”
As a four-time recipient of the ATSI Award of Excellence, ASuperior’s team has the responsibility to deliver rapid response answering with a high-degree of accuracy and call quality. While open and available 24•7•365, essential services such as live answering, urgent/emergency dispatching, call overflow support, order taking and virtual receptionist services have helped business owners ensure service continuity — especially when so many have had to lay-off their employees.
“We can help any business, and the best part about our services is that they are reasonable, affordable, and invaluable for essential and non-essential businesses. Our team steps in and frees up the experts to focus on their work, patients, or other critical matters,” says Shelly Massey, Director of Sales, Marketing & Development.
COVID-19 COMPANY UPDATE 4/8/20
In the past few weeks, much has changed regarding the current state of COVID-19. Like many of you, we have been monitoring the status daily and have adapted to the challenges. During these uncertain times, we understand we play a critical role in your business and we remain open for business!
As previously communicated, we expected an increase in call volume over a period of time and with that, longer wait times. This period has since passed, and we are happy to announce our call volume has normalized.
Our team is operating at full capacity and we are completely equipped to answer your calls. If you took action based on previous communications due to that time period in which we projected an increase in calls, please know you can confidently revert to us handling your calls in the manner previously in place. As a reminder, in effort to better service your account, we ask you to communicate any changes to your service so we can ensure we are handling your account at the highest level.
ASuperior has been and will continue to be here for you during these uncertain times. We thank you for your efforts to minimize the impact of a very difficult situation. We thank you for your understanding as we work through the ever-changing impacts of COVID-19. And most importantly, we look forward to getting through the challenges we face together.
COVID-19 COMPANY UPDATE 3/16/20
In the past few days, much has changed regarding the current state of COVID-19. A national state of emergency was recently declared. As part of the ongoing and rapidly changing impacts this is having across the country, we felt it important to provide some additional updates to our clients.
As mentioned in our previous communications, we are open for business. For us, it is of the utmost importance to assist in processing calls for our clients. This remains our number #1 priority in this once in a lifetime pandemic.
Businesses across the country and many we serve have begun taking the recommended steps from industry professionals. As part of this, many are instituting a work from home environment for their teams or simply closing. Due to this, we are expecting much higher call volumes and with that, extended hold times.
Our workforce is being stretched to its max. All our team members are working at full capacity. Our efforts to recruit, hire, train and implement additional agents will be challenged due the global impacts of COVID-19. We are asking our clients understanding as we work diligently answering all calls as quickly as possible.
If your office and or applicable business is planning to be closed, we ask that you keep the following items in mind:
- It is best to communicate with us via e-mail. It will free our staff to answer incoming phone calls. Please email our Supervisor on duty to send us any pertinent information, updates or on call changes. This inbox is monitored 24-7-365.
- It is possible for you, or someone on your staff, to answer phone calls during normal business hours either from home, or, their cell phone. Those who wish to put this into place are encouraged to call their phone provider and ask them for the ability to have Remote Call Forwarding. This will allow you to “remotely” transfer calls to your home # or your cell during the day, and then to us after hours. All of this is accomplished without you being in the office. You control the times.
- Understand our priority will be answering calls. Changes to your account may take longer than usual.
- We will not be able to return calls to patients or clients on your behalf. Our focus will remain will be on taking incoming phone calls.
ASuperior has been and will continue to be here for you. We thank you for your efforts to minimize the impact of a very difficult situation. We thank you for your understanding as we work through the ever-changing impacts of COVID-19. Most importantly, we look forward to getting through the challenges we face together.
ASuperior Contact Center
Headquartered in Madison, Georgia, ASuperior Contact Center announces an expansion with a new office at Lake Oconee. Opening in January, the new office will be located at 946 Harmony Rd, Eatonton, GA 31024 in the Magnolia Medical Group building. The contact center will operate 24.7.365 to support businesses communication needs with their customers.
Founded in 1976, ASuperior Contact Center provides traditional answering service, while offering new, innovative multi-channel communication mediums to encompass: Chat, Text, Email, Appointment Scheduling and HIPAA Secure Messaging.
“Our mission since 1976 has been to help business leaders be more effective. We offer a vast array of communication services to complement any industry to help leaders: schedule appointments, respond to lead generation emails, answer questions, assist with purchases, relay messages quickly and efficiently, and provide support for office closings due to weather or for holidays,” states Shelly B. Massey, Director of Sales, Marketing and Development.
“We are excited to be expanding and adding jobs in Georgia’s Lake Country,” said Michael Raymond, General Manager. “As a family-owned and operated business, we are proud to serve and support our community.”
Interviews will be held in the first quarter of 2020 for interested parties.
For more information about ASuperior Contact Center, kindly visit our website, call 24.7.365 at 800.344.6470, and connect with us on Facebook, Twitter, Instagram, Pinterest and LinkedIn.
Sandra Black – Founder
Tammy Jones – Director of Operations & Human Resources
Shelly Massey – Director of Sales, Marketing & Development
As a contact center, we are the 24hr customer service department for businesses across various industries including legal, home services and healthcare. Our services are multi-channel, which includes answering phone calls, monitoring and responding to email, chat and texts for businesses. We can transfer calls, take messages, place orders, make or confirm appointments or contact on-call staff for emergencies. We customize our services to meet the specific needs of each client.
We provide professional, courteous, contact center services, 24 hours a day, to businesses large and small across the United States. Our highly-trained agents are dedicated to obtaining and relaying accurate information, in a timely manner, according to our clients’ needs. We combine over 40 years of experience in the contact center industry with state-of-the-art technology to provide our clients with customized and affordable solutions.
Innovation, luxury customer service, and providing personalized attention to each of our clients and their customers. We are a family-owned small business serving other small businesses across the United States. We focus on all communication aspect of a business, so business owners can focus on their expertise and skill.
Why Did You Choose This Type Of Business?
As a former customer service rep in the business service division at Southern Bell, I enjoyed my job duties and came to know a lot about the answering service industry. I knew that I could serve the small business community in my hometown in Georgia and I had a strong desire to own and run my own business. – Sandra Black
To What Do You Attribute Your Success?
Hard work and many hours put into the business. In the beginning, I knocked on doors cold calling to get new clients. As the business expanded, we had to continuously innovate to keep up with the technology trends in our industry. We continue to stay relevant in our industry and serve our clients with the latest customer service trends and technology. – Sandra Black
How Do You Achieve Work/Life Balance?
As a 24/7 business, we must be intentional to make work/life balance a priority. We make a commitment to our clients and we take that commitment very seriously. Having knowledgeable, trustworthy and dependable employees, who genuinely care about our business, is the only way we can all achieve work/life balance. We invest in our team and they invest in us. – Sandra Black
Commercial buildings are getting smarter. They now include a growing variety of technologies that are part of the Internet of Things (IoT) phenomena. Across the globe, new buildings are being constructed with both wired and wireless IoT infrastructure that enables innovation. This article by David H. Deans explains more.
ASuperior Contact Center, of Madison, GA has been honored with the exclusive ATSI 2019 Award of Excellence for the 3rd consecutive year. This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services including telephone answering and message delivery across North America and the UK. ASuperior Contact Center was presented with the award at ATSI’s 2019 Annual Convention held at the OMNI Dallas Hotel, in Dallas, TX.
Independent judges are contracted by ATSI to evaluate message services over a six-month period. The scoring criteria includes:
– Response Time
– Courteousness of Rep
– Accuracy of Call
– Knowledge of Account
– Overall Impression of Call
“The ATSI Award of Excellence is a great way for our members and their employees to evaluate how they are providing service to their customers. It enables them to identify the things that make them great and also the areas that they can work on to get better. We have members that have been involved in the program for decades and are very proud each year when they win the award.” Says ATSI President Joseph Pores.
The award started 23 years ago as a means to improve the overall quality of the call center industry by setting expectations and measurements to ensure a successful call handling experience.
Now a three-time winner, ASuperior Contact Center has earned the Silver Award for three consecutive years. ATSI extends its congratulations to the staff of ASuperior Contact Center on their proven quality service to their customers.