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.
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.