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ASuperior COVID-19 Client Communication

ASuperior COVID-19 Client Communication

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.

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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:

  1. 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.
  2. 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.
  3. Understand our priority will be answering calls. Changes to your account may take longer than usual.  
  4. 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.

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(3/13/2020)
ASuperior has been monitoring the evolving status of the coronavirus disease (COVID-19) very closely. We understand many of our clients may be impacted and we too understand the impacts this may have on our ability to serve our clients. At the present time and foreseeable future, we fully expect to continue conducting business in a manner that will have minimal to no impact on our clients and their callers. Our teams at both our main and recently opened offices, in conjunction with our existing remote agent team will continue to service our clients and their callers across the country. We are also prepared to deploy additional remote agents on an as needed basis. Should our business become disrupted in a manner that impacts our ability to service our clients, we will take immediate action communicating any critical information to our clients.
 
If your office is closing and or you expect your normal operations and procedures to be disrupted, we ask that you inform us as soon as possible. This will help ensure we are servicing your account to the highest level. The most efficient form of communicating any changes in your operations is by emailing our Supervisor on duty. This inbox, like us, is monitored 24.7.365.
 
For additional information regarding the current status of COVID-19, we encourage you to visit https://www.cdc.gov/coronavirus/2019-ncov/index.html.
 
 
Stay Safe,

Michael Raymond
General Manager 
ASuperior Contact Center

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Women In Business

Women In Business

Sandra Black – Founder

Tammy Jones – Director of Operations & Human Resources

Shelly Massey – Director of Sales, Marketing & Development

 

Our Business: 

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.

Our Mission:

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.

Our Strengths:

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

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How IoT technology continues to drive smart building innovation

How IoT technology continues to drive smart building innovationHow IoT technology continues to drive smart building innovation

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.

 

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Outstanding Service Earns Award of Excellence

Outstanding Service Earns Award of Excellence

3 Years 2019

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.

“Our team is simply the best. We are so proud of our agents and the high-priority service they provide our clients across the United States. Our number one goal is to provide support and assistance to professionals, so that they can focus on building their business and growing their revenue. We are honored to receive this award, once again, and hope to continue to be a benchmark example in the contact center industry in both customer service and innovation,” said owner, Sandra Black.
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A SUPERIOR ANSWERING SERVICE & CALL CENTER ROLLS OUT A NEW LOOK FOR 2019

ASUPERIOR ANSWERING SERVICE & CALL CENTER ROLLS OUT A NEW LOOK FOR 2019A SUPERIOR ANSWERING SERVICE & CALL CENTER ROLLS OUT A NEW LOOK FOR 2019

Founded in 1976, A Superior Answering Service & Call Center announces a new brand image for 2019. From call center to contact center, ASuperior Contact Center still provides traditional communication services, while offering new multi-channel communication mediums to their service menu. The new logo features a clean, vibrant, modern and professional ambiance, while ensuring their traditional security, trustworthy and knowledgeable vibe. The new name simply states, Contact Center, to encompass a new repertoire of multi-media services such as: HIPAA Secure Text Messaging, Live Chat, Appointment Scheduling, Email Monitoring, Employee Call Out Lines, Efax, and more.

“Our mission since 1976 has been to provide businesses with a way to effectively communicate with their clients. We focus on communicating with businesses’ customers the way those customers want to do business, whether that is by phone, text or online. We provide a positive and lasting first impression and convert callers to customers for our clients,” states Shelly B. Massey, Director of Sales at ASuperior Contact Center and daughter of founder Sandra Black.

The company strives to provide the most reliable, dependable and credible services to their clients because first impressions matter. ASuperior has taken their principles and morals and implemented them into their new look. Their colors of Sea Teal, Vitality Red, and Olympic Blue represents the passion, trustworthiness and traditional services they provide to their clients everyday.

“Strong family values, personalized customer service and the newest communications technology is just another day at the office,” says Michael Raymond, Director of Operations. “We now service the entire country offering traditional call center services, as well as innovative solutions allowing our clients to communicate in today’s technology driven society. We feel that 2019 was the year to rebrand ourselves to stay relevant in today’s communication industry.”

The 2019 brand rollout will include a new website, name and logo. The new website, located at www.ASuperiorContactCenter.com, will launch in second quarter of 2019. ASuperior Contact Center provides news, tips and service information on their social channels: Facebook, Instagram, Twitter, Pinterest and LinkedIn.