Our Definition of a Snow Day – 16,470 Calls
A snow day means different things to different people. For kids, it means, NO SCHOOL! For those of us that head to work, it means cleaning off the car and na
vigating treacherous roads, snow plows (big and small) and then figuring out how to get your car into the parking lot once you arrive safely at work. For an answering service it means, Game On!
Winter Storm Stella was no exception. As weather conditions worsened in the Upstate NY area, offices began to close up to allow their employees the opportunity to get home and off the roads. In our company, just the opposite was happening. People were being asked to come in because when a storm hits, the phones start ringing. And they don’t stop! We have teams in 5 offices and they all rolled up their sleeves and took on the task of being the voice on the other end of the line.
We have a remarkable team of professionals. Our Customer Service Representatives, Supervisors and Managers were energized by what they knew was coming. They proactively geared up for the storm and organized to make sure shifts were covered. They went above and beyond to help each other. They were car pooling with those that couldn’t get transportation, they picked people up that couldn’t get out of their driveways or manage the road conditions. Others worked extra shifts to help distribute the load for their colleagues and yes… we had 2 people spend the night in the office because they couldn’t get home. Did any of them complain? Nope. Even more remarkable was the level of understanding that our clients gave our teams.
When we face these kinds of challenges, it becomes all about, ”Let’s see how good we can be.” And when we got the stats about the numbers of calls we handled, we truly impressed ourselves. Stella set records for snowfall totals all over Upstate NY and set a record with us too. We handled the largest volume of calls in one day in our company history ~ 16,470. Our prior record was 14,099, which was set back in January 2012.
This is what exceptional looks like. Congratulations to all who stepped up, well done to those who spent the night, hats off for the positive “can do” attitude that was pervasive across our offices. Enjoy the “thank you” lunches this week and THINK SPRING!
ANSWERING the phone sounds easy and it is, until you have multiple competing activities going on around you. BUSINESSES should be aware that 80% of callers will hang up if their call goes to voicemail or a machine (Fortune Magazine). The COST of losing new business or your existing business because you can’t handle the easy task of answering the phone, should make you shutter. Customers can DEMAND good service because there’s always someone out there ready to deliver when you can’t.
A live telephone answering service can provide the ultimate customer service EXPERIENCE. Think about the FINANCIAL impact that personal touch can have when you welcome a new customer aboard or can support an existing customer with a human voice on the line. People are fatigued with automated services and express GRATITUDE when they hear a “real person” welcome them. Many of our clients ask themselves, “HOW did I go so long without you?”
We all like INDIVIDUAL attention when we’re looking for a solution or searching for services. An answering service may be able to get the JOB done and set your business apart from the other guy that either doesn’t answer the phone or makes you navigate the telephone key pad.
Answer Finger Lakes taps into your KNOWLEDGE of what type of support your customer needs and we become your voice. Many people aren’t aware they’re talking with an answering service. We’re that good! When you call for information, we’ll LISTEN more than talk, so that we gain the understanding of your needs.
We understand that people are very MOBILE and aren’t always at a desk. You NEVER have to miss a call or OPPORTUNITY to give your customers and clients the human experience. We’ve got that covered!
Each account is custom PROGRAMMED. Just like snowflakes, no 2 are alike! An answering service can ask the same QUESTIONS you would to help ROUTE the call and provide the same STELLAR service.
TIME is precious and we all need to UNDERSTAND and VALUE what it means to new and existing clients. No one wants to WAIT and WONDER (…Double U gets Double Credit) if anyone out there is going to call them back. We’ve all been there and done that! Your customers deserve an XENIAL atmosphere in which to do business with you. Answer Finger Lakes answering service has YEARS of experience (and the awards to prove it) in providing just that.
Z is the last letter of this alphabet but don’t let the opportunity of working with an answering service like Answer Finger Lakes be the last thing you do today. CALL or EMAIL us for more information and we’ll make doing business with us as easy as ABC!
2015 Service Anniversary Awards
We would like to recognize and congratulate the members of our Auburn team who received our 2015 Service Anniversary Award. They are an exceptional group of professionals and their dedication to their careers allows our company to be recognized year after year with ATSI Awards of Excellence for Outstanding Customer Service. They are the only team that ATSI has ranked among the TOP FIVE for six consecutive years.
Kelly – Customer Service Leader with 15 years
Debbie – Sr. Customer Service Representative with 12 years
Mary Pat – Customer Service Representative with 7 years
Jason – Customer Service Representative with 6 years
Ashley – Customer Service Representative with 5 years
Suzanne- Customer Care Manager with 5 years
We applaud their leadership and mentoring of new Representatives as they come aboard. It’s their expertise in understanding the sophisticated technology we use, being knowledgeable about thousands of accounts and being able to treat each caller and client with respect and professionalism that allows us to pass on our excellence to all members of the team.
Outstanding Service Earns Diamond Plus Award of Excellence
Eleven time award winner
Finger Lakes Answering Service wins coveted ATSI Award of Excellence
FINGER LAKES ANSWERING SERVICE has been honored with the exclusive ATSI 2015 Award of Excellence for the 11th 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. Finger Lakes Answering Service was presented with the award at ATSI’s 2015 Annual Convention held at Hilton Torrey Pines, La Jolla, CA.
“This year’s achievement of finishing in the top 5 for the past 6 years is unprecedented. We boast a dedicated team of professionals, lead by Karen Goodman, that works very hard to ensure that we consistently deliver exceptional service to our clients and their callers, year after year. As a result of their efforts we’ve earned ATSI’s Top 10 ranking again and we’re equally proud to have earned the Award of Excellence for the 11th straight year.”, shared Gardner McLean, President of Finger Lakes Business Services, Inc.
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 the most prestigious recognition of exemplary customer service in our industry. Award recipients demonstrated the highest level of service throughout every aspect of a caller’s experience – exceeding the award’s rigorous criteria and customer service standards. It’s quite an honor,” says ATSI President Jeffrey W. Zindel.
The award started 19 years ago as a means to improve the overall quality of the call centre industry by setting expectations and measurements to ensure a successful call handling experience.
Now an eleven-time winner Finger Lakes Answering Service earned the Diamond Plus Award for eleven consecutive years. ATSI extends its congratulations to the staff of Finger Lakes Answering Service on their proven Top Ten quality service to their customers.
Ray Schremp, VP of Operations says, “We participate in the ATSI Award of Excellence program because it is a great way for us to reinforce the high standards we set for ourselves. Excellence is something that you have to earn with each incoming call. Our participation also encourages all of our employees to work toward a common goal – outstanding customer service.”
The Association of TeleServices International was founded in 1942 as a national Trade Association representing live answering services. ATSI now encompasses companies across North America and the UK offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and internet services among others.
Making An Impact
By: Brie (3+ years of answering service experience)
First impressions can be tricky, nerve-wracking experiences – I know a lot of people who rely heavily on first impressions to give them a sense of who a person is, how they operate and what to expect from them in the future. We spend a lot of thought, time and energy on first impressions. Now that I think of it, humans spend a lot of time just thinking about first impressions and worrying about how first impressions will impact their relationships with others.
In this business it is important to make a good impression on every call you take and surprisingly, most people won’t recognize your voice even if they’re a repeat caller. I’ve had cases where I had taken a call for someone and get them on the line again on a different account for the exact same type of message. They don’t recognize that I had just been speaking with them. I see this as another opportunity to change their day.
Whenever I have someone on the line I think about how I am impacting their day. This really helps me keep things in perspective. Time really matters in this situation – I try to improve the callers day in the short time that I’m speaking with them. If I’m only going to be on the phone with this person for 1 – 2 minutes I really have to be attentive to make an impact. One of the most important parts of my process is focus – I strive to give my callers my full attention. People can tell when you are multi-tasking (even over the phone) or if you are distracted and unfocused. So many callers are appreciative when you gather and confirm details they’ve mentioned that are important to them.
Manners are extremely important to me in my personal and professional life. Working in a call center environment has changed my life for the better. I always try to use my manners and I have had compliments on my manners in my personal life. For me, it’s all about consistency – everything we do is a practice. I’ve made manners my practice – both at work and at home. A genuine thank you impacts every day interactions on a very large scale.
AnswerUSA / qliqSOFT Secure Messaging ™
AnswerUSA Group is partnering with qliqSOFT™ to provide a secure messaging service to a Smartphone or office computer. This service is fully compliant with HIPAA and HITECH standards, allowing clients to enjoy the ease and efficiency of text messaging without the concern for security and PHI data exposure.
Here is how it works:
Group members download the qliqCONNECT app from either the iPhone App Store or Google Play.
- The qliqCONNECT app will notify the recipient of a pending message until it has been acknowledged, ensuring that no message is overlooked.
- Also built in is the ability to notify the service that messages have been received through the app. No longer is there a need to call the service to confirm.
- PC/Mac users can easily download the application from qliqSOFT.com
Here is why it is secure:
- The transmission of the Protected Health Information (PHI) from our system to your phone is encrypted and secure.
- The access to the PHI is through a password protected secure access point.
- The PHI is protected with strong encryption on the phone and in transmission.
- There is a built-in screen saver in the app that will require entry of the PIN after 5 minutes.
- If the phone is lost or stolen, we have the ability to lock or wipe the qliqCONNECT app remotely.
Call us today for more information and pricing. Let us help you receive secure, encrypted messages on your Smartphone.
Click here to visit qliqSOFT’s website.