Messages Plus is a telephone answering service company that caters to clients nationally. We have been in business since 1922. Starting as an answering service for doctors, the Company expanded into a major call center with a large team of employees, including IT and telco personnel and full support by our suppliers and internet experts.
Our call center environment is shared between certified operators expected to handle all calls, operators in training who are only gradually introduced to handling clients in our call processing, dedicated call service available as needed for clients using our split-group system (clients are grouped and split to meet specific needs) and operators in training to process calls.
We insist on skilled call processing. Several series of tests are provided to measure progress. Basic review for familiarization is enforced. Specific client needs are introduced as they come on the system. For more complex clients, operators are given additional training to ensure the necessary understandings of the specific account.
Our quality assurance personnel review operators on a daily basis. Operators are monitored closely and trained and retrained as needed. Chief Operators monitor actual activity by walking the floor and working the operations room. When additional review is needed, side-by-side recurrent training is followed with each operator.
This intense monitoring isolates low-scoring agents and allows training and retraining to assure understanding and to improve operator skills. This assistance continues until we have improved agent performance. With this positive reinforcement approach, we are able to minimize errors and quickly identify any problem issues to assure quality professional service for our clients.
We emphasize the necessity for accuracy and courtesy. With our complex call center equipment and services, we develop call-handling for specific clients as needed for their company’s specific needs. Because of our hands-on training and the professional staff we require, we are and will be able to customize a specific plan for you. The details will be completed in a series of conferences with you. There are numerous service options regarding how a call is answered, including voice mail, live interaction, call forwarding and connectivity services, among other factors.
Having a live telephone answering service agent handling your phone calls means better customer service and more sales. Messages Plus is dedicated to helping you build relationships with your customers through live interactions 24 hours a day. Each telephone call we handle builds trust, creates meaningful connections, and helps grow your small business.