Have answering service or call center questions? Get answers here.
We want to be as transparent and accommodating with our customers as we can, which is why we'll do our best to answer any questions you may have. Whether it's general question or a specific question about pricing, services or process, you'll find answers to most of them on this page. If not, feel free to contact us today and we'll get you an answer.
What is the difference between an Inbound Call Center, Call Center and an Answering Service?
An Inbound Call Center handles more involved accounts than traditional answering service accounts. A Call Center handles upgraded services such as order taking, web-enabled services (including logging information in the customer’s CRM), customer service calls (with an exhaustive helpdesk for FAQs), Tier 1 IT call handling, logging trouble tickets in the customer’s database and appointment scheduling services in the customer’s online or internal calendar, to name a few
Do you offer 24/7 calling?
Yes, we have staff available whenever our customers need calls answered.
Do you handle international calls?
How long does it take for your representatives to answer calls?
90% of our calls are answered by the second ring.
What happens if your call center loses power?
ABA is backed up by a UPS System and we also have hard-wired generators at each location. Even if power does go down in one location, all three offices are networked together and are cross-trained on all customer accounts.
Do you offer any other languages than English?
Yes, we also offer Spanish.
What services do you provide?
Stop by our services page for details on everything we offer.
What industries do you work with?
We work with ALL industries.
What if you’ve never worked with my industry before?
Our business is not industry defined. We can offer a solution for every industry’s communication needs.
How does pricing work?
We bill by operator time in six-second increments.
What if we don’t fit into one of your standard service plans?
All of our proposals and plans are customized to our customer’s needs. We have standard minute packages for operator time but we customize all pricing for each client.
How long does it take to set up answering services for my company?
Traditional answering service accounts can be set up in 24-48 hours. More involved Call Center type services require 7-10 business days and sometimes longer based on the needs of the customer and the training involved.
How fast do we have access to information from calls?
We automatically email or text a customer’s calls immediately after saving the message. We can also set up a web based directory where the customer can enter a password and listen to their calls immediately when saved in our system, even before we disconnect the call.
Can you support specific safety or regulatory certifications or compliance specific to my industry/product?
In most cases yes. We would need to review your specific requirements to ensure we could comply with your requirements.
What is your policy with highly confidential or proprietary information?
We provide and sign Non-Disclosure Agreements with any customer that has confidential or proprietary information. All of our agents undergo HIPAA, PCI and privacy training. Everyone who may see your account has signed a confidentiality agreement.
How do I know my company’s data and my customer’s data are protected?
Data protection is very important to us. We use a proprietary PBX switch that is on-site in our equipment room, not a web based program where your data is at risk. Our local computers are also protected by a state of the art firewall and anti-virus suite. As far as how client’s data is stored, our vendor based switched is proprietary.