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FAQ's 1. How can I receive my messages? You can receive your messages by digital pager, alpha pager, e-mail, Nextel phones and cell phones as well as PDAÕs and some other devices that have proven reliable. Please check with us for reliability information before purchasing devices. 2. When do you need our call schedule information? We request that information in writing by the 20th of the month for the following month. You may fax us at 317/202-7825 or e-mail that information to 3. What if we have changes in our schedule? Can we call you? We prefer that you fax us the information between the hours of 8am and 4pm if you know of a change. Of course, if you have last minute changes for the night, you may call and give our staff the information over the phone and we will document your call and make the change. 4. How long do you keep records of my calls? We keep the computer copies along with the voice recordings of all calls for 7 years, which is the limit of liability in Indiana. 5. Is there a charge to access old messages or voice recordings? If the message is for your purposes, there is a charge to retrieve this data. There is never a charge when call pertains to quality assurance. 6. How many staff do you have on each shift? We staff to keep our hold times extremely low and quality high. So, the answer is; however many staff it takes to keep holds to a minimum. We always add staff when we see that hold time is exceeding 15 seconds. Of course, there are a few anomalies from time to time which could not be predicted. We take hold times very seriously and do everything we can to prevent and address them when they occur. 7. What kind of training does your staff receive? All staff train for our main computer system with an interactive CD Rom program which takes about 4-5 hours. Then they spend two days with our Personnel and Training Manager going over company philosophy, expectations of our staff, etc. They also receive hands on training with our computer system as well as listen to calls being taken with a joint headset. From there they work with our level 4 Staff to learn the accounts as well as complete scenarios on each of our accounts. Each employee is supervised closely and is not allowed to dispatch messages until they are signed off by the training manager. The complete training process is about 2 months. 8. Do you have a process in place to deal with questions or concerns we may have? We have a form in each of our clients accounts where our staff can document any concerns our clients may have. That form is then e-mailed to all of our administrators. Our administration team addresses any concerns the next business day and gets back to our clients the same day. |
Frequently Asked Questions Mailing Address: Phone: Fax: Email: |
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