An established, reputable business partner
Answer United has been in business for almost 60 years and understands the phone answering service and call center business. The owners are active in day-to-day operations, alongside management personnel, with a combined experience of over 140 years.
State-of-the-Art, Web-Enabled Equipment
An industry leader in technology
All of our agent stations and telephony systems are based on cutting-edge technology, which allows for accuracy and dependable performance day in and day out. Our call centers easily integrate with your website so agents can interact with people visiting your website seamlessly and on-call schedules can be entered, edited, and reviewed in real-time from our website. Many message delivery options are available including e-mail, web portal access, SMS (text), paging, voice mail, and fax.
Advanced training and coaching keep agents professional
Full-time trainers and interactive training programs combine to provide an effective six-week training program prior to any agents going online. There is one (1) supervisor for every eight (8) agents to provide coaching, readily available help, and support to keep agent skills honed and professional, ensuring quality for our clients. We also have weekly monitoring programs, where agents receive feedback on their work from the previous week – updating agents and management on the services being provided. All calls are also recorded as industry standard wave files and placed into a searchable database for easy retrieval and playback of any call.
Our retention rate is one of the highest in the industry
Our wages, benefit program and work environment allow us to attract and retain qualified agents. Our retention of agents is above average at 33 months, with several having 15 years or more service. We believe happy, healthy employees appreciate and take pride in their work, which results in a higher quality of service for our customers.
A commitment to protecting the integrity and secrecy of our clients’ data
Maximum security is always our focus, especially in the design of our equipment and procedures. Protecting our clients’ information and ensuring the safety of our employees are of utmost importance to us. That is why we employ such procedures as: twenty-four hour camera monitoring; electronic key pad access; extensive password protection; data archiving and encryption; recording and logging of all conversations; emergency power generation and full-time staff, to name a few.